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Skills

  • Training development aptitude
  • Report preparation
  • Conflict resolution
  • Sales expertise
  • High-volume client communication
  • Retail store support
  • Customer support ticketing systems
  • Customer journey mapping
  • CRM
  • Client account management

Work Experiences

  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Educated employees on company procedures and services.
  • Kept up to date on product and service changes.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Acquired 5 new customers, resulting in 9% revenue for the team.
  • Ensure that customers and internal departments are properly communicated with.
  • Provided clients with basic technical support for a variety of program company products.
  • Facilitated method orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and category department guidelines.
  • Fluent in Spanish. Personable and professional communicator.
  • ServiceNow expert with experience in workflow optimization services.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Client Care Administrator with 6 years of experience in dealing with customer requests and concerns.
  • QuickBooks and system techniques have been taught to me.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.

Accomplishments

  • Improved internal team communication by introducing Power BI, leading to a streamlined process that reduced client service delays by 23%.
  • Implemented a customer training program which resulted in a 59% increase in the adoption of new product features.
  • Enhanced the accuracy of service tracking systems, which contributed to a 76% rise in team response accountability.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Appointed as lead liaison to high-value clients, retaining 44% of accounts over a several months period through personalized customer care.
  • Documented and resolved method which led to system.
  • Worked with leaders to refine and streamline client care processes, reducing overall response times by 52%.
  • Developed and implemented a new feedback system that shortened customer issue resolution time by 67%, enhancing client satisfaction scores.
  • Led a team in meeting customer care KPIs, surpassing process by 17% within two years.
  • Collaborated with internal teams to deploy product feature updates that lowered the customer-reported issues by 37%.

Affiliations

  • Society of Customer Service Executives - Attended workshops aimed at improving service delivery and nurturing client relationships.
  • Affinity Groups related to Business or Client Services – Participated in local and national groups focused on service excellence and operational efficiency.
  • Association of Information Technology Professionals
  • International Customer Management Institute (ICMI) - Participated in webinars and training sessions focused on the latest in customer experience trends and strategies.
  • National Management Association (NMA) - Active participant in discussions about leadership in client care environments, covering team management and service improvement initiatives.
  • American Business Women’s Association - Took part in seminars on client interaction and service leadership, empowering the development of women professionals in service-focused roles.
  • Rotary International
  • Healthcare Administrators Association (HCAA) - Leveraged industry insights to enhance communications and complaint resolution methods in client care.
  • Jaycees
  • National Association of Social Workers

Certifications

  • Six Sigma Yellow Belt Certification for Process Improvement and Customer Retention
  • Certified Public Accountant
  • Google Workspace Certification for Admins and Support
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Certified Client Care Administrator (CCCA) from program
  • Certified Business Analysis Professional (CBAP)
  • Certified Quality Customer Service Professional from Summit Group
  • Excel for Business & Data Analytics Certification from metric
  • Certified Professional in Customer Success (CPCS) from Cedar Works

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