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Skills

  • Staff education and training
  • Lead generation and follow-up
  • Strategic sales knowledge
  • Credit card processing
  • Client Retention Strategies
  • Stocking and replenishing
  • Customer relationship management (CRM) Asana
  • Medical terminology knowledge
  • Order fulfillment
  • Recordkeeping strengths

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Collaborated with vendors to plan more than 9 daily pickups and weekly deliveries.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Contributed to $13 in annual store sales per 18 months.
  • Increased the team's revenue by over $5 in sales.
  • Processed 7 invoices and mailed documentation to clients each several months.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Very knowledgeable about Adobe Creative Suite, as well as program competitors and offerings.
  • Bring extensive high-call volume experience working with method consumers spanning 3 years.
  • Client Care Associate is a service-oriented Client Care Associate with unrivaled customer service, task prioritization, and time management skills.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 8 years.
  • Fluent in Japanese. Personable and professional communicator.
  • Client Care Associate proactive with experience in providing support and resolving customer complaints.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Within Miscellaneous, senior Client Care Associate and outstanding performer in strategic planning and data analysis.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and method department guidelines.

Accomplishments

  • Enhanced customer follow-up communications on Jira, leading to increased engagement and a 58% reduction in churn.
  • Established protocols for high-ticket account management, resulting in a 42% improvement in client retention and satisfaction.
  • Devised client retention strategies by leading constant feedback loops and analysis, improving renewal rates by 37%.
  • Resolved product issue through consumer testing.
  • Identified and addressed recurring client pain points using CRM data, driving a 49% reduction in reported grievances.
  • Achieved 65% reduction in service bottlenecks by reengineering ticket allocation and escalation processes.
  • Implemented a new CRM workflow in Workday, leading to a 44% increase in client satisfaction for high-value accounts.
  • Created tailored service plans for high-priority clients, contributing to a 61% improvement in service outcomes.
  • Successfully upsold Microsoft Excel, resulting in 20% increase in monthly revenue.
  • Designed personalized outreach programs for dormant accounts, reigniting 22% of customers with new service opportunities.

Affiliations

  • Toastmasters
  • Global Customer Service Excellence Certification (Columbus, 2018)
  • National Client Relations Association (NCRA)
  • Help Desk Institute (HDI)
  • Client Experience & Engagement Forum (2022)
  • American Marketing Association
  • Customer Experience Evolution Conference (2019, Boston)
  • Customer Service Institute of America (CSIA)
  • Professional Association for Client Account Managers
  • Client Success Network (2023)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Apple Certified Associate (ACA)
  • Complaint Management Systems Certification
  • SHRM Certified Professional (SHRM-CP)
  • Email Marketing Certification from HubSpot Academy
  • Zendesk Customer Support Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Contact Center Supervisor (CCCS)
  • Client Retention and Relationship Building Certification

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