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Skills

  • Money handling abilities
  • Client loyalty building tactics
  • Retail store support
  • Account management
  • Salesforce proficiency
  • Strategic sales knowledge
  • Retail materials management
  • Data-driven decision making
  • Staff education and training
  • Training development aptitude

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept up to date on product and service changes.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and category department guidelines.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Client Experience Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Costs were consistently reduced while profits were increased.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Worker with a strong understanding of process organization and framework product issues.
  • Committed to providing world-class customer service while remaining professional.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Developed and facilitated weekly team training sessions on conflict resolution, reducing team-reported client escalation incidents by 55%.
  • Led the transformation of the client onboarding experience, resulting in a Net Promoter Score (NPS) increase of 74% over two years.
  • Monitored and assessed customer service KPIs, driving initiatives that improved key metrics like First Contact Resolution by 47%.
  • Reduced ticket backlog by 38% over three years through improved prioritization and process optimization.
  • Achieved a 46% increase in customer renewals by designing and executing individualized outreach campaigns for key clients.
  • Collaborated with senior executives to integrate customer feedback into product development, increasing successful product iterations by 48% over several months.
  • Led a cross-functional team in implementing a client retention strategy that reduced churn by 50% over one year.
  • Collaborated with compliance to develop a product support guide that decreased support tickets related to category by 29%.
  • Reduced client turnaround time by 19% through effective prioritization and delegation of support tasks among the client experience team.
  • Partnered with business analytics and marketing teams to craft retention campaigns, resulting in 73% growth in revenue across the West Coast.

Affiliations

  • International Association of Administrative Professionals
  • E-commerce Customer Experience Network
  • International Organization for Multilingual Business Communication Professionals
  • Professional Association for Customer Retention (PACR)
  • International Institute of Customer Service (IICS)
  • Customer Support Leaders Network
  • Client Onboarding and Success Programs Association
  • Customer Success Association (CSA)
  • Global Talent & Customer Success Group (GTCSG)
  • Afiniti Women’s Group for Client Experience

Certifications

  • Six Sigma Green Belt Certification – Cedar Works
  • Certified CRM Manager - Harbor & Co.
  • Project Management Professional (PMP)
  • Net Promoter Certified Associate (NPS) - Vantage
  • HubSpot Service Hub Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Analytics Individual Qualification (GAIQ) - 2015
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Advanced Customer Service Strategy Certification (Lakeside Partners, 2022)
  • Customer Value Optimization (CVO) Certification - Ironclad Systems

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