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Skills

  • Salesforce proficiency
  • Retail store support
  • Customer complaint analysis and feedback systems
  • Stock management
  • Medical terminology knowledge
  • Client onboarding process management
  • Key stakeholder relationship building
  • POS systems expert
  • Warehousing functions
  • Key holder experience

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.
  • Kept up to date on product and service changes.
  • Created and maintained a detailed database to develop promotional sales.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Customer service training processes were implemented and developed by me.
  • Increased the team's revenue by over $4 in sales.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Client Satisfaction Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Client Satisfaction Representative is a service-oriented Client Satisfaction Representative with unrivaled customer service, task prioritization, and time management skills.
  • Client Satisfaction Representative is a multi-talented Client Satisfaction Representative who is consistently rewarded for planning and operational improvements.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Worker with a strong understanding of system organization and method product issues.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.

Accomplishments

  • Reduced refund requests for SAP by 16% through proactive customer education and resolving concerns before escalation.
  • Decreased unresolved customer complaints by 77% by streamlining customer communication processes and clarifying support escalation procedures.
  • Identified key trends from client communications, which led to a new escalation policy and reduced unresolved cases by 77%.
  • Redesigned client support onboarding process, resulting in 53% improvement in customer SAT (CSAT) scores for new customers.
  • Implemented KPI tracking for client success teams, achieving 64% resolution rates within critical benchmarks.
  • Provided detailed product demos to clients, contributing to a 71% increase in upsell opportunities for SAP.
  • Collected, analyzed, and presented customer feedback reports, directly leading to 18% decrease in negative survey responses.
  • Delivered on KPIs by maintaining average first response time of the past year across phone, email, and chat channels.
  • Collaborated with marketing and product development teams to troubleshoot post-launch issues, decreasing negative reviews by 33%.
  • Achieved 39% Net Promoter Score improvement by customizing support options according to specific client needs.

Affiliations

  • Association for Customer Retention Strategies (ACRS)
  • Lions Club
  • National Customer Service Association (NCSA)
  • Association for Computing Machinery
  • Contact Center Association (CCA)
  • Project Management Institute
  • Global Customer Service Management Community (GCSMC)
  • Certified Support Manager Program, Brightline
  • Call Center and Customer Support Summit 2016
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Advanced Diploma in Business Analysis
  • Apple Certified Associate (ACA)
  • Handling Difficult Customers - Professional Training Certificate
  • Certified Support Center Manager by HDI
  • Certified Client Success Manager (CCSM) by SuccessHACKER
  • Data-Driven Customer Insights Certification
  • Certified Professional in Talent Development (CPTD)
  • CompTIA A+ Technician Certification
  • Certified Information Privacy Technologist (CIPT)
  • Hootsuite Social Marketing Certification

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