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Skills

  • Stocking and replenishing
  • Strategic sales knowledge
  • Key stakeholder relationship building
  • POS systems expert
  • Multi-line phone talent
  • Customer Relationship Management (CRM) Software Proficiency
  • Shipping procedures understanding
  • Customer satisfaction management (97%+ satisfaction rate)
  • Developing and presenting client proposals
  • Complaint resolution, reducing refund rates by 31%

Work Experiences

  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Processed 12 invoices and mailed documentation to clients each 18 months.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Created and maintained a detailed database to develop promotional sales.
  • Increased the team's revenue by over $3 in sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Contributed to $6 in annual store sales per one year.

Summaries

  • Dedicated to meeting and exceeding framework objectives through effective communication and standard abilities.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • QuickBooks expert with experience in performance reporting services.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Jira expert with 17 years of experience in related roles.
  • With extensive experience in the framework industry, I am a knowledgeable and dedicated customer service professional.
  • Client Service Agent is a multi-talented Client Service Agent who is consistently rewarded for planning and operational improvements.
  • Client Service Agent who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Under duress, personable and professional.

Accomplishments

  • Assisted in developing an onboarding structure for new customer service agents that led to faster ramp-up times, improving team productivity by 56% in the past year.
  • Resolved 28% of escalated customer queries within 6 months, exceeding departmental KPIs and driving overall customer satisfaction.
  • Collaborated with the product engineering team to address frequent client pain points, contributing to a 65% reduction in service tickets related to metric.
  • Collaborated with 14 senior executives to redefine customer service KPIs and enhance focus on client satisfaction, seeing a 19% increase in NPS within the past year.
  • Trained new agents on conflict-resolution techniques and problem-solving methods, contributing to a 69% increase in overall team efficiency.
  • Led a team in implementing a Adobe Creative Suite support system upgrade, reducing response time to client inquiries by 2 minutes per interaction.
  • Facilitated the roll-out of new QuickBooks in Phoenix, contributing to a successful launch with minimal customer complaints and assisting product development through user feedback collection.
  • Implemented a new document and case management system, leading to a 25% reduction in client onboarding time and an improvement in process visibility.
  • Executed an internal SLA improvement strategy that improved team response time by 80%, directly impacting overall service-level agreement compliance.
  • Developed and executed customer service training programs that improved agent performance, increasing first-call resolution by 30%.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Service Quality Institute
  • CRM and Customer Relationship Management Forum
  • National Association of Social Workers
  • International Council of Nurses
  • International Association of Workforce Professionals (IAWP)
  • Association of Support Professionals (ASP)
  • Rotary International
  • Association for Women in Communications (AWC)
  • Society of Human Resource Management

Certifications

  • Certified Complaint Handling Expert (CCHE)
  • Emotional Intelligence Practitioner Certification
  • Certified Technical Support Professional (CTSP)
  • CompTIA Network+
  • Certified Customer Service Professional (CCSP)
  • Certified Professional in Customer Experience (CPXP)
  • Microsoft Office Specialist (MOS) Certification - 2023
  • First Aid/CPR Certified
  • Salesforce
  • Accredited Customer Service Representative (ACSR) – category

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