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Skills

  • Retail store support
  • Training development aptitude
  • Cross-functional team collaboration
  • CRM
  • Retail materials management
  • Strategic sales knowledge
  • CSAT and customer satisfaction tracking
  • Receiving support
  • Advanced product utilization coaching
  • Customer relationship management (CRM) proficiency

Work Experiences

  • Averaged 3 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Ensure that customers and internal departments are properly communicated with.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Contributed to $9 in annual store sales per the past year.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Taught new employees about the company's operations, policies, and services.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to meeting and exceeding method objectives through effective communication and framework abilities.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Motivated to keep customers happy and contribute to the company's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Achieved 46% increase in retention rates by redesigning and implementing the customer lifecycle process.
  • Led multi-departmental project to enhance retention workflows, achieving a 31% reduction in churn over several months.
  • Reduced churn from 80% to 28% by identifying product feature gaps and presenting feedback to the product development team.
  • Implemented Tableau CRM customization which improved team efficiency by streamlining support workflows, reducing response times by 34%
  • Improved client advocacy and satisfaction in managed accounts, driving a 62% boost in positive survey responses.
  • Collaborated with the sales team to secure $15 in renewals by conducting quarterly business reviews with high-priority clients.
  • Trained and mentored 15 junior Client Success Managers, increasing team efficiency by reducing onboarding time by 60% weeks.
  • Presented findings from NPS feedback to executive leadership team, forging improvements that led to a 83% increase in customer satisfaction.
  • Negotiated service contract renewals with 8 clients, resulting in total contract revenue growth of $9.
  • Developed personalized success plans for 13 enterprise clients, resulting in an upsell revenue increase of $3.

Affiliations

  • Project Management Institute
  • American Society of Safety Professionals
  • Lions Club
  • Global Customer Experience Consortium
  • Association for Supply Chain Management (APICS)
  • Professional Customer Success Network
  • Salesforce Trailblazer Community – Customer Success Group
  • Harvard Business Review Advisory Council
  • Performance Analytics Society
  • Association of Data-Driven Marketing & Advertising (ADMA)

Certifications

  • Certified Account Manager (CAM) from National Institute of Business Management
  • CompTIA A+ Technician
  • Certified Client Reporting Professional (CCRP) from GARP
  • Advanced Client Service Manager Certification from IAP Career College
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Behavioral Design Specialist (CBDS)
  • Certified Customer Service Professional (CCSP)
  • General Data Protection Regulation (GDPR) Certification
  • Six Sigma Green Belt Certification

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