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Skills

  • Professional telephone demeanor
  • CRM
  • Order fulfillment
  • Customer journey mapping
  • Route dispatch
  • Client feedback program development and optimization
  • Advanced product utilization coaching
  • Receiving support
  • Service standard compliance
  • Warehousing functions

Work Experiences

  • Used a POS system to itemize and total the purchases of 8 customers.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Created and maintained a detailed database to develop promotional sales.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Customer service training processes were implemented and developed by me.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Acquired 16 new customers, resulting in 3% revenue for the team.
  • Averaged 3 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Under duress, personable and professional.
  • Achieved success in providing unsurpassed customer service.
  • Worker with a strong understanding of standard organization and initiative product issues.
  • Committed to providing world-class customer service while remaining professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Power BI and initiative techniques have been taught to me.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Miscellaneous clients.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.

Accomplishments

  • Resolved product issue through consumer testing.
  • Resolved more than 5 critical client support escalations, elevating customer satisfaction by 83% % across 2020.
  • Led strategic customer feedback loop initiatives, which generated 6 new product features based on client needs.
  • Created a success-focused onboarding experience for Tableau users, increasing initial activation rates by 70%.
  • Implemented Tableau CRM customization which improved team efficiency by streamlining support workflows, reducing response times by 34%
  • Monitored top-tier accounts and delivered insights, resulting in a 61% increase in cross-selling opportunities.
  • Partnered with HubSpot team to implement real-time feedback mechanisms that improved overall user engagement by 20% points.
  • Greased handoff processes from sales to client success, resulting in a 66% drop in client onboarding time.
  • Developed personalized success plans for 13 enterprise clients, resulting in an upsell revenue increase of $3.
  • Led multi-departmental project to enhance retention workflows, achieving a 31% reduction in churn over several months.

Affiliations

  • Membership, Client Support Professionals Network
  • Society for Customer Success Operations Professionals (SCSOP)
  • Global Customer Experience Consortium
  • International Council of Nurses
  • Jaycees
  • Lions Club
  • Association for Strategic Planning (ASP)
  • Professional Customer Success Network
  • Project Management Institute
  • International Customer Service Association (ICSA)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • ITIL Foundation Certification
  • Hootsuite Platform Certification
  • Certified Technology Sales Professional (CTSP) from TSIA
  • General Data Protection Regulation (GDPR) Certification
  • Totango Customer Success Software Proficiency
  • CompTIA A+ Technician

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