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Skills

  • Cross-functional team collaboration
  • Detailed service reporting
  • Retail store support
  • Client feedback implementation
  • Key stakeholder relationship building
  • Client portfolio management
  • Key holder experience
  • Customer journey mapping
  • Complaint resolution
  • Strategic sales knowledge

Work Experiences

  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Welcomed, greeted, and assisted customers, generating $13 in 18 months revenue in a high-traffic store.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Educated employees on company procedures and services.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Created and maintained a detailed database to develop promotional sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Within Miscellaneous, senior Core Service Consultant and outstanding performer in performance reporting and team leadership.
  • Core Service Consultant with 17 years of experience in dealing with customer requests and concerns.
  • Core Service Consultant is a multi-talented Core Service Consultant who is consistently rewarded for planning and operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and category department guidelines.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Core Service Consultant who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Led a cross-functional team of 13 to improve key performance indicators, reducing overall service issue resolution time by 24%.
  • Automated key portions of service tracking resulting in a reduced need for manual updates, cutting down administration time by 58% per escalated issue.
  • Implemented a new customer issue escalation matrix, which improved priority handling by 29% and decreased churn rates.
  • Trained new hires in the optimized workflow processes, improving team efficiency by 54% and reducing error rates in post-service communication.
  • Collaborated with finance to streamline ongoing account management processes, reducing average ticket closure time by 31%.
  • Partnered with key stakeholders to develop a comprehensive client onboarding program, reducing onboarding time by 29% and improving time-to-resolution.
  • Reduced team errors related to external workflows by developing a thorough cross-department knowledge transfer program which improved productivity by 50%.
  • Reduced service-related complaints by 41% over a 6-month period by implementing an early-detection system for common client issues.
  • Implemented post-resolution customer follow-up program, significantly increasing customer engagement and enhancing long-term retention by 40%.
  • Recovered $250,000 in revenue and resolved recurring billing discrepancies across 15 client accounts by auditing financial processes.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • International Association of Administrative Professionals
  • Association for Talent Development (ATD)
  • LinkedIn Professional Groups for Customer Experience Managers
  • Customer Relationship Management Institute (CRMI)
  • Global Association for Contact Center & Customer Engagement (GACCE)
  • Customer Service and Support Group (CSSG)
  • Society of Women Engineers
  • Rotary International
  • Professional Association for Customer Engagement (PACE)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Success Manager (CCSM)
  • CompTIA A+ Technician
  • Advanced Customer Onboarding Certification by Meridian
  • SaaS Customer Success Professional Certificate
  • HubSpot Service Hub Software Certification
  • Service Desk Management Certification by IT Service Management Forum (itSMF)
  • Professional in Service-Level Agreement Management (SLA Management)
  • ServSafe
  • Certified Public Accountant

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