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Skills

  • Contract renewal negotiation
  • Complaint resolution
  • Receiving support
  • Business Process Automation
  • Performance metrics analysis
  • Customer retention strategies
  • Route dispatch
  • Credit card processing
  • Multi-line phone talent
  • Shipping procedures understanding

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Averaged 16 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Increased the team's revenue by over $3 in sales.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Contributed to $14 in annual store sales per 6 months.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Used a POS system to itemize and total the purchases of 3 customers.

Summaries

  • Competent Corporate Client Services Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Hardworking Corporate Client Services Representative with 11 years of telecommuting experience meeting customer needs.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Within Miscellaneous, senior Corporate Client Services Representative and outstanding performer in performance reporting and project management.
  • Corporate Client Services Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Offering 2 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to standard regulations and procedure department guidelines.
  • Motivated to keep customers happy and contribute to the company's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Created onboarding and tutorial materials for external clients, reducing their acclimation time by 27% within three years.
  • Integrated client feedback into product enhancements, resulting in a 50% boost in customer satisfaction based on post-service surveys.
  • Achieved employee training pass rates of 48% within a narrowed training window, leading to quicker service delivery on projects.
  • Positioned as the liaison between clients and internal product teams, leading to 18 key product upgrades based on client feedback.
  • Developed automated client reporting systems that reduced manual processing times by 71% and improved accuracy.
  • Advocated for clients during product revision meetings, resulting in the introduction of metric, which boosted overall satisfaction by 52%.
  • Managed 11 corporate accounts with a 24% retention rate, using customized CRM dashboards.
  • Authored training documents and held workshops to help new service reps achieve 84% readiness in half the previously required time.
  • Assisted product team in resolving escalations by providing key client insights that led to a 51% resolution rate at first contact.
  • Reduced response times for high-severity incidents by 81% by implementing new ticketing priorities and workflows.

Affiliations

  • Freemason
  • Jaycees
  • Certified Trainer, Corporate Client Success Strategies, program 2022
  • Affiliated Participant, Women in Customer Success Association (WICSA) 2019
  • Collaborator, Corporate Sales and Services Leadership Consortium 2020
  • Certified Member, Project Management Institute (PMI), Corporate Client Services Specialization 2024
  • Participant, Client Relations Forum, 2019 – Phoenix
  • Member, Strategic Account Management Association (SAMA) 2023
  • Certified CRM Solutions Consultant, system, 2019
  • American Medical Informatics Association

Certifications

  • Certified Customer Service Professional (CCSP) category
  • Certified Professional in Customer Experience (CPCE) - 2022
  • First Aid/CPR Certified
  • Certified Analytical Professional (CAP) - category
  • Lean Six Sigma Yellow Belt Certification - procedure
  • Salesforce
  • Client Relationship Specialist Certification - 2022
  • Service Delivery Management Certification - Beacon Labs
  • Certified Support Desk Manager (CSDM) - procedure
  • Client Service Communications Training - Asana

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