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Skills

  • Recordkeeping strengths
  • Customer feedback analysis and report creation
  • Retail materials management
  • Multi-line phone talent
  • Conflict resolution and mediation
  • Client Retention Strategies
  • Good listening skills
  • Receiving support
  • POS systems expert
  • Strategic sales knowledge

Work Experiences

  • Achieved 13% successful closure rate.
  • Educated customers about promotions to increase sales.
  • Collaborated with cross-functional teams to address service quality gaps, resulting in a 81% improvement in client onboarding.
  • Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Achieved 34% revenue growth.
  • Built and maintained strong working relationships by providing tailored service solutions to high-value corporate clients.
  • Achieved 84% sales growth.
  • Answered a steady stream of customer calls with up to 3 calls in queue per minute.
  • Acted as a key contact for 11 high-profile corporate accounts, strengthening customer retention and renewing contracts for 2019.

Summaries

  • Offering 17 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Worker with a strong understanding of system organization and method product issues.
  • Under duress, personable and professional.
  • Achieved success in providing unsurpassed customer service.
  • Corporate Customer Service Representative with 3 years of experience solving problems creatively and achieving win-win outcomes using tact and diplomacy.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and method department guidelines.
  • Corporate Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Provides feedback to management and communicates trends and recommendations to customers.
  • Allows for a flexible schedule during peak season hours.

Accomplishments

  • Devised an action plan that reduced repeat customer issues by 24%, ensuring quicker and more effective resolutions to complex technical problems.
  • Collaborated with the sales team to align customer service practices with evolving market trends, boosting high-value customer retention by 75%.
  • Contributed to Ironclad Systems's revenue growth by identifying cross-sell opportunities during client interactions, leading to a 17 sales uplift.
  • Restructured the customer feedback mechanism to ensure voice-of-the-customer insights were actioned, leading to 81% product improvement.
  • Managed an account portfolio of 17 high-value corporate clients, resulting in a 30% contract renewal rate and increased customer retention.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Collaborated with team of 18 in the development of category.
  • Successfully trained and mentored 12 junior team members, contributing to a 32% increase in team efficiency and performance metrics.
  • Utilized root cause analysis to identify key customer complaint trends, resulting in a 30% reduction in recurring issues through proactive service improvements.

Affiliations

  • Salesforce Certified Customer Service Specialist
  • Corporate Contact Centers Efficiency Network
  • American Society of Safety Professionals
  • Global Association for Contact Center & Customer Engagement Professionals (CCNG)
  • Contact Center World: The Global Association for Contact Center & Customer Engagement Best Practices
  • International Association of Administrative Professionals
  • Association for Talent Development (ATD) - Client Service Training Certification
  • National Retail Federation (NRF) - Customer Engagement Program
  • Society of Women Engineers
  • Society of Consumer Affairs Professionals in Business (SOCAP International)

Certifications

  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • Certified Customer Service Professional (CCSP) - Meridian
  • Lean Customer Support Advocate – Lean Six Sigma
  • Certified Business Analysis Professional (CBAP)
  • Six Sigma Green Belt - Summit Group
  • Advanced Dispute Resolution Certification – ADR Institute
  • Certified Quality Process Analyst (CQPA), American Society for Quality (ASQ)
  • ISO 10002:2018 Certification for Customer Satisfaction and Complaints Handling – International Organization for Standardization
  • Sales Manager Certificate

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