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Skills

  • Cash reconciliation and deposits
  • Key holder experience
  • Data entry
  • CRM
  • Multi-line phone talent
  • Shipping procedures understanding
  • Collaboration with Team Members
  • Retail materials management
  • Recordkeeping strengths
  • International sales support

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Entered customer interaction details into SAP to track requests, document problems, and record solutions offered.
  • Increased the team's revenue by over $13 in sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.
  • Educated employees on company procedures and services.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Qualified Counter Customer Service with 4 years of experience supporting program company needs in fast-paced customer service and call center environments.
  • Fluent in French. Personable and professional communicator.
  • Counter Customer Service is a service-oriented Counter Customer Service with unrivaled customer service, task prioritization, and time management skills.
  • Counter Customer Service who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to exceeding expectations and leading the team to success.
  • Adobe Creative Suite and metric techniques have been taught to me.
  • Counter Customer Service proactive with experience in providing support and resolving customer complaints.
  • Passionate about ensuring long-term customer satisfaction by providing exceptional service and support.

Accomplishments

  • Consistently ranked in the top 10% of performance metrics for exceeding targeted upsell numbers in 2018.
  • Met or exceeded weekly sales goals for 2 consecutive weeks through effective customer interaction and targeted product recommendations.
  • Documented and resolved initiative which led to process.
  • Utilized HubSpot to streamline task allocation, reducing task completion times by 15 minutes per transaction.
  • Reduced instances of product returns by 68% through better product understanding and enhanced customer interactions.
  • Received consistent positive feedback for demonstrating emotional intelligence and empathy in challenging customer interactions, contributing to a satisfaction score increase of 22%.
  • Resolved customer complaints effectively on first contact, reducing issue escalation by 53%.
  • Continuously learned about new Salesforce offerings and provided customers with up-to-date information, increasing sales by 45% within 2023.
  • Regularly exceeded sales forecast targets by 58% by leveraging deep product knowledge and customer relationship management.
  • Collaborated with team of 5 in the development of framework.

Affiliations

  • International Institute of Retail Management
  • American Marketing Association
  • International Customer Service Association (ICSA)
  • National Association of Social Workers
  • Customer Service Leaders Roundtable
  • Service Mastery Academy (SMA)
  • Certified Retail Analyst Program
  • American Society of Safety Professionals
  • Project Management Institute
  • Institute of Customer Service (ICS)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Service Operations Manager (CSOM) - Summit Group
  • Effective Communication Skills for Retail Professionals - Vantage
  • Certified Specialist in Returns and Exchanges Processes - Workday
  • Certified Associate in Project Management (CAPM) by PMI
  • Certificate of Achievement in Retail Operations - Cedar Works
  • Workplace Technology and Tools Proficiency Certificate - Jira
  • Certified Retail and Customer Engagement Professional - Summit Group
  • Certified Retail Management Professional (CRMP)
  • Certified Specialist in Service Excellence - Vantage

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