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Skills

  • Service standard compliance
  • Data entry
  • Receiving support
  • Recordkeeping strengths
  • Order fulfillment
  • Customer inquiry resolution
  • Retail store support
  • Customer follow-up strategies
  • Continuous Improvement Initiatives
  • Sales expertise

Work Experiences

  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customer service training processes were implemented and developed by me.
  • Processed 12 invoices and mailed documentation to clients each three years.
  • Ensure that customers and internal departments are properly communicated with.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Created and maintained a detailed database to develop promotional sales.
  • Was quick to respond to potential customers' questions and requests.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Taught new employees about the company's operations, policies, and services.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Counter Service Officer is a multi-talented Counter Service Officer who is consistently rewarded for planning and operational improvements.
  • Hardworking Counter Service Officer with 17 years of telecommuting experience meeting customer needs.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in cross-functional collaboration and vendor management backed up by Miscellaneous training.
  • Clear understanding of performance reporting and risk assessment as well as vendor management training.
  • Counter Service Officer with 5 years of experience in dealing with customer requests and concerns.
  • Counter Service Officer who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Fluent in Portuguese. Personable and professional communicator.

Accomplishments

  • Achieved 19% customer satisfaction rate by personalizing service and swiftly resolving complex issues during high-traffic periods.
  • Proactively identified areas of improvement in customer interaction processes, increasing customer retention rates by 73% across the past year.
  • Resolved product issue through consumer testing.
  • Coordinated multi-department efforts to improve customer account handovers, enhancing client experiences and reducing errors by 26%.
  • Effectively upsold products to over 35% of daily customer transactions, adding $200,000 to the overall monthly revenue.
  • Collaborated with team of 8 in the development of method.
  • Improved front-desk wait times by 34% through streamlined transaction and queuing processes, enhancing customer satisfaction.
  • Consistently ranked in the top 54% of Counter Service Officers for overall client satisfaction per quarter.
  • Successfully facilitated the onboarding and training of 13 new hires on Microsoft Excel, improving onboarding process efficiency by 37%.
  • Designed and implemented new customer onboarding processes, increasing new account setups by 26% in 18 months.

Affiliations

  • Customer Service Excellence Society - Active Member
  • National Association of Social Workers
  • American Medical Informatics Association
  • American Bankers Association (ABA) - Active Participant
  • Institute of Customer Experience Management (ICEM) - Accredited Member
  • Certified Branch Operations Manager (CBOM) - CPA
  • International Association of Administrative Professionals
  • Institute of Finance and Management (IOFM) - Certified Affiliate
  • Consumer Bankers Association - Leadership Program
  • Certified Financial Services Support Specialist (CFSSP) - Lean

Certifications

  • Project Management Professional (PMP)
  • Certified Leadership in Customer Relations Management
  • Financial Transactions Compliance Certification
  • Certified Counter Service Professional (CCSP)
  • Certified Fraud Examiner (CFE) for Retail and Service Industries
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Certified Call Center Manager (CCM)
  • Queue Management Principles and Certification
  • Customer Relationship Management (CRM) Proficiency Certification

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