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Skills

  • Supervision
  • KPI-driven service improvement
  • Customer retention strategies
  • Relationship development
  • Customer Loyalty Program Implementation
  • Organization
  • Customer service
  • Team building
  • Word processing
  • Operational improvement

Work Experiences

  • Assisted with the acquisition of Scrum Master.
  • Consistently resolved over 10 concerns per day.
  • Oversaw 8 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Ensured transaction security by comparing payment cards to identification.
  • Collaborated with the shift manager to ensure all daily tasks were completed on schedule, resulting in a 67% increase in team productivity.
  • Collaborated with cross-functional teams to redesign our service desk layout, enhancing accessibility and reducing customer service turnaround time.
  • Achieved a 46% approval rate.
  • Boosted efficiency by 73%.
  • Achieved performance goals within 6 months.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.

Summaries

  • Possessing a complete dedication to guest satisfaction.
  • Adaptable and energetic, with strategic planning and vendor management abilities.
  • Clear understanding of performance reporting and cross-functional collaboration as well as process improvement training.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Courtesy Desk Associate with 12 years of experience working in a guest service environment.
  • Multitasker and planner who is smooth and efficient.
  • Customer engagement, quality assurance and vendor management skills are well-known.
  • Achieved 64% accuracy rate.
  • Achieved a 20% improvement in customer feedback scores.
  • Achieved 61% repeat business.

Accomplishments

  • Reduced transaction resolution times by 76% by developing an improved documentation and filing system for customer inquiries.
  • Assisted in the rollout of a new customer self-service kiosk, leading to a 37% increase in positive feedback for self-service options.
  • Collaborated with marketing to design in-store signage that enhanced the customer experience, leading to a 19% improvement in wayfinding efficiency.
  • Developed customer service metrics reports and delivered them to leadership, providing actionable insights that reduced queue times by 23%.
  • Used multi-channel communication strategies to engage with customers and resolve issues, receiving 4 positive customer satisfaction surveys in 2023.
  • Mentored a team of 17 front-end associates in dispute resolution, leading to a 38% decrease in customer complaints.
  • Resolved guest complaints and inquiries, contributing to a 59% improvement in the Frequent Guest Recognition Program's overall performance.
  • Enforced store policies and coordinated with security to maintain a safe and welcoming environment, effectively handling 8 incidents without escalation.
  • Implemented conflict resolution strategies, leading to a 60% reduction in escalated customer issues over a 15-month span.
  • Improved the accuracy of customer refunds and exchanges, contributing to a 16% reduction in loss due to fraudulent returns.

Affiliations

  • Professional Association for Retail Associates
  • Association of Information Technology Professionals
  • Certified Retail Operations Specialist
  • International Guild for Service Desk Professionals
  • Jaycees
  • Society of Women Engineers
  • Retail Employees Association of America
  • National Association of Social Workers
  • Certified Point of Sale (POS) Specialist
  • National Association for Business Economics (NABE) – Customer Outreach Division

Certifications

  • Basic Cash Handling Certification - metric
  • Retail Industry Fundamentals Certification Ironclad Systems
  • Complaint Resolution Specialist Certification - metric
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)
  • Advanced Retail Sales Analysis Course - category
  • Salesforce
  • Certified Retail Inventory Associate (CRIA)
  • Basic Escalation Management Training - Harbor & Co.

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