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Skills

  • Customer retention optimization
  • International sales support
  • Budget management for marketing campaigns
  • Order fulfillment
  • Collaborative decision-making with sales and product teams
  • Retail materials management
  • Medical terminology knowledge
  • Credit card processing
  • Cross-functional team leadership
  • Data entry

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Educated employees on company procedures and services.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Taught new employees about the company's operations, policies, and services.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Handled over 11 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Dedicated to exceeding expectations and leading the team to success.
  • Worker with a strong understanding of procedure organization and method product issues.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and standard department guidelines.
  • Customer service specialist with over 13 years of experience resolving account and service issues for Miscellaneous clients.
  • Under duress, personable and professional.
  • Costs were consistently reduced while profits were increased.
  • Salesforce expert with experience in process improvement services.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Offering 9 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Systematized regular reports and dashboards, providing real-time insights that contributed to improved decision making and a 56% reduction in response times.
  • Introduced a data-driven paid media strategy that resulted in 13% growth in qualified leads and a 35% reduction in cost-per-click (CPC).
  • Resolved product issue through consumer testing.
  • Documented and resolved initiative which led to metric.
  • Drafted and implemented seasonal acquisition campaigns, surpassing quarterly acquisition goals by 51% and significantly boosting short-term sales.
  • Decreased customer acquisition cost (CAC) by 12% by optimizing the multi-channel attribution model in key campaigns through Microsoft Excel.
  • Managed a cross-functional team of 15, spearheading efforts that drove 69% YoY growth in new customer acquisitions.
  • Reduced abandon cart rates on eCommerce platforms by 74% through implementation of an email retargeting campaign.
  • Monitored the competitive landscape and adjusted targeting strategies, resulting in a 28% increase in customer acquisition efficiency in 2015.
  • Collaborated with team of 14 in the development of initiative.

Affiliations

  • Direct Marketing Association (now ANA) - Strategic Acquisition Division
  • Toastmasters
  • Association for Computing Machinery
  • Online Marketing Certified Professional (OMCP)
  • Customer Acquisition & Retention Society - Active Member
  • Rotary International
  • Society of Women Engineers
  • Association of Information Technology Professionals
  • Freemason
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Salesforce
  • Certified Social Media Marketing Expert (CSMME)
  • Conversion Rate Optimization Expert (CROE)
  • Email Marketing Certification - HubSpot Academy
  • Advanced Search Engine Optimization (SEO) Certification
  • Google Certified Professional Cloud Architect
  • Content Marketing Certification - HubSpot Academy
  • First Aid/CPR Certified
  • Certified Sales Enablement Professional (CSEP)

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