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Skills

  • Cross-selling and up-selling techniques
  • Shipping procedures understanding
  • Customer service strategy optimization
  • Professional telephone demeanor
  • Customer feedback collection and analysis
  • Credit card processing
  • Customer Retention Strategy
  • International sales support
  • Customer satisfaction tracking and optimization
  • Stocking and replenishing

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Taught new employees about the company's operations, policies, and services.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Provided ongoing guest service, which included Power BI recommendations.
  • Facilitated metric orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Worker with a strong understanding of standard organization and initiative product issues.
  • Microsoft Excel expert with 3 years of experience in related roles.
  • Costs were consistently reduced while profits were increased.
  • Within Miscellaneous, senior Customer Assistance Associate and outstanding performer in process improvement and risk assessment.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Collaborated with team of 11 in the development of method.
  • Maintained detailed records of all customer interactions using process, ensuring accurate logging and analytical insights for process enhancements.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved escalated VIP customer concerns within two years, achieving a 22% retention rate for high-value accounts.
  • Monitored industry trends to introduce customer service benchmarks that resulted in a 84% improvement in our Net Promoter Score (NPS) within a three years.
  • Facilitated timely customer complaint resolution, achieving an average resolution time of two years, which led to an overall satisfaction score increase of 76%.
  • Designed customer follow-up surveys that led to a 16% improvement in post-service feedback and actionable data for service adjustments.
  • Trained over 17 new employees in customer service best practices, resulting in a 67% reduction in onboarding-related errors within their first two years.
  • Facilitated transition to a new CRM software, ensuring team proficiency and reducing manual input errors by 49%.
  • Contributed to process improvements by implementing automated responses to common inquiries, improving handling time by 15 seconds per inquiry.

Affiliations

  • Effective Communication Leadership Program
  • Certified Support Manager Program
  • Call Center Network Group (CCNG)
  • Toastmasters
  • Association of Information Technology Professionals
  • National Association for Managers of Customer Service (NAMCS)
  • International Council of Nurses
  • Service Desk Institute (SDI)
  • American Society of Safety Professionals
  • Society of Human Resource Management

Certifications

  • ServSafe
  • Certified Public Accountant
  • Polished Client Communication Certification through Coursera
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Dynamics 365 Fundamentals Certification
  • HubSpot Customer Success Certification
  • Microsoft Certified Customer Data Platform Specialist
  • HubSpot Academy Customer Support Certification
  • Customer Service Management Certified (CSMC) by IAP Career College
  • Certified Support Manager (CSM) from the Service Strategies Corporation

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