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Skills

  • POS systems expert
  • Medical terminology knowledge
  • Training development aptitude
  • Strategic sales knowledge
  • Customer Advocacy & Support
  • Account management
  • Retail materials management
  • Shipping procedures understanding
  • First-Contact Resolution Optimization
  • Conflict Resolution & Mediation

Work Experiences

  • Processed 11 invoices and mailed documentation to clients each the past year.
  • Contributed to $9 in annual store sales per one year.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Assisted and cross-trained other customer service managers.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Welcomed, greeted, and assisted customers, generating $14 in three years revenue in a high-traffic store.

Summaries

  • ServiceNow expert with 4 years of experience in related roles.
  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Fluent in Portuguese. Personable and professional communicator.
  • Very knowledgeable about Salesforce, as well as framework competitors and offerings.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to exceeding expectations and leading the team to success.
  • Within Miscellaneous, senior Customer Assistance Representative and outstanding performer in vendor management and strategic planning.
  • Customer Assistance Representative proactive with experience in providing support and resolving customer complaints.
  • Under duress, personable and professional.

Accomplishments

  • Resolved product issue through consumer testing.
  • Identified and resolved gaps in remote agent communication which improved overall team responsiveness by 40%.
  • Recognized and corrected patterns of miscommunication within internal processes, improving the team's response accuracy by 54%.
  • Contributed to a Summit Group achieving Employee of the Year by enhancing customer service protocols and procedures.
  • Decreased customer wait times by training agents on enhanced time-management techniques, cutting handling time by 30%.
  • Streamlined inter-departmental communication processes, reducing issue resolution time for priority clients by three years.
  • Crafted training materials that empowered agents, reducing average call-handling time by 45%.
  • Launched a successful customer onboarding program that reduced first-time user error rates by 54%.
  • Increased service department efficiency by 82% after restructuring ticket prioritization workflows.
  • Created a client resources hub that reduced repeat inquiry rates by 43%, increasing agent productivity.

Affiliations

  • Association for Computing Machinery
  • Freemason
  • Six Sigma Green Belt Certification
  • International Retention and Loyalty Association
  • National Association of Social Workers
  • National Association of Call Centers (NACC)
  • Jaycees
  • Academy of Customer Experience (ACE)
  • International Call Center Management Institute (ICMI)
  • Retail Customer Advocacy Partners

Certifications

  • Advanced Customer Service Excellence Certification - standard
  • Professional Certificate in Customer Retention Strategies - Brightline
  • Certified Customer Experience Professional (CCXP) - Beacon Labs
  • Customer Journey Mapping Masterclass - system
  • Certified Internet Marketing Specialist (CIMS) - Harbor & Co.
  • Customer Success Management Certification - Harbor & Co.
  • Microsoft Office Specialist: Excel 2023
  • Zendesk Support Administrator Certification
  • Certified Public Accountant (CPA)
  • Inbound Sales Certification - Tableau

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