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Skills

  • Customer complaint resolution
  • Escalation management
  • Sales expertise
  • Staff education and training
  • Shipping procedures understanding
  • Customer journey mapping
  • Retail store support
  • Customer feedback loop improvement
  • Sales forecasting
  • Client account retention strategies

Work Experiences

  • Created and maintained a detailed database to develop promotional sales.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Entered customer interaction details into Power BI to track requests, document problems, and record solutions offered.
  • Assisted and cross-trained other customer service managers.
  • Used a POS system to itemize and total the purchases of 11 customers.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • 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.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Customer Assistant Officer is a multi-talented Customer Assistant Officer who is consistently rewarded for planning and operational improvements.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 7 years.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer service specialist with over 8 years of experience resolving account and service issues for Miscellaneous clients.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Reduced average handling time (AHT) by 62% through optimization of customer workflows and newly adopted Microsoft Excel.
  • Improved customer loyalty by introducing new follow-up steps for unresolved cases, leading to an increase in customer retention by 57%.
  • Developed and executed a customer retention strategy, increasing renewal rates of Power BI by 62% in 7 months.
  • Delivered high-quality service through Power BI, achieving a KPI score of 25% for 2017.
  • Handled an average of 17 high-priority customer complaints daily, consistently achieving a first-contact resolution rate of 78%.
  • Evaluated and redesigned team workflows, which led to more efficient case handling and a 46% reduction in customer wait times.
  • Led a cross-departmental project to revamp the customer feedback loop, which increased net promoter score (NPS) by 38% within 2022.
  • Played a key role in identifying and resolving technical issues via collaboration with IT, reducing downtime across critical customer service systems by 43%.
  • Collaborated with team of 13 in the development of program.
  • Trained and mentored a team of 15 customer representatives, resulting in a department-wide operational efficiency boost of 76%.

Affiliations

  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • American Customer Satisfaction Index (ACSI)
  • ISACA Certified in Risk and Information Systems Control (CRISC) - OSHA
  • Certified Support Manager Program - Beacon Labs
  • Project Management Institute
  • Customer Experience Professionals Association (CXPA)
  • Certified Customer Service Professional (CCSP) Organization
  • Jaycees

Certifications

  • HubSpot Service Hub Software Certification
  • Certified Call Center Supervisor (CCCS)
  • First Aid/CPR Certified
  • Certified Professional in Customer Experience (CPCX)
  • CompTIA Security+
  • Certified Sales Leadership Professional (CSLP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce Certified Service Cloud Consultant
  • Emotional Intelligence (EQ) Development for Customer Service Professionals
  • Certified Customer Service Professional (CCSP)

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