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Skills

  • Collaboration with Marketing for Cross-Function Projects
  • Sales Enhancement Techniques Development
  • Time management and prioritization
  • Conflict Resolution Training & Mediation
  • Onboarding and Recruitment of Team Members
  • Upselling & Cross-Selling Campaign Design
  • Customer complaint root cause analysis
  • Inventory management
  • Training Workshop Delivery & Facilitation
  • Product knowledge enhancement

Work Experiences

  • Achieved results across Denver.
  • Was in charge of keeping track of sales and ensuring that the register was balanced at the end of the day.
  • Am in charge of presenting a positive image of the branch to our customers (in terms of cleanliness, decorations, and so on).
  • Achieved results within framework.
  • Achieved Excellence Award for surpassing sales targets by $3 in 11 months.
  • Assist the customer service supervisor in dealing with customer complaints.
  • Acquired new accounts through customer insights.
  • Step in as supervisor when members of management have other issues/tasks to attend to.
  • Place orders for them when products are not in stock.
  • Greet and assist customers while providing outstanding customer service.

Summaries

  • Customer service-driven professional with a passion for achieving measurable results. Improved overall customer satisfaction by 23% by making key adjustments to operational workflows.
  • Customer care expert recognized for improving first-call resolution rates by 47% after developing in-house knowledge tools. Adept at using data-driven solutions to enhance service efficiency.
  • Collaborated closely with sales.
  • Creative problem-solver.
  • Collaborative leader with a history of optimizing sales CRM systems for enhanced customer engagement. Leveraged data from Salesforce to boost customer satisfaction scores by 68%.
  • Achieved improvements across Chicago.
  • Adept at using data-driven solutions.
  • Committed to innovation.
  • Boosted cross-selling performance by 81%.
  • Customer care expert recognized for improving first-call resolution rates by 72%.

Accomplishments

  • Coordinated and led weekly performance review sessions, enhancing team accountability and improving key performance metrics by 38%.
  • Led the integration of Jira into team workflows, enhancing service efficiency and reducing response times by 79%.
  • Collaborated with cross-functional teams to develop tailored service solutions, resulting in a 76% improvement in SLA adherence.
  • Introduced a team-based rewards system that steadily boosted employee performance, increasing overall service efficiency by 75%.
  • Collaborated with HR to roll out a mentorship program, fostering career development that resulted in 16 internal promotions within 6 months.
  • Introduced an automated customer feedback loop that improved first-call resolution rates by 43% within two years.
  • Supervised and coached a 10-member customer care team to exceed service goals by 71%, earning a company-wide recognition award in 2024.
  • Trained new hires on conflict resolution techniques, leading to a 32% decrease in escalated calls during their first two years.
  • Developed and implemented staff training programs focused on customer communication tactics, leading to a 80% increase in customer satisfaction scores in 12 months.
  • Collaborated with IT to optimize CRM functionality, decreasing customer wait times by 55% and increasing agent productivity.

Affiliations

  • Graduate, Sales Performance Optimization Program, category, 2023
  • Contributing Author, Customer Success & Retention Insights Monthly Journal, standard
  • Graduated, Customer Experience Management Certification Program, method, 2020
  • Speaker, National Conference on Customer Engagement Strategies, Atlanta, 2016
  • Attendee, American Customer Satisfaction Index (ACSI) Certified Training, method
  • Advisor, Upselling & Cross-Selling Working Group, the Northeast, category
  • Graduate, Building High-Performing Teams Certification, Summit Group, 2018
  • Professional Member, Call Center Management Association (CCMA), the Southwest, procedure
  • Attendee, Global Customer Service Leadership Summit, Chicago, 2024
  • Graduate, Strategic Sales Leadership Program, standard, 2022

Certifications

  • Digital Customer Service & Support Certification - Ironclad Systems
  • Certified Sales Coach (CSC) - Ironclad Systems
  • Leadership in Call Center Management Certification - Atlanta
  • Certified Sales and Marketing Executive (CSME) - Cedar Works
  • Certified Professional in Business Analysis (CPBA) - Sales and Customer Focused
  • Certified Customer Experience Professional (CCXP) - procedure
  • Certified Business Process Professional (CBPP) - Northwind
  • Sales Target Achievement Certification - metric
  • Certified Professional in Conflict Resolution and Customer Dispute Management - system
  • Certified Sales Training Professional (CSTP) - Brightline

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