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Skills

  • Client Conflict Resolution in Miscellaneous
  • Customer retention strategy development
  • Customer Escalation Management
  • Onboarding and Training Optimization
  • Client onboarding experience enhancement
  • Upselling and Cross-Selling Metrics Tracking
  • Time management and task prioritization
  • Multichannel Sales Strategies
  • Sales funnel optimization
  • CRM System Maintenance (e.g., SAP)

Work Experiences

  • Boosted post-sale satisfaction scores by 85%.
  • Boosted team morale.
  • Addressed common service issues.
  • Contributed to 15 employees earning a Scrum Master.
  • Am responsible for keeping accurate records of cash reports to be sent to the Accounting Department.
  • Achieved resolution in less than 6 hours.
  • Collaborated with logistics and IT departments.
  • Am assessing the performance of the customer service and sales teams in order to improve the company's overall performance.
  • Challenged the team to exceed sales quotas by 34%, leading to consistent over-achievement of monthly revenue goals.
  • Decreased training time by 44%.

Summaries

  • Consistently met 68% of sales KPIs.
  • Achieved results over 2022 years.
  • Customer-focused supervisor.
  • Aligned teams to surpass performance targets.
  • Collaborated effectively with sales and marketing teams.
  • Customer Care and Sales professional.
  • Creative problem solver with the ability to manage escalations, cross-team challenges, and strategic process improvements that have yielded a 21% increase in overall customer satisfaction ratings.
  • Customer-focused Team Leader.
  • Achieved consistent overachievement of sales quotas.
  • Customer-focused team leader with a history of re-structuring sales funnels to increase lead conversions by 68% over 2015. Expert at delivering constructive feedback, resulting in sustained improvements in customer engagement.

Accomplishments

  • Collaborated with marketing to personalize communications, driving a 85% increase in cross-sell and upsell recommendations.
  • Established cross-departmental communication protocols, streamlining customer issue resolutions and cutting response times by 45%.
  • Organized customer feedback sessions, incorporating insights into customer service best practices that improved survey ratings by 75%.
  • Delivered a custom training program that resulted in a 49% improvement in first-month onboarding success among new hires.
  • Pioneered a peer-mentorship initiative that accelerated skill development for junior team members, reducing onboarding time by 16 weeks.
  • Conducted quarterly sales and customer service performance reviews, ensuring that 81% of the team hit or exceeded their targets.
  • Developed a new team workflow that reduced average case resolution time by 73%, elevating overall customer satisfaction.
  • Collaborated with HR on new incentives for top performers, resulting in a sustained 50% improvement in overall team morale and output.
  • Championed the use of CRM technology to deliver personalized customer service experiences, achieving a 70% increase in NPS scores.
  • Facilitated interdepartmental workshops that improved understanding of the customer journey, leading to a 40% reduction in friction points.

Affiliations

  • Member, National Customer Service Association (NCSA) - Actively participating in events to stay updated on customer service best practices and trends.
  • Annual Attendee, International Customer Service Conference – Networking and learning new methods for leading high-performance customer service and sales teams.
  • Guest Speaker, Customer Success Conference - Led discussions around quality assurance and staffing initiatives within customer support teams.
  • Certificate, Advanced Sales Techniques by method – Completed this program to improve skills in cross-selling and upsell strategies.
  • Volunteer Trainer, Local Sales Excellence Workshop - Led weekly trainings to sharpen leadership and sales management skills in a community of sales professionals.
  • Coordinator, Regional Call Center Leadership Group - Organized and hosted regular meetings to discuss strategies for reducing average handle time and boosting customer satisfaction.
  • Participant, Annual Customer Care Summit 2021 — Engaged with speakers and workshops around improving customer communication and conflict resolution techniques.
  • Member, Sales Management Association - Regularly participating in webinars and events focused on sales strategy enhancement and employee coaching.
  • Panelist, Sales & Service Excellence Conference – Shared successful case studies on lead conversion funnel management and sales growth strategies across industries.
  • Member, Society for Human Resource Management (SHRM) - Focusing on staff performance, growth, and professional development within my supervisory role.

Certifications

  • Certified Sales Leadership Professional (CSLP) - Cedar Works
  • Effective Communication Techniques Certification - process
  • HubSpot Inbound Sales Certification - HubSpot Academy, 2022
  • Data-Driven Decision Making in Sales - Coursera, metric, 2018
  • Certified Call Center Supervisor (CCCS), Beacon Labs
  • Customer Journey Mapping & Experience Improvement - Lakeside Partners, 2024
  • Conflict Resolution & Communication Skills Certificate - Ironclad Systems, 2017
  • Professional Sales Management Certification - Ironclad Systems
  • Multilingual Customer Service Certification (English, Portuguese) - metric
  • Certified Multilingual Support Professional (Mandarin) - framework, 2021

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