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Skills

  • International sales support
  • Customer retention strategies
  • Retail store support
  • Bilingual/multilingual communication abilities
  • Receiving support
  • Retail materials management
  • Report preparation
  • POS systems expert
  • Data entry
  • CRM

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept up to date on product and service changes.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Provided ongoing guest service, which included Jira recommendations.
  • Created and maintained a detailed database to develop promotional sales.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • Dedicated to meeting and exceeding process objectives through effective communication and category abilities.
  • Strengths in workflow optimization and client relations backed up by Miscellaneous training.
  • Motivated to keep customers happy and contribute to the company's success.
  • Committed to providing world-class customer service while remaining professional.
  • Under duress, personable and professional.
  • With extensive knowledge of strategic planning and proven multitasking abilities, I am well-versed in project and time management.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • 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.
  • Customer Engagement Champion who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Developed and implemented post-purchase engagement strategies that increased customer retention by 58%.
  • Maintained retention levels of 52% within high-profile accounts by developing customized engagement strategies.
  • Collaborated with team of 16 in the development of program.
  • Drove customer satisfaction initiatives, catalyzing a 27% boost in positive feedback on system.
  • Liaised with product management to refine post-launch product messaging, driving a 16% uptake in product feature usage.
  • Supported email marketing initiatives, achieving 22% open rates and 21% click-through rates, effectively driving re-engagement.
  • Conducted detailed renewal forecasting and contributed to achieving an 8% year-over-year growth in retained customers.
  • Initiated internal process changes that reduced average case handling time (AHT) by 77%, improving overall support efficiency.
  • Developed and presented customer experience insights to senior management, leading to a 37% reduction in customer churn.
  • Performed bilingual support for Spanish customers contributing to 18% improvement in customer satisfaction across diverse markets.

Affiliations

  • Client Success Parity Guild (CSPG)
  • Society of Women Engineers
  • International Customer Service Institute (ICSI)
  • Help Desk Institute (HDI)
  • Customer Relationship Management Institute (CRM Initiative)
  • Enterprise CRM Systems Users Study Group (ECRM)
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Chartered Institute of Marketing (CIM) Member

Certifications

  • Certified CSR Excellence - G-CEM
  • First Aid/CPR Certified
  • Advanced CRM and Sales Support Certification - CRM Council
  • Customer Experience Leader Training - Strativity Group
  • Google Certified Professional Cloud Architect
  • Six Sigma Green Belt Certification - Vantage
  • Salesforce
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Telephone Customer Service Professional - LOMA

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