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Skills

  • Call scripting and workflow optimization
  • Stocking and replenishing
  • CRM
  • Customer Relationship Management (CRM) Software Proficiency
  • International sales support
  • Warehousing functions
  • Customer insight tools and methodologies
  • Customer retention strategy development
  • Conflict resolution and de-escalation
  • Stock management

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Was quick to respond to potential customers' questions and requests.
  • Acquired 8 new customers, resulting in 16% revenue for the team.
  • In the top 5% of employees for successful spearheaded.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Averaged 9 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Asana expert with 14 years of experience in related roles.
  • Tableau and framework techniques have been taught to me.
  • Expert at providing relevant information and options for resolving problems effectively.
  • SAP expert with experience in workflow optimization services.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Engagement Coordinator who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Customer Engagement Coordinator with 10 years of successful client relations and workflow optimization experience.

Accomplishments

  • Monitored all customer interactions and communications to ensure adherence to framework, achieving a compliance success rate of 62% during internal audits.
  • Successfully implemented omni-channel communication strategies, driving a 15% improvement in customer engagement across 14 platforms.
  • Pioneered new engagement initiatives that achieved a 51% improvement in customer loyalty metrics after their implementation in 2021.
  • Reduced average customer response time by 45% through workflow automation, effectively improving customer satisfaction and team productivity.
  • Documented and resolved process which led to category.
  • Monitored multiple support channels to ensure timely and consistent service, achieving a first-response time of under method across all interactions.
  • Designed and executed customer retention campaigns that reduced churn by 44% over three years, increasing long-term profitability.
  • Collaborated with cross-functional teams, including product and marketing, to enhance customer experience, which led to a 31% drop in churn rate.
  • Used social listening tools to monitor online brand reputation, mitigating negative feedback and increasing positive mentions by 16%.
  • Collaborated with team of 2 in the development of method.

Affiliations

  • Association for Experience Design (AEXD)
  • Customer Insight Leadership Council
  • International Association of Administrative Professionals
  • Customer Service Institute of America (CSIA)
  • Rotary International
  • Association for Supply Chain Management (APICS)
  • Customer Service Professionals Network (CSPN)
  • Society of Women Engineers
  • Institute of Customer Service (ICS)
  • International Association of Business Communicators (IABC)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Inbound Marketing Certification by HubSpot Academy
  • Hootsuite Social Media Marketing Certification
  • Certified Professional in Interactive Marketing (CPIM)
  • Salesforce Certified Administrator
  • User Experience (UX) Certificate by Nielsen Norman Group
  • Salesforce Certified Service Cloud Consultant
  • Digital Marketing Certification from Summit Group
  • Chartered Institute of Marketing (CIM) - Digital Customer Experience
  • Certified Professional in Customer Service (CPCS)

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