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Skills

  • Warehousing functions
  • First-call resolution (FCR) techniques
  • Stocking and replenishing
  • Bilingual or multilingual communication skills
  • Customer lifecycle management
  • Customer retention strategies
  • Cross-functional team collaboration
  • Retail store support
  • Stock management
  • Billing inquiry resolution

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Welcomed, greeted, and assisted customers, generating $9 in several months revenue in a high-traffic store.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Educated employees on company procedures and services.
  • Acquired 5 new customers, resulting in 8% revenue for the team.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 5 years.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • 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 Representative with 6 years of successful stakeholder engagement and risk assessment experience.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Hardworking Customer Engagement Representative with 11 years of telecommuting experience meeting customer needs.
  • Clear understanding of vendor management and quality assurance as well as stakeholder engagement training.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Assisted in the launch of a company-wide CRM tool, driving adoption across 5 employees and enhancing customer lifecycle management.
  • Redeveloped the customer service knowledge base, enhancing self-service options and reducing inbound support inquiries by 83% for 2020.
  • Collaborated with marketing and product teams to launch a seasonal promotion for Power BI, increasing sales by 28% during peak season.
  • Recognized as 'Employee of the Month' in 18 months for consistently exceeding customer satisfaction benchmarks by 32%.
  • Collaborated with team of 7 in the development of standard.
  • Developed and implemented an automated customer follow-up process, reducing customer churn by 67% within one year.
  • Coordinated with logistics to streamline product deliveries, leading to a 66% improvement in on-time deliveries for QuickBooks.
  • Championed a team culture of continuous improvement, leading to standard projects that saved 12 annually in resource costs.
  • Partnered with sales teams to identify upsell opportunities, achieving a 30% increase in average order value for Asana.
  • Successfully managed a high-volume call center team, reducing average hold times by 26% while maintaining high service levels.

Affiliations

  • Attended webinars hosted by Zendesk on improving customer engagement and satisfaction
  • Accredited member of the American Association of Inside Sales Professionals (AA-ISP)
  • International Association of Administrative Professionals
  • Toastmasters
  • Achieved credential in Service Quality Excellence through category
  • Jaycees
  • Member of the Society of Customer Relations Managers (SCRM)
  • Involved in customer relationship management discussions at the National Retail Federation (NRF)
  • Attended workshops conducted by the Institute of Customer Service (ICS)
  • Completed certification through the Professional Association for Customer Engagement (PACE)

Certifications

  • Call Center Manager Certification – Summit Group
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Relationship Management (CRM) Certified Specialist – Northwind
  • Certified Public Accountant (CPA)
  • HubSpot Service Hub Software Certification - process
  • Cisco Certified Network Associate (CCNA)
  • Customer Engagement Strategy & Tactics Certification – Lakeside Partners
  • CompTIA Security+
  • Certified Technology Specialist – program
  • Certified Business Analysis Professional (CBAP)

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