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Skills

  • Training development aptitude
  • Account management
  • Customer retention strategies
  • Key holder experience
  • Medical terminology knowledge
  • Complaint handling and resolution
  • Report preparation
  • Data presentation and visualization
  • Strategic sales knowledge
  • International sales support

Work Experiences

  • Increased the team's revenue by over $12 in sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was quick to respond to potential customers' questions and requests.
  • Customer service training processes were implemented and developed by me.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • In the top 9% of employees for successful optimized.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Contributed to $5 in annual store sales per 6 months.

Summaries

  • Competent Customer Engagement Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Microsoft Excel expert with experience in risk assessment services.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • Achieved success in providing unsurpassed customer service.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Engagement Representative proactive with experience in providing support and resolving customer complaints.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 5 years.
  • Fluent in Portuguese. Personable and professional communicator.

Accomplishments

  • Designed and implemented a feedback loop leading to product enhancements that improved customer satisfaction by 60%.
  • Successfully managed a high-volume call center team, reducing average hold times by 26% while maintaining high service levels.
  • Contributed to service recovery initiatives that retained 30% of at-risk accounts through personalized outreach.
  • Exceeded team goals for cross-selling, contributing to a 38% overall increase in revenue for Adobe Creative Suite.
  • Reduced excessive wait times by 46% by introducing a multi-channel support approach utilizing live chat and email.
  • Led the implementation of a company-wide customer engagement strategy, resulting in a 22% increase in overall customer retention in 2016.
  • Collaborated with team of 7 in the development of standard.
  • Provided exceptional post-purchase follow-up that increased repeat customer rates by 59%.
  • Delivered monthly customer feedback reports to the leadership team, helping foster data-driven decision-making across operations.
  • Championed a team culture of continuous improvement, leading to standard projects that saved 12 annually in resource costs.

Affiliations

  • Attended workshops conducted by the Institute of Customer Service (ICS)
  • Lions Club
  • International Council of Nurses
  • Certified through category for Customer Support
  • Member of the Support Driven community for customer support professionals
  • Association for Talent Development (ATD) – participating in customer relationship management training
  • Nominated for Customer Engagement Representative of the Year Award by system for exceptional customer retention results
  • Association for Computing Machinery
  • Member of the Society of Customer Relations Managers (SCRM)
  • Accredited member of the American Association of Inside Sales Professionals (AA-ISP)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • HubSpot Service Hub Software Certification - process
  • Certified Customer Service Professional (CCSP) - Lakeside Partners
  • Certified in Customer Communication & Negotiation – standard
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Relationship Management (CRM) Certified Specialist – Northwind
  • Certified Call Center Professional (CCCP) - Harbor & Co.
  • Six Sigma Yellow Belt for Customer Engagement – Ironclad Systems
  • Certified Public Accountant
  • CompTIA Security+

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