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Skills

  • Key stakeholder relationship building
  • Advanced phone communication skills
  • Strategic sales knowledge
  • Customer engagement metrics reporting
  • Customer experience enhancement techniques
  • Customer complaint resolution
  • Cross-functional team leadership
  • Service standard compliance
  • Client needs assessment and customization
  • Sales expertise

Work Experiences

  • Processed 2 invoices and mailed documentation to clients each one year.
  • Provided clients with basic technical support for a variety of framework company products.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was quick to respond to potential customers' questions and requests.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Educated employees on company procedures and services.

Summaries

  • Dedicated to meeting and exceeding initiative objectives through effective communication and metric abilities.
  • Jira expert with experience in performance reporting services.
  • Hardworking Customer Engagement Specialist with 12 years of telecommuting experience meeting customer needs.
  • Customer Engagement Specialist with 15 years of successful team leadership and stakeholder engagement experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Fluent in French. Personable and professional communicator.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Provided escalated support to resolve critical customer issues, reducing churn by 45% in 2016.
  • Created personalized engagement strategies for high-value customers, resulting in an average order value increase of $12 across 5 clients.
  • Created cross-sell and upsell strategies that increased average deal size by $13 and boosted revenue by 68% in 2019.
  • Oversaw customer success team initiatives that contributed to a 24% increase in renewal rates across 4 strategic accounts.
  • Collaborated with cross-functional teams to identify pain points and develop solutions that improved the NPS by 46%.
  • Led initiative to reduce response times and improve customer satisfaction, achieving 17% reduction in average handling time across sales.
  • Developed and launched loyalty programs that increased repeat purchases by 29% and drove $12 in additional revenue over 6 months.
  • Created targeted surveys to gauge post-service feedback, utilizing data to improve NPS by 74% across finance.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved 12 escalated tickets, achieving a 78% customer resolution rate and reducing escalations by 71%.

Affiliations

  • Women in Customer Success Network
  • CX University - Certified Customer Experience Specialist (CCXP)
  • Certified Customer Service Trainer (CCST) - 2022
  • Customer Experience Professionals Association (CXPA)
  • LinkedIn Learning Customer Service Leadership Program 2019
  • Google Analytics Certification - 2015
  • Member of Society of Women in Customer Management
  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Net Promoter Certified Associate (NPCA) 2016

Certifications

  • Customer Engagement Strategies Certification by edX
  • Certified Customer Experience Professional (CCXP)
  • Certificate in Customer-Driven Marketing by LinkedIn Learning
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • Multilingual Communication Skills Certification
  • CX Transformational Leader Certification by CX University
  • Mobile Marketing Certification by Digital Marketer
  • Google Ads Display Certification
  • Certified Social Media Manager by Digital Marketer

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