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Skills

  • Inventory control
  • Operations management
  • Credit and collections
  • Pet charting information
  • In-store support
  • Technologically savvy
  • Clerical support
  • High-energy attitude
  • Stockroom procedures
  • Cross-functional team collaboration

Work Experiences

  • Assessed customer needs and upsold products and services to increase standard sales.
  • Aided contract negotiations by presenting customers with appealing options and collaborating with colleagues to close deals and process sales.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Ranked as the most effective in spearheaded out of 4 representatives.
  • Provided translation services for a 10-person team to meet the needs of Mandarin-speaking customers.
  • Trained 3 new employees in procedures and policies in order to improve team performance each quarter.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Conducted customer interviews for system issues and provided feedback to the management team.

Summaries

  • With extensive experience in the framework industry, I am a knowledgeable and dedicated customer service professional.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 9 years.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Dedicated to exceeding expectations and leading the team to success.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • Well-versed in ServiceNow solutions and a strong communicator.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Jira expert who excels at meeting and exceeding sales targets.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Increased the handling capacity of the customer service team by 42% by implementing new communication tools such as Asana.
  • Led a team of 16 associates to exceed framework by 48%, ensuring seamless customer service operations across category.
  • Collaborated with cross-functional departments, improving the quality and timeliness of service requests, leading to a 61% boost in operational efficiency within two years.
  • Generated 38% increase in repeat business by leading customer success initiatives and value-added services promotions.
  • Achieved a 62% reduction in cost-per-acquisition by refining customer service workflows and improving automation efforts.
  • Collaborated with team of 11 in the development of system.
  • Designed customer feedback loop systems that helped improve first-response times by 12 hours, boosting client engagement by 61%.
  • Delivered insights through data analysis on customer behavior which contributed to a 37% increase in new product feature requests.
  • Awarded CPA for excellence in managing complex client relationships in fast-paced environments.
  • Developed and executed a customer experience improvement plan that resulted in a 63% increase in customer retention within the past year.

Affiliations

  • Panelist, Customer Support Summit in Raleigh, 2018
  • Board Member, Customer Experience Improvement Initiative in the West Coast, 2017-2016
  • Member, Society of Customer Relations Professionals (SCRP), 2016 – Present
  • Speaker, Customer Success Conference in Denver, 2021
  • Member, Association of Customer Service Professionals (ACSP) framework
  • Certified Professional Customer Experience (PCX), 2016
  • Member, International Customer Service Association (ICSA) since 2017
  • Contributor, Forbes Communication Council, 2019
  • Panel Member, Customer Retention and Success Forum, Denver, 2015
  • Member, Association for Customer Engagement (ACE), 2018

Certifications

  • Certified Customer Insights Analyst (CCIA)
  • CompTIA Security+
  • Leadership and Team Building for Customer Service Certification
  • ITIL Foundation Certification – Customer Support
  • Professional Selling Skills Certificate by Beacon Labs
  • Certified Business Analysis Professional (CBAP)
  • Certified Protection Officer (CPO)
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)

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