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Skills

  • MS Office
  • Upselling techniques
  • Performance metrics analysis
  • Customer journey mapping
  • Adaptive customer service skills
  • Team building
  • Point of sale knowledge
  • Complaint resolution
  • Method equipment
  • Organization

Work Experiences

  • Collaborated with sales to streamline check-in procedures.
  • Addressed customer inquiries directly.
  • Collaborated with management to optimize staffing.
  • Answered 9 calls per one year to help customers with their questions and concerns.
  • Increased the team's revenue by over $12 in sales.
  • Adhered to company standards consistently.
  • Taught new employees about customer service, money management, and organizational techniques.
  • Actively participated in weekly staff meetings to provide insight into frequent customer inquiries and helped direct team solutions.
  • Assisted in back-office administration.
  • Boosted foot traffic by $18.

Summaries

  • Adept at managing high-volume foot traffic and optimizing queue systems, resulting in more efficient customer flows and 28% higher first impression ratings over a the past year.
  • Adept at managing high-volume foot traffic.
  • Achieved a 72% reduction in language barriers.
  • Sales Assistant with a specialty in data analysis.
  • Achieved measurable operational improvements.
  • Assisted diverse customer needs.
  • Within Miscellaneous, senior Customer Greeter and outstanding performer in workflow optimization and data analysis.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Assisted with featured product upselling.

Accomplishments

  • Trained new greeter associates on customer engagement best practices while consistently meeting store expectations for efficiency.
  • Took the lead in addressing and solving minor issues at points of entry, improving first-contact resolution rates by 63%.
  • Coordinated with security personnel and maintained a controlled, conflict-free entry environment which resulted in 44% fewer customer incidents.
  • Suggested signage and greeting script changes, resulting in a clearer, more concise introduction to store promotions and policies.
  • Proactively engaged with guests at entry to suggest cross-sell opportunities, driving additional sales worth approximately metric per week/month.
  • Maintained a high level of customer engagement, resulting in 28% increase in net promoter score (NPS) over the past year.
  • Welcomed an average of 10 customers daily, ensuring a smooth and friendly start to their shopping experience.
  • Continually monitored entrance area for cleanliness and presentation, proactively alerting the cleaning crew to maintain a positive ambiance.
  • Collaborated with sales associates and management to optimize front-end initiatives, contributing to an inventory turnover improvement of 10.
  • Awarded Employee of the Year for superior customer engagement at the store entrance, maintaining a consistent approach with both returning and new customers.

Affiliations

  • American Marketing Association
  • Hospitality Sales & Marketing Association International (HSMAI)
  • National Association of Professional Saleswomen and Men
  • Global Customer Engagement Academy (GCEA)
  • Membership in Crisis Management Professionals Group
  • Retail Technology Integrations Professionals Network
  • Certified in Upsell and Cross-Sell Tactics CPA
  • Society for Customer Service Professionals (SCSP)
  • International Institute for Modern Retail
  • Association for Computing Machinery

Certifications

  • Bilingual Communication in Customer Service Certification - process
  • ServSafe
  • Cash Handling Skills Certificate - process
  • Customer Service & Sales Certification - metric
  • Certified Business Analysis Professional (CBAP)
  • Certified People Greeter Program - process
  • Certified Event Organizer for Retail Environment - system
  • Multitasking in High-Pressure Environments Certification - metric
  • Certified Customer Service Manager (CCSM) - framework
  • Certified Visitor Flow Manager - Meridian

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