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Skills

  • Freight operations
  • Software troubleshooting
  • Sales pipeline management
  • Workflow Optimization
  • Active listening skills
  • Technologically savvy
  • Fleet dispatching
  • Promotional support
  • Clerical support
  • Inbound and outbound calling

Work Experiences

  • Was in charge of processing customer account changes.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Took 5+ inbound calls per day and directed them to the appropriate people or departments.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • 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.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Named Top Seller for 6 months through automated.

Summaries

  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Effective Customer Information Representative with 5 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Excel in Tableau offerings, HubSpot use, and strategic planning.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Client service professional with 6 years of experience interacting with clients.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Customer Information Representative with 18 years of experience resolving customer complaints and inquiries.

Accomplishments

  • Sought customer feedback post-service recovery, leading to the development of new service protocols that improved resolution times by 3 minutes.
  • Conceptualized and launched a multichannel customer outreach program, improving engagement rates by 18% within 6 months.
  • Trained and mentored a team of 18 customer service representatives on handling high-priority accounts, improving team efficiency by 57%
  • Successfully implemented conflicting-resolution scripts, decreasing average escalations by 62%.
  • Partnered with the product development team to ensure Power BI product updates were communicated to customers, reducing service complaints by 26%.
  • Identified gaps in service delivery by analyzing customer pain points, leading to the implementation of Power BI with measurable satisfaction increases of 21%.
  • Enhanced customer segmentation based on interaction history, driving a 83% increase in cross-selling conversion opportunities.
  • Designed and delivered training sessions for new team members on CRM best practices, cutting onboarding time by 33%.
  • Developed a detailed FAQ and guided workflow for the knowledge base, which decreased support tickets by 58%
  • Improved productivity by optimizing support team processes, resulting in a 57% increase in customer resolutions without additional headcount.

Affiliations

  • Affiliate, Customer Loyalty and Retention Association (CLRA) – method
  • Certified Customer Experience Professional (CCXP) through the Customer Experience Professionals Association (CXPA) – 2021 Credentialed
  • Recipient, Customer Information Quarterly Excellence Award – 2021
  • Affiliate, Relationship Management Forum (RMF) – process
  • Customer Interaction Analytics Certification obtained through system – 2019
  • Contributor, Customer Service Training and Certification Initiative (CSTCI) – 2021
  • Contributing Author, Customer Communication Best Practices Manual – 2024
  • Customer Information Representative Member, National Business Information Association (NBIA) – program
  • Participant, Customer Escalation and Mediation Summit metric – 2022
  • Keynote Speaker, Service Quality Improvement Webinar, hosted by system – 2019

Certifications

  • Association for Project Management (APM)
  • Certified Consultant in HubSpot CRM
  • ServSafe
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) - RCCSP
  • Certified Business Analysis Professional (CBAP)
  • Time Management Strategies Certification by AMA
  • Microsoft Power BI Data Analyst Associate Certification
  • HubSpot Academy Customer Support Certification
  • Cisco Certified Network Associate (CCNA)

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