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Skills

International sales support
POS systems expert
Stock management
Multilingual communication in English and Mandarin
Service standard compliance
Crisis management and operational resilience
Recordkeeping strengths
Detailed and accurate customer follow-ups
Money handling abilities
Strategic sales knowledge

Work Experiences

Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
Assisted and cross-trained other customer service managers.
Provided ongoing guest service, which included Jira recommendations.
Routed incoming calls to the most qualified personnel and departments within the company.
Averaged 5 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
Provided primary customer support to internal and external customers in a fast-paced environment.
Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
In the top 2% of employees for successful coordinated.

Summaries

Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
Expert at providing relevant information and options for resolving problems effectively.
Costs were consistently reduced while profits were increased.
Overall morale and productivity are boosted by experience in policy development and staff management procedures.
Within Miscellaneous, senior Customer Interaction Agent and outstanding performer in vendor management and cross-functional collaboration.
Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
Dedicated to meeting and exceeding metric objectives through effective communication and category abilities.

Accomplishments

Led daily calibration meetings to ensure that the team maintained 60% accuracy in responding to customer queries.
Received Outstanding Service Award for consistently meeting and exceeding KPIs for response times and issue resolution.
Identified customer pain points using data analytics, resulting in a 40% improvement to the overall customer experience.
Provided customer service in both English and Spanish, expanding service capabilities to international markets and increasing satisfaction rates by 78%.
Led the redesign of email response templates that lowered average handling time by 44% while ensuring message consistency and professionalism.
Designed and launched a customer feedback program that gave insights into client satisfaction, boosting overall performance by 20%.
Optimized the resolution process by establishing a new protocol that decreased average ticket resolution time from 7 hours to 6 hours.
Exceeded monthly call metrics by 28% through multi-tasking and efficiently handling customer concerns.
Contributed to team achieving 76% YOY customer growth through targeted upselling and cross-selling initiatives.
Used method to manage incoming customer queries and reduce average response time by 73%, contributing to enhanced customer retention.

Affiliations

Association of Support Professionals (ASP)
Remote Customer Service Professionals Association
Society of Women Engineers
Certified Call Center Manager (CCCM) Program
National Association for Specialist Customer Support Services
Global Call Center Association
Certified Technology Specialist (CTS) for Service Industries
Professional Association for Customer Engagement (PACE)
American Marketing Association
International Council of Nurses

Certifications

IT Customer Support Specialist Certification – process
First Aid/CPR Certified
Active Listening Techniques Certification – Northwind
Google Certified Professional Cloud Architect
Apple Certified Associate (ACA)
Certified Public Accountant (CPA)
Certified Customer Service Professional (CCSP) - Northwind
CompTIA IT Fundamentals (ITF+) - Harbor & Co.
Certified Call Center Manager (CCCM) - Ironclad Systems
Cisco Certified Network Associate (CCNA)

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