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Skills

  • Multi-line phone talent
  • Service standard compliance
  • Key holder experience
  • Escalated issue resolution within 6 hours
  • Data entry
  • Retail store support
  • International sales support
  • Client communication for international contexts
  • Complaint escalation protocol development
  • Sales expertise

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Processed 3 invoices and mailed documentation to clients each three years.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Acquired 17 new customers, resulting in 3% revenue for the team.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Kept the system and process areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Customer service training processes were implemented and developed by me.

Summaries

  • Fluent in Japanese. Personable and professional communicator.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Representative with 18 years of retail experience in fast-paced, team-oriented environments.
  • Costs were consistently reduced while profits were increased.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Jira expert with experience in budget management services.
  • Clear understanding of risk assessment and performance reporting as well as cross-functional collaboration training.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 16 years.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Monitored and tracked Net Promoter Score (NPS) on a monthly basis, identifying key drivers for a 60% increase in customer loyalty.
  • Created a customer escalation protocol that lowered escalation rates by 21%, improving overall response times.
  • Introduced client feedback mechanisms that informed decision-making at the senior management level, improving product offerings by 55%.
  • Developed comprehensive knowledge-base resources that curtailed inbound customer inquiries by 52%.
  • Handled 2 customer interactions per day; consistently maintained a customer satisfaction score of 68%.
  • Reduced average email response times by 3 hours through the adoption of a structured workflow implementation.
  • Enhanced live chat response efficiency, decreasing average resolution time by 23% and maintaining an NPS of 18.
  • Managed and analyzed customer service ticket trends, directly contributing to Adobe Creative Suite adjustments that led to a 62% decrease in negative feedback.
  • Coached team members on advanced troubleshooting, achieving a 56% increase in issue resolution on first contact.
  • Partnered with product development teams to relay customer feedback, contributing to the launch of a Workday feature that improved usability.

Affiliations

  • American Society of Safety Professionals
  • Participants, The International Association of Support Professionals (IASP)
  • Member, Call Center Management Association (CCMA)
  • Affiliate, Customer Satisfaction Network
  • Member, Society of Contact Center Strategy (SCCS)
  • Project Management Institute
  • Member, Society of Workforce Planning Professionals (SWPP)
  • Association for Computing Machinery
  • Member, International Association of Customer Contact Professionals (IACCP)
  • Member, Customer Experience Professionals Association (CXPA)

Certifications

  • Certified Email Marketing Professional (CEMP)
  • Professional Certified Marketer (PCM) – Customer Experience
  • Microsoft Dynamics 365 Certification for Customer Service
  • ITA Customer Relationship Management Professional (CRMP) - Cedar Works
  • CompTIA Network+
  • Certified Public Accountant
  • Certified Customer Engagement (CCE) - Summit Group
  • Certified Bilingual Customer Support Specialist - German
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician

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