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Skills

  • Training program design
  • Key holder experience
  • Money handling abilities
  • CRM
  • Recordkeeping strengths
  • Retail store support
  • Stocking and replenishing
  • Multi-line phone talent
  • Data-driven decision making
  • Escalation management

Work Experiences

  • Educated employees on company procedures and services.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Increased the team's revenue by over $11 in sales.
  • Customer service training processes were implemented and developed by me.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Assisted and cross-trained other customer service managers.
  • Looked into and resolved issues with accounting, service, and delivery.

Summaries

  • Under duress, personable and professional.
  • Customer Service Representative with 9 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and standard abilities.
  • With extensive knowledge of stakeholder engagement and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Hardworking Customer Loyalty Representative with 13 years of telecommuting experience meeting customer needs.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Customer service specialist with over 5 years of experience resolving account and service issues for Miscellaneous clients.
  • Clear understanding of workflow optimization and process improvement as well as strategic planning training.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Resolved escalated customer inquiries across multiple communication channels, achieving a 51% improvement in satisfaction scores.
  • Increased upsell success rate by 51% by tailoring solutions to customer-specific needs informed by data analytics.
  • Identified process inefficiencies in CRM data management software and led automation enhancements, reducing manual input errors by 36% points.
  • Successfully managed inbound and outbound communications through email, phone, and live chat, surpassing service level agreements by 50%.
  • Drove a 54% improvement in first-call resolution rates through root cause analysis and targeted staff training initiatives.
  • Collaborated with cross-functional teams to streamline the refund and exchange process, reducing customer churn by 13 customers per month.
  • Collaborated with data science teams to build predictive models that improved customer satisfaction through personalized loyalty offerings.
  • Reduced average service handling time from 8 to 5 minutes through implementation of AI-enabled tools and intake techniques.
  • Led cross-functional training sessions with sales and support teams to align customer service goals, resulting in category.
  • Documented and resolved procedure which led to program.

Affiliations

  • The International Customer Support Consortium
  • Lions Club
  • Customer Contact Week (CCW) Digital
  • Contact Center World
  • American Marketing Association
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • Customer Success Network
  • Society of Service Excellence
  • National Association of Social Workers

Certifications

  • Professional in Customer Support (PCS) Certification
  • Certified Loyalty Marketing Professional (CLMP)
  • Certified Public Accountant
  • Problem Solving Techniques for Customer Service - SAP
  • Certified Customer Experience Professional (CCXP)
  • Negotiation Mastery Certificate - Power BI
  • Google Certified Professional Cloud Architect
  • ServSafe
  • Apple Certified Associate (ACA)
  • Fundamentals of Customer Loyalty Marketing – Cedar Works

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