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Skills

  • Inventory control
  • Business development understanding
  • Customer experience (CX) enhancement
  • Change management during program rollouts
  • Data evaluation
  • Clerical support
  • Schedule mastery
  • Promotional support
  • Transportation solution development
  • Route management

Work Experiences

  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Provided translation services for a 17-person team to meet the needs of Spanish-speaking customers.
  • Used Microsoft Excel to complete project management, which resulted in initiative.
  • Took 9+ 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.
  • Handled the needs of up to 6 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Provided Adobe Creative Suite consultations to customers, addressing process concerns.
  • Named Top Seller for three years through spearheaded.
  • Updated the method system with order details, customer information, preferences, and billing details.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.

Summaries

  • Customer Loyalty Specialist with over 11 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Microsoft Excel expert who excels at meeting and exceeding sales targets.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Working with regulatory limits and category department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Customer Service Representative with extensive experience in the process industry who is friendly and dedicated.
  • Customer Loyalty Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Well-versed in Tableau solutions and a strong communicator.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.

Accomplishments

  • Developed tailored retention scripts for customer success agents, reducing cancellation requests by 17% and improving customer satisfaction scores.
  • Managed a portfolio of 9 high-profile accounts with a 51% customer retention rate over three years, contributing to company-wide customer success goals.
  • Contributed to a system that reduced onboarding time by 76%, enhancing the Customer Experience for new clients.
  • Orchestrated customer segmentation strategies that improved targeting and increased loyalty program participation by 63% by the end of 2022.
  • Implemented a predictive churn model using ServiceNow, which decreased the churn rate by 16% and uncovered possible upsell opportunities with high-value clients.
  • Reduced overall customer churn by 62% over 9 months through identifying at-risk clients and deploying personalized engagement strategies.
  • Consistently achieved a retention rate of 36% by proactively resolving customer pain points and offering targeted incentives to increase loyalty.
  • Led customer success webinars that improved product adoption, driving a 57% decrease in ticket submissions and a more engaged user base.
  • Enhanced Customer Onboarding processes, cutting down cancellations during the trial period by 27% resulting in better long-term retention.
  • Partnered with the marketing team to gather and analyze customer feedback, resulting in 57% improvement in customer perception and product updates.

Affiliations

  • Certification in AI-Driven Customer Support Tools, Workday, 2018
  • Attendee, B2B Customer Satisfaction Conference, Phoenix, 2017
  • Member, CXPA (Customer Experience Professionals Association), 2023-Present
  • Certified Digital Customer Experience Specialist (D-CX), method, 2022
  • Contributor, Customer Experience Blog Series on program, 2022
  • Certified Specialist in Customer Experience Strategy, process, 2018
  • Member of Customer Feedback and Surveys Taskforce, Vantage, 2017-Present
  • Member, American Marketing Association (AMA), 2016
  • Member, Call Center Improvement Taskforce, Meridian, 2023
  • Volunteer, CX Consultancy for Nonprofits Initiative, Atlanta, 2020-2023

Certifications

  • Google Certified Professional Cloud Architect
  • Google Analytics Individual Qualification (GAIQ) - framework
  • Service Design Thinking: Customer Experience Design (CX) - procedure, 2015
  • Foundations in Design Thinking - process, 2018
  • Certified Program and Project Manager (CPPM II) - 2024
  • AI in Customer Service: Chatbot Development & Optimization - metric, 2020
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Association for Project Management (APM)
  • Certified Omnichannel Experience Manager - Ironclad Systems, 2019

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