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Skills

  • Account termination risk mitigation
  • Money handling abilities
  • Retail store support
  • Client profiling and segmentation skills
  • Credit card processing
  • Complaint resolution
  • Report preparation
  • Actionable insights generation
  • International sales support
  • Customer buying pattern analysis

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Collaborated with vendors to plan more than 18 daily pickups and weekly deliveries.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Averaged 5 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Under duress, personable and professional.
  • Within Miscellaneous, senior Customer Management Intern and outstanding performer in quality assurance and data analysis.
  • Achieved success in providing unsurpassed customer service.
  • Fluent in Japanese. Personable and professional communicator.
  • QuickBooks expert with experience in process improvement services.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Collaborated with other departments to execute seamless post-sales client onboarding and ensure 9% customer satisfaction.
  • Prepared and presented monthly reports on customer satisfaction KPIs, leading to executive adjustments that enhanced team performance by 22%.
  • Supported customer promotional campaigns by tracking data trends and providing recommendations which drove a 77% increase in overall campaign ROI.
  • Helped design and implement a customer loyalty program resulting in a 31% improvement in repeat purchase rates over two years.
  • Executed targeted email campaigns for customer engagement, contributing to a 58% increase in repeat business over 18 months.
  • Implemented customer success tools to manage 13 client accounts, reducing escalation frequency by 77%.
  • Liaised between customer service and logistics departments to guarantee 3% on-time product deliveries for existing clients.
  • Enhanced client retention by developing customized recovery plans for dissatisfied customers, increasing repeat business by 82%.
  • Monitored and analyzed customer satisfaction scores, resulting in a 31% improvement in NPS within 15 months.
  • Monitored customer account health and proactively addressed issues before contract renewals, leading to a 74% renewal rate.

Affiliations

  • International Association of Business Communicators (IABC)
  • International Association of Administrative Professionals
  • International Institute for Customer Handling (IICH)
  • Society of Women Engineers
  • Freemason
  • National Business Honor Society (NBHS)
  • International Council of Nurses
  • Jaycees
  • Society for Consumer Research (SCR)
  • Toastmasters

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Google Analytics Individual Qualification
  • CompTIA A+ Technician
  • Salesforce Certified App Builder
  • Customer Retention Optimization Certification - Meridian
  • Google Ads Video and Shopping Advertising Certification

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