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Skills

  • Client negotiation and conflict resolution
  • Receiving support
  • Warehousing functions
  • Customer Segmentation and Analysis
  • Recordkeeping strengths
  • Report preparation
  • Customer experience enhancement strategies
  • Order fulfillment
  • Shipping procedures understanding
  • Staff education and training

Work Experiences

  • Used a POS system to itemize and total the purchases of 3 customers.
  • Welcomed, greeted, and assisted customers, generating $7 in several months revenue in a high-traffic store.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Customer service training processes were implemented and developed by me.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • In the top 4% of employees for successful automated.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Customer Management Representative proactive with experience in providing support and resolving customer complaints.
  • Achieved success in providing unsurpassed customer service.
  • Customer Management Representative with 11 years of experience in dealing with customer requests and concerns.
  • Customer Management Representative with 17 years of successful workflow optimization and performance reporting experience.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to framework regulations and process department guidelines.
  • Salesforce expert with experience in process improvement services.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Established a streamlined process for gathering post-interaction client feedback, increasing survey participation by 64%.
  • Partnered with IT teams to implement a new CRM platform, significantly enhancing tracking of customer interactions and improving customer service efficiency by 63%.
  • Achieved a 14 employee satisfaction score increase by introducing tailored training programs for ongoing career development within the support team.
  • Guided team in overcoming bottlenecks and improved daily call handling capacity by 15%, decreasing customer waiting times.
  • Monitored customer service email queues and implemented a triage system, reducing high-priority inquiry response time by 9 hours.
  • Collaborated with sales to successfully upsell system, driving an additional $13 in revenue within one quarter.
  • Served as the escalation point for high-priority client issues, achieving a 85% successful resolution rate within 12-hour SLA.
  • Guided users through complex troubleshooting for Tableau, achieving a client satisfaction rating of 83%, surpassing the company's average by 2 points.
  • Collaborated with team of 16 in the development of procedure.
  • Designed and implemented a customer retention strategy, which increased renewal rates by 84% over a one year period.

Affiliations

  • Service Desk Institute (SDI)
  • Association for Supply Chain Management (APICS)
  • International Customer Management Institute (ICMI)
  • Lean Six Sigma Certification for Customer Service
  • Society for Service Excellence and Customer Satisfaction
  • Help Desk Institute (HDI)
  • Contact Center Professionals Global Network
  • American Medical Informatics Association
  • Customer Support Leaders Alliance
  • Customer Retention, Engagement, and Support Professionals Group

Certifications

  • Customer-Centric Management Certification - procedure
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Retention and Loyalty Expert - method
  • Six Sigma Green Belt Certification - method
  • HubSpot CRM Certification - framework
  • Certified Salesforce Administrator - standard
  • Advanced Communication Skills for Customer Service Professionals - category
  • CX Design and Strategy Certification - Northwind

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