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Skills

  • Retail store support
  • Customer centricity in product development
  • Handling critical client complaints
  • Customer churn rate reduction
  • Route dispatch
  • CRM
  • Account management
  • Retail materials management
  • Client roadmap planning and consultations
  • Customer satisfaction improvement strategies

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Contributed to $9 in annual store sales per three years.
  • In the top 12% of employees for successful coordinated.
  • Customer service training processes were implemented and developed by me.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept the process and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer service specialist with over 8 years of experience resolving account and service issues for Miscellaneous clients.
  • Very knowledgeable about Tableau, as well as procedure competitors and offerings.
  • Customer Management Senior Associate who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and system department guidelines.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Customer Service Representative with 9 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Led customer journey planning sessions, which directly translated into a 50% upselling conversion rate for high-value clients.
  • Orchestrated customer success initiatives that improved net promoter scores (NPS) by 76% and reduced negative feedback by 83% percentage points.
  • Maintained and revised client contracts in collaboration with legal, reducing customer complaints related to SLAs by 60%.
  • Executed customer feedback campaigns that informed targeted improvements, driving a retention increase of 76% over 9 months.
  • Documented and resolved metric which led to procedure.
  • Assisted in the integration of CRM solutions leading to a 23% increase in workflow efficiency and customer satisfaction metrics.
  • Designed and rolled out a mentorship program for new hires, resulting in a 12-week reduction in onboarding time and higher first-call resolution rates.
  • Led the resolution of 12 customer billing disputes, resulting in $5 credits issued and a 33% increase in satisfaction ratings.
  • Led a team in deploying a customer-facing knowledge database, lowering incoming tickets by 57% over 2 weeks.
  • Onboarded an average of 4 new customers per month, reducing churn rates by 30% via customized training and proactive support.

Affiliations

  • Customer Retention Revolution LinkedIn Group
  • Lions Club
  • International Association of Administrative Professionals
  • Marketing Leadership Council (MLC)
  • Service & Support Professionals Association (SSPA)
  • American Medical Informatics Association
  • IT Service Management Forum (itSMF)
  • Northeast Contact Center Forum (NECCF)
  • Institute of Customer Service (ICS)
  • National Customer Service Association (NCSA)

Certifications

  • CXPA Certified Customer Experience Specialist (CCXP)
  • CompTIA Network+
  • HubSpot Service Hub Software Certification
  • First Aid/CPR Certified
  • Certified Public Accountant
  • Customer Success Management Certification
  • Zendesk Support Administrator Certification
  • Certified ScrumMaster (CSM)
  • Certified Help Desk Manager
  • Lean Six Sigma Black Belt Certification

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