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Skills

  • Data-informed decision making based on customer feedback analytics
  • Stock management
  • High Emotional Intelligence (EQ) to improve customer interactions
  • Key holder experience
  • First-contact resolution (FCR) strategies
  • Account management
  • Staff education and training
  • Strategic sales knowledge
  • Credit card processing
  • Retail store support

Work Experiences

  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Acquired 10 new customers, resulting in 8% revenue for the team.
  • Welcomed, greeted, and assisted customers, generating $2 in two years revenue in a high-traffic store.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Customer Relations Associate is a service-oriented Customer Relations Associate with unrivaled customer service, task prioritization, and time management skills.
  • Committed to providing world-class customer service while remaining professional.
  • Competent Customer Relations Associate with a desire to exceed sales targets and establish long-term customer relationships.
  • Customer Service Representative with 18 years of retail experience in fast-paced, team-oriented environments.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Customer Relations Associate with 18 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Collaborated with team of 14 in the development of process.
  • Reviewed and optimized customer service workflows to reduce redundancy, decreasing average handling time by 57%.
  • Resolved complex billing discrepancies, recovering $11 in outstanding revenue within 18 months.
  • Addressed customer issues with conflicting account data, successfully consolidating over 8 records into new systems with zero errors.
  • Assisted in revamping customer feedback surveys, which increased actionable insights and helped improve service offerings by 38%
  • Created and delivered customer service best practices training to 18 team members, improving their response quality by 59%.
  • Participated in the development of customer personas that guided targeted customer success strategies, increasing overall satisfaction by 59%.
  • Facilitated cross-functional workshops, reducing support ticket transfer rates by 63% and increasing resolution efficiency.
  • Trained new team members on active listening techniques, resulting in a 53% increase in customer satisfaction.
  • Implemented customer feedback to launch an FAQ section, reducing inbound inquiries by 60% over one year.

Affiliations

  • Member of Diversity and Inclusion in Customer Relations Group
  • International Association of Administrative Professionals
  • National Association of Social Workers
  • American Association of Customer Service (AACS)
  • Association of Information Technology Professionals
  • Member of Microsoft Excel User Group for CRM Optimization
  • Alumni of the Communication Skills Enhancement Program
  • International Customer Management Institute (ICMI) Member
  • Toastmasters
  • International Council of Nurses

Certifications

  • Certified Collaborative Customer Support Agent – Brightline
  • Business Process Improvement Certification - Cedar Works
  • Six Sigma Yellow Belt certification
  • Client Onboarding Specialist Certification - Meridian
  • Certified Professional in Customer Relations (CPCR) - Cedar Works
  • First Aid/CPR Certified
  • Certified CRM Systems Professional (CRMSP) – Lakeside Partners
  • Certified Personal Effectiveness Coach – Beacon Labs
  • Certified Operational Excellence Specialist - Summit Group
  • Google Certified Professional Cloud Architect

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