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Skills

  • International sales support
  • Complex issue resolution
  • Complaint resolution
  • Route dispatch
  • Professional telephone demeanor
  • Strategic sales knowledge
  • Client portfolio management
  • POS systems expert
  • Stocking and replenishing
  • Client onboarding and retention strategies

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Acquired 17 new customers, resulting in 9% revenue for the team.
  • Welcomed, greeted, and assisted customers, generating $2 in 18 months revenue in a high-traffic store.
  • Contributed to $17 in annual store sales per 18 months.
  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • ServiceNow and process techniques have been taught to me.
  • Achieved success in providing unsurpassed customer service.
  • Customer Relations Staff Member with 13 years of experience in dealing with customer requests and concerns.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Relations Staff Member who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Great phone skills and procedure talents have a proven track record of increasing productivity and customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 16 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Utilized de-escalation techniques to resolve high-pressure situations, preventing potential service cancellations for 43% of cases.
  • Served as a liaison between engineering teams and customers, translating technical challenges into actionable service improvements.
  • Successfully implemented an AI-driven chatbot solution that handled 50% of incoming inquiries, reducing agent workload.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led onboarding training sessions for 3 new customer support agents, increasing team effectiveness by 33%.
  • Collaborated cross-functionally to develop a multi-channel support approach, which resulted in an increase in first-call resolutions by 54%.
  • Initiated a tracking system to monitor complaint trends, reducing repeated issues by 76% over several months.
  • Designed and led a customer satisfaction survey initiative, leading to 3 actionable insights that directly improved service protocols.
  • Collaborated with team of 2 in the development of framework.
  • Played a key role in reducing customer churn by 42% over the course of a several months through improved customer communication.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Customer Success Association
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA)
  • Customer Contact Leadership Forum
  • Society of Customer Relations Managers (CRM Society)
  • Help Desk Institute (HDI)
  • Jaycees
  • Society for Human Resource Management (SHRM) - Customer Relations Chapter
  • Certified Customer Service Professional (CCSP) Organization

Certifications

  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HubSpot Service Hub Software Certification
  • Cisco Certified Network Associate (CCNA)
  • Certified Specialist in CX Design Thinking - Beacon Labs
  • Certified Client Service Leadership Professional (CCSLP) - Beacon Labs
  • Basic Principles of Customer Experience Certification - Ironclad Systems
  • Leadership and Management Certificate - framework
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Process Improvement (Lean Six Sigma) - Summit Group

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