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Skills

  • Retail materials management
  • Service standard compliance
  • Shipping procedures understanding
  • Complaint resolution
  • Cultural sensitivity in customer relations
  • CRM software implementation (Jira)
  • Customer interaction tracking using Jira
  • Warehousing functions
  • Retail store support
  • Order fulfillment

Work Experiences

  • Contributed to $17 in annual store sales per 6 months.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Educated employees on company procedures and services.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Looked into and resolved issues with accounting, service, and delivery.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate standard systems is one of my specialties.
  • Jira expert with experience in vendor management services.
  • Fluent in Japanese. Personable and professional communicator.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Very knowledgeable about HubSpot, as well as process competitors and offerings.
  • Within Miscellaneous, senior Customer Relations Team Leader and outstanding performer in team leadership and vendor management.

Accomplishments

  • Executed a resource allocation strategy that reduced departmental costs by 14 dollars annually while maintaining 37% client satisfaction.
  • Led customer engagement strategies at events or webinars, successfully driving increased post-event customer service interactions by 57%.
  • Resolved high-priority customer conflicts and escalations, maintaining a 75% customer retention rate after incidents.
  • Revamped the customer feedback protocol, leading to a 78% increase in the Net Promoter Score (NPS) over the past year.
  • Implemented an incentive-based recognition program for frontline agents, resulting in a 73% increase in performance benchmarks.
  • Led a team of 3 customer service agents to achieve a 72% increase in first-contact resolution rates.
  • Analyzed team performance and suggested system upgrades that improved operational efficiencies, saving 12 hours per week in administrative tasks.
  • Coordinated monthly customer satisfaction analysis reviews, driving actionable insights that led to a 66% improvement in service ratings.
  • Developed and implemented proactive customer service solutions that decreased escalation rates by 65%.
  • Utilized customer feedback platforms to generate insights, resulting in product improvements and a 15% reduction in complaints.

Affiliations

  • International Customer Service Association (ICSA)
  • Six Sigma Certification – Yellow Belt
  • International Association of Administrative Professionals
  • Society of Women Engineers
  • National Management Association (NMA)
  • American Medical Informatics Association
  • Jaycees
  • Association for Supply Chain Management (APICS)
  • Project Management Institute (PMI) - Project Management Professional (PMP) Certification
  • National Association of Social Workers

Certifications

  • Certified Customer Retention Expert (CCRE) — 2022
  • Advanced Certification in Customer Service Satisfaction (ACCSS) — Ironclad Systems
  • The Art of Negotiation and Conflict Resolution Certificate — Ironclad Systems
  • Customer Service Manager Certification (CSMC) - Lakeside Partners
  • Customer Operations Manager Certificate - Ironclad Systems
  • ServSafe
  • Certified Team Leader (CTL) - 2017
  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • ICMI Customer Experience Management Certification — 2018

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