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Skills

  • Warehousing functions
  • Bilingual communication (German)
  • Credit card processing
  • Route dispatch
  • Cross-functional team collaboration
  • Key stakeholder relationship building
  • Customer onboarding process optimization
  • Relationship building and management
  • POS systems expert
  • Recordkeeping strengths

Work Experiences

  • Educated employees on company procedures and services.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided ongoing guest service, which included Jira recommendations.
  • Customer service training processes were implemented and developed by me.
  • Welcomed, greeted, and assisted customers, generating $9 in 18 months revenue in a high-traffic store.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Acquired 14 new customers, resulting in 6% revenue for the team.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.

Summaries

  • Customer Relationship Representative is a service-oriented Customer Relationship Representative with unrivaled customer service, task prioritization, and time management skills.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and framework department guidelines.
  • Customer service specialist with over 17 years of experience resolving account and service issues for Miscellaneous clients.
  • Customer Relationship Representative with 12 years of successful budget management and cross-functional collaboration experience.
  • Dedicated to exceeding expectations and leading the team to success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Customer Relationship Representative and outstanding performer in process improvement and workflow optimization.
  • Customer Relationship Representative is a multi-talented Customer Relationship Representative who is consistently rewarded for planning and operational improvements.
  • Bring extensive high-call volume experience working with system consumers spanning 14 years.

Accomplishments

  • Resolved product issue through consumer testing.
  • Identified upsell opportunities during routine client assessments, contributing $17 in additional annual revenue.
  • Fostered relationships with major clients, resulting in $7 in renewals over a 18 months period.
  • Enhanced cross-team collaboration, leading to reduced response time for critical client issues by 40%.
  • Created quarterly performance dashboards that helped management make data-driven decisions to enhance customer service.
  • Created and delivered client-focused presentations that outlined potential service improvements, leading to stronger client relationships.
  • Played an instrumental role in achieving a 38% decrease in response times by developing a new triage system for inbound inquiries.
  • Developed a proactive outreach strategy that added 2 additional customers to the retention pipeline.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved metric which led to framework.

Affiliations

  • Quarterly Customer Service Process Improvement Forum
  • Escalation Management & Operations Certification Network
  • Upsell and Cross-Selling Strategies Mastermind Group
  • American Society of Safety Professionals
  • International Council of Nurses
  • National Customer Service Association (NCSA)
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • Members of Customer Experience Professionals Association (CXPA)

Certifications

  • ServSafe
  • Certified Professional in Customer Success (CPCS)
  • Certified Salesforce Service Cloud Consultant
  • Customer Service Excellence Certification from Beacon Labs
  • Microsoft Dynamics 365 CRM Certification
  • Certified Client Service Manager (CCSM)
  • Customer Experience Design Professional (CXDP)
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)

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