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Skills

  • Complaint resolution
  • Strategic sales knowledge
  • CRM
  • International sales support
  • Conflict de-escalation
  • POS systems expert
  • Adaptability in high-pressure situations
  • Money handling abilities
  • Customer Relationship Management (CRM) Software Implementation
  • Account management

Work Experiences

  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided ongoing guest service, which included QuickBooks recommendations.
  • Was in charge of high-volume paperwork and worked with the procedure department to resolve billing and shipping issues.
  • Educated employees on company procedures and services.
  • Kept the standard and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Ensure that customers and internal departments are properly communicated with.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Under duress, personable and professional.
  • Customer Service Representative with 17 years of retail experience in fast-paced, team-oriented environments.
  • Competent Customer Relationship Specialist with a desire to exceed sales targets and establish long-term customer relationships.
  • Within Miscellaneous, senior Customer Relationship Specialist and outstanding performer in stakeholder engagement and team leadership.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Achieved success in providing unsurpassed customer service.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and framework department guidelines.
  • Fluent in Portuguese. Personable and professional communicator.

Accomplishments

  • Reduced dissatisfied client accounts by 49% through personalized relationship management and conflict resolution.
  • Deployed advanced follow-up communications, boosting customer retention beyond baseline expectations by 52%.
  • Consistently achieved sales growth by 33% through targeted cross-selling and upselling communications.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Enabled continuous feedback loops with customers, improving team response effectiveness by 68%.
  • Developed personalized customer follow-up strategies, increasing contract renewals by 60% over 18 months.
  • Mentored new hires on advanced customer communication techniques, boosting early-career employee productivity by 75%.
  • Reduced response times for high-priority clients by 3 minutes utilizing improved CRM workflows.
  • Collaborated across departments to resolve escalated customer issues, preventing potential loss of $72,000 in revenue.

Affiliations

  • HubSpot Certified Trainer Network
  • Data & Marketing Association (DMA)
  • Project Management Institute
  • Project Management Institute (PMI)
  • International Association of Business Communicators (IABC)
  • Toastmasters
  • Global Call Center Benchmarking Association
  • Professional Association for Customer Engagement (PACE)
  • Zendesk Community Contributor
  • National Association of Sales Professionals (NASP)

Certifications

  • Certified Public Accountant (CPA)
  • Certified Client Service Specialist (CCSS)
  • Certified Support Operations Specialist by Meridian
  • ITIL Foundation Certification - Information Technology Infrastructure Library
  • Certified Business Relationship Manager (CBRM)
  • Certified Customer Success Manager (CCSM) by Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • Certified Professional in Customer Relations (CPCR) by Vantage
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate
  • Customer Service Excellence Certification by Summit Group

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