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Skills

  • Customer feedback analysis and reporting
  • Customer retention strategy development
  • Retail materials management
  • Data entry
  • Advanced Problem-Solving Techniques
  • Client Success Management
  • Credit card processing
  • Route dispatch
  • Customer satisfaction score improvement
  • Strategic sales knowledge

Work Experiences

  • Averaged 7 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Processed 10 invoices and mailed documentation to clients each several months.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Kept up to date on product and service changes.
  • Created and maintained a detailed database to develop promotional sales.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Microsoft Excel expert with 10 years of experience in related roles.
  • Committed to providing world-class customer service while remaining professional.
  • Motivated to keep customers happy and contribute to the company's success.
  • Very knowledgeable about Tableau, as well as category competitors and offerings.
  • Clear understanding of process improvement and cross-functional collaboration as well as process improvement training.
  • Worker with a strong understanding of program organization and initiative product issues.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and framework department guidelines.
  • Within Miscellaneous, senior Customer Response Consultant and outstanding performer in budget management and team leadership.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Reduced complaint volumes regarding system by 21% after collaborating with the logistics to implement key solutions.
  • Managed customer outreach initiatives that led to a 24% improvement in repeat business conversion rates.
  • Led cross-team training on Tableau, resulting in a 76% increase in usage efficiency.
  • Resolved complex escalations from key accounts, decreasing escalations volume by 28% over 18 months.
  • Worked collaboratively with engineering to scale high-volume support environments, leading to a 66% decrease in system downtimes.
  • Received Outstanding Service Award for excellence in customer responses, achieving consistently high client satisfaction ratings of over 51%.
  • Partnered with product to improve user onboarding experience, resulting in a 17% reduction in early-stage cancellations.
  • Led initiatives to decrease customer churn by 69% through targeted communication strategies.
  • Achieved standard% customer satisfaction rate by revamping response protocols for SAP inquiries.
  • Authored training materials for new hires, resulting in seamless onboarding and a reduction of errors by 67%.

Affiliations

  • National Association of Social Workers
  • Institute of Customer Service (ICS)
  • International Association of Administrative Professionals
  • International Contact Center Association (ICCA)
  • Jaycees
  • International Association of Business Communicators (IABC)
  • Association of Multilingual Customer Support Managers (AMCSM)
  • American Marketing Association
  • Help Desk Institute (HDI)
  • Customer Communication and Retention Society (CCARS)

Certifications

  • Certified Customer Success Manager (CCSM) by SuccessHACKER
  • ISO 10002:2018 Quality Management - Customer Satisfaction Certification
  • Certified Software-as-a-Service (SaaS) Customer Success Manager
  • Cisco Certified Network Associate (CCNA)
  • Customer Data Platform (CDP) Certification by CDP Institute
  • Certified Contact Center Manager (CCCM) by International Customer Management Institute (ICMI)
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Certified Digital Customer Service Professional (Digital Training Academy)

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