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Skills

  • Staff education and training
  • Recordkeeping strengths
  • POS systems expert
  • Complaint management and resolution
  • Stocking and replenishing
  • Customer relations
  • Creative problem solving
  • Data-driven decision making
  • Retail store support
  • Stock management

Work Experiences

  • Achieved a 64% customer retention rate year-over-year.
  • By implementing timely and effective solutions, I was able to address customer complaints and reduce dissatisfaction.
  • Devised workarounds for initiative-related problems, which resulted in metric.
  • Looked into laws and regulations that could have an impact on company policies and procedures.
  • Was in charge of overseeing the entire contract administration process for over $7 in annual service and material purchases.
  • Achieved results within the first 10 months.
  • Provided excellent customer service, fostering strong relationships, retention, and satisfaction.
  • Maintained professional relationships with coworkers, freelancers, and clients.
  • Helped customers with questions and orders over the phone.
  • Achieved a 40% improvement in internal QA assessments.

Summaries

  • Competent Customer Service Agent, Contract with a desire to exceed sales targets and establish long-term customer relationships.
  • Bring extensive high-call volume experience working with process consumers spanning 4 years.
  • Contract Administrator with a strong background in data analysis and contract negotiation.
  • Retail Sales Associate with 16 years of customer service experience in fast-paced, dynamic environments.
  • Exceptional at cultivating long-term, loyal customer relationships.
  • Flexible and self-assured, promoting strategic planning and process improvement as well as strategic planning.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Consistently demonstrated a strong work ethic and a willingness to follow company policies and procedures.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Agent, Contract was polite and professional, and he was successful in using strong communication and problem-solving skills to resolve each customer issue.

Accomplishments

  • Developed new strategies for handling first-contact resolutions, improving resolution rates by 25% while minimizing follow-up requests.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Increased customer retention by 35% through the implementation of personalized account management strategies focusing on long-term customer satisfaction.
  • Managed high call volumes efficiently while maintaining a strong average response time under 13 minutes and an average customer satisfaction score of 59%.
  • Trained a team of 18 in applying customer support best practices, leading to a 81% boost in overall team performance within 18 months.
  • Coordinated with both sales and compliance teams to ensure new customer acquisition led to smooth contract processing, with a 49% reduction in errors.
  • Achieved 41% improvement in accuracy of customer service audits by establishing a weekly peer-review program for case resolution analysis.
  • Successfully processed 11 customer refunds and exchanges each month, achieving a 35% accuracy rate in financial documentation and issue handling.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Boosted team performance by 29% over 2019, by preparing and presenting detailed weekly reports with actionable recommendations for enhanced metrics.

Affiliations

  • American Marketing Association
  • Association of Information Technology Professionals
  • Society of Human Resource Management
  • National Customer Service Association (NCSA) Leadership Badge
  • Professional Membership with the National Association of Contract Managers (NACM)
  • Member of Customer Service Excellence Canada
  • Customer Service Training Institute (CSTI) Participant
  • Educator in the Customer Service Institute of Portland
  • Certified Call Center Professional under the metric Program
  • Member of the Contact Center World Association

Certifications

  • First Aid/CPR Certified
  • Adobe Certified Expert (ACE) SAP
  • Customer Relationship Management (CRM) Certification
  • Certified Help Desk Professional (CHDP)
  • Certified Customer Engagement Specialist (CCES)
  • HubSpot Customer Service Software Certification
  • Certified Professional in Personal Relationships (CPPR)
  • Microsoft Certified Application Specialist (MCAS)
  • Customer Satisfaction (CSAT) Improvement Certificate
  • Handling Difficult Conversations Certificate

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