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Skills

  • Stocking and replenishing
  • Key holder experience
  • Customer relationship management (CRM) software expertise
  • Shipping procedures understanding
  • Money handling abilities
  • Customer issue resolution via chat support
  • Sales expertise
  • Retail materials management
  • Handling technical support for niche markets
  • Conflict resolution and de-escalation

Work Experiences

  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Educated employees on company procedures and services.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Taught new employees about the company's operations, policies, and services.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Was quick to respond to potential customers' questions and requests.
  • Created and maintained a detailed database to develop promotional sales.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to meeting and exceeding metric objectives through effective communication and initiative abilities.
  • HubSpot expert with 2 years of experience in related roles.
  • Strengths in quality assurance and budget management backed up by Miscellaneous training.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Fluent in Portuguese. Personable and professional communicator.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer Service Chat Representative is a service-oriented Customer Service Chat Representative with unrivaled customer service, task prioritization, and time management skills.
  • Hardworking Customer Service Chat Representative with 9 years of telecommuting experience meeting customer needs.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Resolved complex product issues for QuickBooks using remote troubleshooting, resulting in a 70% first-chat resolution rate.
  • Helped pilot the use of AI chatbots, improving customer satisfaction regarding first-response times by 23%.
  • Collaborated on a cross-functional team to revamp customer support processes, leading to a 64% improvement in Net Promoter Score (NPS).
  • Helped define and implement chat service-level agreements (SLAs), reducing average response times and ensuring a 6 months handle time without sacrificing quality.
  • Resolved product issue through consumer testing.
  • Trained a team of 16 new representatives on advanced chat protocols, leading to a 83% faster onboarding for new hires.
  • Provided detailed troubleshooting steps for Salesforce over chat, reducing second contact rates by 64%.
  • Utilized live screen-sharing tools to assist with troubleshooting, decreasing resolution times by several months on critical product issues.
  • Demonstrated empathy and emotional intelligence during escalated conversations, which decreased negative feedback by 23%.
  • Led an initiative to implement conflict resolution best practices, helping to reduce customer escalations by 28%.

Affiliations

  • Women in Customer Experience (CX)
  • American Society for Quality - Customer Service Division
  • International Association of Business Communicators
  • Association of Information Technology Professionals
  • Professional Association for Customer Engagement (PACE)
  • Freemason
  • Association for Support Professionals
  • Society for Service Professionals in Business (SSPB)
  • Lions Club
  • Institute of Customer Service

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Chat Support Professional (CCSP) – Brightline
  • CRM Technical Specialist Certification initiative
  • Project Management Professional (PMP)
  • Professional in Customer Service (PCS) by IAP Career College
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Customer Service Excellence Certification
  • Customer Feedback Specialist Certification Meridian
  • Customer Service Operations Certification from HubSpot Academy
  • First Aid/CPR Certified

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