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Skills

  • Account management
  • Data entry with high accuracy
  • Credit card processing
  • Complaint resolution
  • Gaining repeat business by building strong customer relationships
  • Handling high-ticket volume during peak sales periods
  • Retail store support
  • POS systems expert
  • Adapting communication style to varying customer needs
  • International sales support

Work Experiences

  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Assisted and cross-trained other customer service managers.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • In the top 12% of employees for successful coordinated.
  • Created and maintained a detailed database to develop promotional sales.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Used a POS system to itemize and total the purchases of 6 customers.

Summaries

  • Customer Service Chat Representative is a service-oriented Customer Service Chat Representative with unrivaled customer service, task prioritization, and time management skills.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Committed to providing world-class customer service while remaining professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Competent Customer Service Chat Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Workday and procedure techniques have been taught to me.
  • Dedicated to exceeding expectations and leading the team to success.
  • Strengths in quality assurance and budget management backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Helped pilot the use of AI chatbots, improving customer satisfaction regarding first-response times by 23%.
  • Coordinated with the product team to report and solve recurring product issues, reducing incoming service tickets by 56%.
  • Used Jira to log 4 customer interactions daily, streamlining response times and ensuring follow-ups within three years.
  • Collaborated with team of 14 in the development of program.
  • Collaborated on a cross-functional team to revamp customer support processes, leading to a 64% improvement in Net Promoter Score (NPS).
  • Resolved product issue through consumer testing.
  • Tested and implemented Adobe Creative Suite to improve customer wait times, successfully reducing hold periods by two years.
  • Collaborated with logistics to reduce customer ticket resolution times by 78%, improving team response efficiency.
  • Utilized sales tactics in service chats, upselling Tableau leading to a 28% revenue increase during a three years campaign.
  • Proactively escalated unresolved issues to upper-level teams, reducing downtime for critical software by several months.

Affiliations

  • Association of Change Management Professionals (ACMP)
  • Project Management Institute
  • National Customer Service Association
  • Customer Experience Professionals Association
  • Young Customer Service Professionals Forum
  • Global Call Center Association
  • American Society of Training and Development – Train-the-Trainer Certification
  • Association for Supply Chain Management (APICS)
  • National Association of Call Centers
  • Society for Service Professionals in Business (SSPB)

Certifications

  • Project Management Professional (PMP)
  • CompTIA Network+
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Zendesk Customer Service Expert Certification
  • Professional Certificate in Technical Support Fundamentals by Google
  • CompTIA Customer Service Excellence Certification
  • Certified Zendesk Administrator by Zendesk Academy
  • Apple Certified Associate (ACA)
  • Certified Public Accountant

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