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Skills

  • Sales expertise
  • CRM
  • Complex case management
  • Effective conflict resolution
  • Complaint resolution
  • Customer feedback analysis
  • Shipping procedures understanding
  • Retail store support
  • Billing dispute resolution
  • Warehousing functions

Work Experiences

  • Used a POS system to itemize and total the purchases of 8 customers.
  • Kept up to date on product and service changes.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • In the top 2% of employees for successful streamlined.
  • Handled over 2 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Created and maintained a detailed database to develop promotional sales.
  • Customer service training processes were implemented and developed by me.
  • Acquired 3 new customers, resulting in 2% revenue for the team.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Clear understanding of quality assurance and vendor management as well as workflow optimization training.
  • Customer Service Representative with 10 years of retail experience in fast-paced, team-oriented environments.
  • Under duress, personable and professional.
  • Achieved success in providing unsurpassed customer service.
  • Customer Service Counselor with 6 years of experience in dealing with customer requests and concerns.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Adobe Creative Suite and metric techniques have been taught to me.
  • Competent Customer Service Counselor with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Resolved over 7 complex billing inquiries per month, leading to a 56% improvement in billing accuracy.
  • Consistently received positive feedback from customer satisfaction surveys with an average NPS score of process.
  • Resolved product issue through consumer testing.
  • Successfully managed the onboarding of 3 key accounts, improving customer retention by 67% within one year.
  • Championed a customer experience improvement initiative, reducing inquiry time by 18%.
  • Initiated a quarterly customer satisfaction survey, achieving a reporting participation increase of 37% and actionable insights for future service improvements.
  • Provided support to high-value clients, decreasing churn by 58% through proactive relationship-building efforts.
  • Led personalized onboarding sessions for users of HubSpot, reducing churn by 17% by the end of 2020.
  • Reduced average response time in the customer service queue by 42% by streamlining ticket triaging protocols.
  • Developed a new customer feedback loop that resulted in 18 product enhancements by end of 2020.

Affiliations

  • Toastmasters
  • American Marketing Association
  • International Customer Management Institute (ICMI)
  • eLearning Guild
  • Contact Center World
  • Association of Support Professionals (ASP)
  • Customer Service Professionals Network (CSPN)
  • Rotary International
  • International Coaching Federation (ICF)
  • Salesforce Certified Administrator

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Accredited Customer Service Representative (ACSR) - framework
  • Six Sigma Green Belt for Process Improvement - Cedar Works
  • Customer Onboarding and Retention Certification - Miscellaneous
  • Cisco Certified Network Associate (CCNA)
  • Certified Contact Center Professional (CCCP) - standard
  • Certified Associate in Project Management (CAPM) - system for Team Coordination
  • Customer Access Strategy and Management Certification - Harbor & Co., 2016
  • ServSafe
  • Project Management Professional (PMP)

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