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Skills

  • Root cause analysis
  • Building brand awareness
  • Customer Loyalty Programs Development
  • Customer feedback analysis and improvement
  • Problem resolution
  • Team management
  • Call Volume Surge Management
  • Leadership development
  • Creating marketing plans
  • Strategic problem-solving

Work Experiences

  • Increased YOY sales by 13% and increased margins by effectively introducing new products within 14 months.
  • Cut costs by successfully negotiating vendor pricing contracts to save money.
  • Achieved 52% internal promotion rates.
  • Achieved a 49% decrease in response time.
  • Achieved a 36% improvement in customer satisfaction.
  • Looked over sales reports to see how I could improve sales and inventory management accuracy.
  • Increased sales by making merchandising and promotional changes.
  • Used the inventory system to locate items in other stores, resulting in a 10% increase in sales.
  • Employees were assigned tasks based on their individual strengths and experience in performance reporting.
  • Taught staff how to remain calm and professional in the face of adversity.

Summaries

  • HubSpot and Tableau experts with exceptional interpersonal skills.
  • Team leader with a strong system background and a motivating and encouraging personality.
  • Multilingual and fluent in Portuguese and Mandarin, with a strong grasp of cultural differences.
  • Expert in system with a strong aptitude for improved and implemented.
  • Cross-functional collaboration in system settings and cross-functional collaboration in process improvement settings.
  • Supervisor with 2 years of experience guiding high-potential employees.
  • Strong technical skills and experience in budget management.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • ITIL certified
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.

Accomplishments

  • Collaborated with Product and Engineering teams to introduce a new feature, resulting in a 61% drop in technical support requests.
  • Trained and mentored a customer service team of 12 agents, leading to 63% higher productivity and improved first call resolution rates.
  • Created detailed Standard Operating Procedures (SOPs) for escalated cases, lowering customer complaint volume by 51%.
  • Designed and implemented a real-time customer feedback dashboard, improving leadership analysis and enabling data-driven decision-making.
  • Rolled out a user-friendly self-service portal, resulting in a reduction of inbound support tickets by 36% and enhancing customer autonomy.
  • Led a customer retention effort that reduced churn by 78% through targeted customer engagement and satisfaction programs over 2020.
  • Revamped internal QA procedures, resulting in a 46% improvement in support quality, as measured by customer feedback surveys.
  • Utilized advanced CRM systems to identify customer issues faster, improving First Contact Resolution (FCR) by 49% over 2019.
  • Implemented a new automated ticketing workflow, reducing average handle time by 69% across 11 service locations.
  • Transitioned customer communication platforms, reducing customer inquiry wait times by 54% and improving feedback collection.

Affiliations

  • Advisory Board, Vocational Workforce Empowerment Program, shared expertise on training methodologies for customer-facing staff.
  • Certified Customer Experience Professional (CCXP), gained advanced certification in crafting superior customer journeys.
  • Active Participant, Customer Service Excellence Network (CSEN) for advanced problem-solving techniques.
  • Member, Society of Customer Relations Professionals (SCRP), participated in monthly webinars to stay updated on evolving customer service technologies.
  • Certified Call Center Manager (CCCM), Call Center School, focused on increasing FCR and training development.
  • Professional Member, American Society for Quality (ASQ), focused on quality assurance and service efficiency enhancement practices.
  • Engaged in Customer Loyalty and Retention Workshops through Customer Service Experts Network (CSEN) to enhance churn reduction techniques.
  • Board Member, Regional Customer Advocacy Group at Boston, contributed to shaping customer engagement policies.
  • Active Participant in the Customer Retention Roundtable, collaborated with industry peers to refine strategies aimed at improving long-term client satisfaction.
  • Member, American Management Association (AMA), focused on leadership in customer-centric management within organizations.

Certifications

  • Google Certified Professional Cloud Architect
  • SAP Certified Application Associate
  • Executive Leadership and Organizational Change Certification – Harbor & Co.
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Emotional Intelligence in Customer Interactions – Ironclad Systems
  • Lean Six Sigma Green Belt Certification - Northwind, 2020
  • Certified Customer Relationship Specialist (CCRS) – system
  • Become a Contact Center Leader – standard
  • Certified Customer Service Manager (CCSM) – Harbor & Co.
  • Customer Service Analytics and Dashboard Reporting Certification – Tableau

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