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Skills

  • Strategic sales knowledge
  • Money handling abilities
  • Professional telephone demeanor
  • Creative problem solving
  • Training development aptitude
  • CRM
  • Stocking and replenishing
  • Complaint resolution within 16 hours
  • POS systems expert
  • International sales support

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Conducted proactive outreach to high-risk customers.
  • Gave customers HubSpot recommendations after thoroughly explaining the details.
  • Achieved a 26% improvement in processing time.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Achieved 59% higher mystery shopping scores.
  • Coached junior team members on communication best practices, improving their inquiry handling speed by 60%.
  • Coached junior team members on communication best practices.
  • Consistently drove positive Excellence Award outcomes, receiving the 2018 award for best customer satisfaction in Columbus.
  • Contributed to a 55% increase in product reliability.

Summaries

  • Committed to building long-term relationships with customers in order to encourage repeat business and ensure customer satisfaction.
  • Provides feedback to management and communicates trends and recommendations to customers.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Miscellaneous clients.
  • Excellent interpersonal skills and a friendly demeanor.
  • Allows for a flexible schedule during peak season hours.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Asana expert with 9 years of experience in related roles.
  • Fluent in German. Personable and professional communicator.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Collaborated on the design and implementation of an automated help system, reducing repetitive inquiries by 48% and cutting down on support tickets.
  • Developed a KPI reporting framework that tracked and improved team performance, including metrics such as Average Handle Time (AHT) and Customer Satisfaction (CSAT).
  • Reduced average response times by implementing a streamlined ticketing system, contributing to 84% faster resolution times.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Proactively followed up with customers to ensure satisfaction after service completion, leading to a 79% increase in positive feedback and reviews.
  • Retained 63% of potential churn customers by designing personalized recovery strategies based on behavior analytics.
  • Resolved over 5 customer inquiries daily, achieving a minimum 84% first-call resolution rate and consistently exceeding team targets.
  • Delivered a two years performance analysis to upper management, highlighting areas of improvement which contributed to a 36% boost in service efficiency.
  • Identified inefficiencies in customer data reporting, resulting in improved accuracy rates by 64% while creating consistency across all reports.
  • Developed and maintained customer support dashboards to monitor live service metrics, significantly reducing data discrepancies by 25%.

Affiliations

  • Women in Customer Success Association (WICSA)
  • International Association of Business Communicators (IABC)
  • Society of Workforce Planning Professionals (SWPP)
  • Toastmasters
  • Society of Women Engineers
  • Institute of Customer Support Operations (ICSO)
  • Customer Experience Professionals Association (CXPA)
  • Society of Human Resource Management
  • Association of Support Professionals (ASP)
  • Association for Talent Development (ATD)

Certifications

  • CompTIA Security+
  • Certified Billing and Invoicing Professional
  • Sales Manager Certificate
  • CRM System Usage and Optimization - procedure Expert
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Principles of Leadership in Service Excellence - Ironclad Systems
  • Certified Cross-Department Collaboration Specialist

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