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Skills

International sales support
Training development aptitude
Retail store support
Data entry
Customer retention through personalized follow-ups
Stock management
Report preparation
Professional telephone demeanor
Customer data analytics and reporting
Receiving support

Work Experiences

Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
Collaborated with the product development team.
Answered customer calls promptly to avoid long wait times on hold.
Achieved a 49% drop in call volume for common issues.
Achieved a 26% improvement in processing time.
Achieved 17% increase in sales.
Collaborated with IT to integrate a self-service tool.
Consistently exceeded customer satisfaction KPIs.
Consistently exceeded sales and product add-on quotas on a daily basis.
Achieved results over 13 months.

Summaries

Dedicated to achieving established targets and team goals and has a track record of success.
Asana expert with 9 years of experience in related roles.
When performing duties, use good judgment at all times.
Customer Service Generalist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
Allows for a flexible schedule during peak season hours.
Competent Customer Service Generalist with a desire to exceed sales targets and establish long-term customer relationships.
Achieved success in providing unsurpassed customer service.
Dedicated to meeting and exceeding program objectives through effective communication and category abilities.
Very knowledgeable about Workday, as well as framework competitors and offerings.

Accomplishments

Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Neutralized potential contract renewals by identifying key pain points early in customer lifecycles, leading to a 60% retention of high-value clients.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Analyzed customer support trends through data analytics, identifying key drivers for service improvement which resulted in a 42% boost in customer retention.
Contributed to a 81% improvement in customer retention by streamlining follow-up procedures for unresolved support cases.
Resolved product issue through consumer testing.
Documented and resolved metric which led to category.
Delivered a two years performance analysis to upper management, highlighting areas of improvement which contributed to a 36% boost in service efficiency.

Affiliations

American Marketing Association
Jaycees
Society of Women Engineers
National Association of Social Workers
Institute of Customer Support Operations (ICSO)
American Marketing Association (AMA)
Global Customer Service Experts Network (GCSE)
Association for Supply Chain Management (APICS)
Customer Service Management Association (CSMA)
National Association for Service Managers (NASM)

Certifications

CompTIA Network+
Google Professional Workspace Administrator Certification
Microsoft Certified Systems Engineer (MCSE)
Customer Success Management Certified Professional (CSMCP)
Certified Troubleshooting Protocols Expert
Customer Service and Sales (CSS) Certified 2023
Certified Help Desk Technician (CHDT)
Certified Support Team Leader (CSTL)
Certified Public Accountant (CPA)
Certified Personalization in Customer Care (CPC Care)

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