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Skills

  • Retail materials management
  • Customer Relationship Management (CRM) Software Proficiency
  • Stocking and replenishing
  • Customer feedback collection and analysis
  • Handling sensitive customer information with confidentiality
  • Key holder experience
  • Warehousing functions
  • Conflict resolution and mediation
  • POS systems expert
  • Professional telephone demeanor

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Ensure that customers and internal departments are properly communicated with.
  • Educated employees on company procedures and services.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Answered customer calls promptly to avoid long wait times on hold.
  • In the top 15% of employees for successful improved.
  • Kept the process and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Contributed to $3 in annual store sales per several months.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Great team player who thrives in fast-paced, competitive environments.
  • ServiceNow expert with 2 years of experience in related roles.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Well-versed in Jira and a consistent performer when it comes to sales goals.
  • Customer Service Help Desk Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Customer Service Representative with 3 years of retail experience in fast-paced, team-oriented environments.
  • Hardworking Customer Service Help Desk Representative with 16 years of telecommuting experience meeting customer needs.
  • Customer service specialist with over 14 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Automated common customer queries within the ticketing system which reduced team workload by 35% %.
  • Acted as a liaison between customers and development teams, forwarding feedback that helped improve Workday.
  • Improved first-contact resolution rate by 39% through the enhancement of team-wide communication protocols.
  • Resolved escalated customer issues, reducing complaints by 48% and improving overall customer retention.
  • Received Top Performer for exceeding team KPIs by consistently maintaining a call resolution time under 9 minutes.
  • Supported 7 cross-functional teams in managing customer feedback during the launch of Workday.
  • Offered targeted technical support via live chat and email, leading to a 68% increase in customer engagement.
  • Achieved Excellence Award for excellence in customer escalations handling, successfully de-escalating 20% of cases.
  • Implemented new customer feedback loop that led to a 71% increase in product satisfaction ratings.
  • Resolved product issue through consumer testing.

Affiliations

  • Project Management Institute
  • Rotary International
  • Certified Help Desk Manager (HDM) by metric
  • Customer Loyalty & Retention Group (CLRG)
  • American Society of Safety Professionals
  • Certified Customer Interaction Professional (CCIP) through RCCSP Professional Education Alliance
  • American Marketing Association
  • National Association of Social Workers
  • Lions Club
  • Microsoft Certified: Customer Service Management Solutions Associate

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Salesforce Administrator Certification
  • HDI Support Center Manager (HDI-SCM)
  • Microsoft Certified: Customer Data Platform Specialty
  • ServSafe
  • Certified Technical Customer Support Specialist (TSCSS)
  • Zendesk Support Administrator Certification
  • HDI Customer Service Representative (HDI-CSR)
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)

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