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Skills

  • Help desk software mastery (Adobe Creative Suite)
  • Strategic sales knowledge
  • Stocking and replenishing
  • Money handling abilities
  • Cross-functional collaboration
  • POS systems expert
  • Order fulfillment
  • Credit card processing
  • International sales support
  • Receiving support

Work Experiences

  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Used a POS system to itemize and total the purchases of 9 customers.
  • Kept the standard and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Contributed to $11 in annual store sales per several months.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Kept up to date on product and service changes.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Customer Service Representative Technician who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • QuickBooks and framework techniques have been taught to me.
  • Under duress, personable and professional.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Within Miscellaneous, senior Customer Service Representative Technician and outstanding performer in client relations and project management.
  • Fluent in Spanish. Personable and professional communicator.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.

Accomplishments

  • Enhanced customer retention by 83% through tailored technical assistance and ongoing communication, establishing strong customer rapport.
  • Resolved product issue through consumer testing.
  • Developed weekly technical training for junior technicians, improving their resolution ability and overall job performance, reflected in a 62% increase in resolved tickets.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 36% adherence to Service Level Agreement (SLA) metrics while providing technical support via program, leading to continuous department recognition.
  • Established a ticket tracking system that reduced unresolved technical cases by 70% within two years, significantly improving customer satisfaction.
  • Introduced multi-channel communication processes (phone, chat, email), reducing average response times by one year and increasing satisfaction scores by 35%
  • Developed and implemented customer satisfaction surveys, boosting feedback response rate by 54% and helping identify areas for service improvement.
  • Resolved over 5 technical issues monthly, including network and hardware configurations, resulting in a 74% customer retention rate.
  • Led procedure, which effectively cut average handling times by 71% and aligned operational processes with project goals.

Affiliations

  • Net Promoter Score (NPS) Certification Holder
  • American Society for Quality Customer Satisfaction (ASQ-CS)
  • IT Service Management Forum (itSMF)
  • Freemason
  • Society for Customer Service Professionals
  • Association for Computing Machinery
  • Call Center and Technical Support Association (CCTSA)
  • Customer Experience Professionals Association (CXPA)
  • American Society of Safety Professionals
  • International Technical Support & Troubleshooting Association

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Certified in Project Management for Customer Service Professionals by Brightline
  • ESET Technical Engineer Certification
  • Certified Customer Service Professional (CCSP)
  • Certified Information Technology Support Technician (CITST)
  • Salesforce
  • ITIL® 4 Managing Professional (ITIL MP)
  • Asana for Customer Service Professional Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified ScrumMaster (CSM)

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