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Skills

  • MS Office
  • First-call resolution (FCR) improvement
  • Customer dispute resolution processes
  • Collaboration with cross-functional teams
  • B2C and B2B sales strategies
  • Data-driven decision-making (process)
  • Mentorship and Coaching
  • Regulatory compliance
  • Category equipment
  • Key performance indicators (KPIs) tracking and analysis

Work Experiences

  • Greeted customers and assisted them with product questions, selections, and purchases, both in-store and online.
  • Provided hands-on assistance to customers, assessing their needs and keeping up to date on their preferences.
  • Dealt with method and system customer issues, focusing on win-win solutions for both the customer and the company.
  • Achieved a 70% increase in sales.
  • Increased sales by 11% by providing purchase advice and promoting additional products.
  • Marked down clearance items and moved merchandise to its proper location in the store.
  • Taught newly hired Customer Service Sales Agent Team Leaders how to upsell using performance reporting and project management, boosting job expertise within two years.
  • Submitted reports to senior management in order to assist them in making business decisions and planning.
  • Achieved a 54% reduction in average call handling times.
  • Avoided regulatory fines of $14.

Summaries

  • Microsoft Excel is something I'm familiar with.
  • Customer Service Sales Agent Team Leader with 6 years of experience supervising employees in framework environments.
  • Professional with vendor management and quality assurance abilities who is dependable and attentive.
  • Willing to put vendor management knowledge to work for a well-established company in the Miscellaneous sector.
  • Achieved a 53% uplift in sales satisfaction.
  • Accelerated deal closures.
  • Accomplished leader with expertise implementing call scripts that improved call handling time by 14 minutes and contributed to a 50% improvement in information accuracy.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Collaborated with engineering and product teams to roll out a new CRM tool, reducing customer service response times by 71% minutes.
  • Achieved 35% year-on-year increase in customer satisfaction scores via process improvements in issue resolution.
  • Developed and implemented incentives resulting in a 80% boost in monthly sales close rates for low-performing team members.
  • Led team to achieve 9 consecutive months of meeting or exceeding sales quotas, resulting in company award recognition.
  • Documented and resolved process which led to initiative.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed a quality assurance framework that lowered contact center errors by 47% and improved customer interaction outcomes.
  • Led a team of 4 sales agents through a major product launch, achieving 20% above the target sales goal in metric.
  • Facilitated cross-functional meetings with IT and finance teams to improve response times to billing queries, reducing complaints by 74%.
  • Coordinated with the marketing team to run educational webinars, leading to a 65% increase in lead conversion.

Affiliations

  • Council of Sales Leadership Development Organizations
  • Certified Professional in Sales & Marketing through the Global Sales Institute
  • Freemason
  • Certified Call Center Manager through the Customer Service Institute
  • International Association of Administrative Professionals
  • Team Leadership Development Program at standard
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • American Management Association (AMA) Professional Member
  • Lions Club

Certifications

  • Emotional Intelligence Training for Leadership Cedar Works
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • De-escalation Techniques & Conflict Resolution Training Ironclad Systems
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant
  • Customer Service Excellence Certification
  • Certified Inside Sales Professional (CISP)
  • CompTIA Security+
  • Effective Communication Skills for Customer Managers Ironclad Systems

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