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Skills

  • Business Strategy
  • Sales CRM Data Tracking
  • Conflict resolution techniques
  • Multi-channel communication (phone, email, chat)
  • Adaptability to Workflow Changes
  • Product Training for Junior Agents
  • Problem Solving and Issue Escalation
  • Multitasking in high-volume environments
  • Upsell/Cross-Sell Product Education
  • Empowering Agents and Delegation

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Used QuickBooks and Microsoft Excel to create invoices, reports, financial statements, and other documents.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Kept the program and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Dealt with customer inquiries and high-volume calls to resolve billing and ordering issues, resolving 2% of issues on my own.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Customer service specialist with experience in lead generation, customer relationship development, and sales.
  • Excellent negotiation, problem-solving, and time-management skills.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Fluent in Spanish. Personable and professional communicator.
  • Professional with a positive, friendly demeanor who is knowledgeable and helpful.
  • SAP expert with experience in team leadership services.
  • Bring extensive high-call volume experience working with category consumers spanning 12 years.
  • Very knowledgeable about QuickBooks, as well as framework competitors and offerings.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.

Accomplishments

  • Launched a loyalty rewards program that increased the retention rate by 78% across key customer segments.
  • Orchestrated the automation of follow-up emails, boosting repeat customer purchases by 50%.
  • Facilitated customer onboarding programs, leading to a 68% reduction in churn and an increase in premium Tableau subscriptions.
  • Enhanced operational efficiency in handling customer complaints by utilizing Workday, reducing escalation time by 62%.
  • Collaborated with cross-functional teams, achieving a 34% improvement in on-time delivery for high-demand products.
  • Provided training for a team of 3 representatives on relationship-building techniques, significantly improving customer loyalty.
  • Initiated and led weekly training sessions, improving team performance by 34% and increasing customer satisfaction scores.
  • Collaborated with key accounts to increase product upselling, resulting in $16 in additional sales revenue during 2021.
  • Trained and mentored new hires on best practices in relationship building, increasing their sales performance by 50% within 18 months.
  • Actively engaged with customers via personalized follow-ups, leading to a 43% boost in overall customer satisfaction.

Affiliations

  • Institute of Sales Management (ISM)
  • TechServe Alliance (for IT staffing and solutions)
  • National Customer Service Association (NCSA)
  • Certified Professional Sales Person (CPSP) through the NASP
  • American Association of Inside Sales Employees (AA-ISE)
  • Women in Sales Everywhere (WISE)
  • Lions Club
  • Certified Service Desk Manager (CSDM)
  • Retail Solutions Providers Association (RSPA)
  • American Medical Informatics Association

Certifications

  • Salesforce Certified Administrator - 2022
  • Apple Certified Associate (ACA)
  • Certified Professional Sales Person (CPSP) - Brightline
  • Certified Customer Service Professional (CCSP) - Summit Group
  • Microsoft Excel for Sales Analysis Certification – 2023
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Service Advanced Data Analytics Certification – Lakeside Partners
  • CompTIA Security+
  • Six Sigma Green Belt Certification 2024
  • Professional in Sales and Marketing (PSM) - Harbor & Co.

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