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Skills

  • Direct sales
  • Customer complaint management
  • Business development understanding
  • Collaboration with cross-functional teams
  • Route management
  • In-store support
  • Credit card payment processing
  • Shipping and receiving understanding
  • Data evaluation
  • Product organization

Work Experiences

  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Named Top Seller for 18 months through streamlined.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Was in charge of processing customer account changes.

Summaries

  • Client service professional with 5 years of experience interacting with clients.
  • Trained in the use of Salesforce and has in-depth knowledge of vendor management.
  • Customer Service Representative with extensive experience in the system industry who is friendly and dedicated.
  • Motivated to keep customers happy and contribute to the company's success.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Customer Service Support Associate with 10 years of standard customer service experience.
  • Salesforce expert who excels at meeting and exceeding sales targets.
  • Customer satisfaction has been proven to rise in the past.
  • Excel in Salesforce offerings, ServiceNow use, and strategic planning.

Accomplishments

  • Collaborated with the product team to implement 14 new features based on customer input, leading to a 26% increase in customer retention.
  • Successfully mediated 4 high-priority customer escalations, lowering overall escalation rates by 55% over 18 months.
  • Utilized CRM tools to track and follow up on pending tickets, reducing open cases by 21% and improving customer satisfaction.
  • Developed and led a customer feedback survey initiative, increasing actionable insights by 76% and improving overall Customer Satisfaction Score (CSAT) to 3 over 18 months.
  • Analyzed and reported on customer service handling metrics, providing feedback to senior management that improved team KPIs by 23%.
  • Improved department-wide customer service response times by introducing a prioritized task system, decreasing average handling time by 23%.
  • Assisted in the roll-out of Asana, improving customer support efficiency which reduced average response time by 79%.
  • Established and enforced revised workflows that improved response times to customer queries by 74%, ensuring all inquiries met SLA requirements.
  • Implemented cross-sell and upsell strategies leading to an increase in revenue by 65% from existing customer accounts over one year.
  • Consistently met or exceeded individual performance metrics, maintaining a customer service satisfaction score of 75% over 18 months.

Affiliations

  • Certified Associate in Project Management (CAPM), Focusing on Support Teams - standard
  • Member, Tech Support Alliance Network (TSAN) - procedure
  • Certified Customer Service Representative, process – ICMI
  • Mentor and Trainer, Customer Support Knowledge Network - program
  • Active Participant, National Customer Service Association (NCSA)
  • Member, International Customer Management Institute (ICMI)
  • Alumni, program Business and Customer Relations Program – 2020
  • Co-organizer, Local Customer Service Meetup Group - Denver
  • Contributor, Customer Support Training Group - Northwind, 2022
  • Member, Regional Call Center Leadership Group, Boston

Certifications

  • Certified Customer Service Professional (CCSP) - Vantage
  • Customer Success and Retention Strategies Certification - method
  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified Systems Engineer (MCSE)
  • American Academy of Financial Management (AAFM)
  • Project Management Professional (PMP)
  • Certified Call Center Manager (CCCM) - Summit Group
  • SAP Certified Application Associate
  • Customer Relationship Management Certification (CRM) - Ironclad Systems
  • Microsoft Office Specialist (MOS)

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