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Skills

  • Pricing tool development
  • Professional telephone demeanor
  • CRM
  • Money handling abilities
  • Inspection reviews
  • Retail store support
  • Service standard compliance
  • Shipping procedures understanding
  • Strategic sales knowledge
  • Report writing

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Was quick to respond to potential customers' questions and requests.
  • Answered an average of 16 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • I'm in charge of a variety of queries relating to import/export shipments.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Used a POS system to itemize and total the purchases of 5 customers.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Very knowledgeable about Salesforce, as well as system competitors and offerings.
  • Dedicated to meeting and exceeding process objectives through effective communication and framework abilities.
  • Clear understanding of performance reporting and workflow optimization as well as budget management training.
  • Within Miscellaneous, senior Customer Service Support Representative and outstanding performer in performance reporting and workflow optimization.
  • Customer service expert with 9 years of experience resolving account and service issues for framework clients.
  • Customer Service Representative with experience working in a variety of category and customer service environments.
  • Dedicated and detail-oriented Customer Service Support Representative with multitasking, follow-through, and problem-solving experience gained during 3 years in customer service and support.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supported a team of 15 to resolve high-level customer concerns, contributing to a President's Club for overall customer support excellence.
  • Led a cross-department initiative to target and engage lapsed customers, which increased account reactivation rates by 25% over three years.
  • Monitored customer service metrics and implemented strategies, ultimately increasing CSAT by 36% in 2016.
  • Completed customer feedback analysis and initiated product improvements, enhancing client satisfaction through continuous service improvements.
  • Documented and resolved process which led to initiative.
  • Led training sessions for new customer service staff to ensure high-quality responses, achieving a Scrum Master for service quality standards.
  • Developed and implemented client retention strategies, reducing churn by 55% within 2019.
  • Worked with cross-functional teams to introduce FAQs for common customer issues, lowering ticket volumes by 84% in 2019.
  • Assisted management in refining the customer onboarding process, reducing subjectivity and increasing efficiency by 23% in 2017.

Affiliations

  • Toastmasters
  • International Council of Nurses
  • National Association of Social Workers
  • American Society of Safety Professionals
  • Society of Women Engineers
  • Technical Support Managers Forum (TSMF)
  • International Customer Support Association (ICSA)
  • Certified Customer Experience Professional (CCXP) Alumni Network
  • Product Support Professionals Group (PSPG)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Professional in Customer Satisfaction and Retention - Lakeside Partners
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Customer Service and Help Desk Certification
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Analytics Certification - 2024
  • Time Management Certification for Customer Service - 2023
  • Certified Help Desk Manager (HDI)
  • Certified Contact Center Manager (CCCM) - Beacon Labs

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