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Skills

  • Complaint resolution
  • Medical terminology knowledge
  • Shipping procedures understanding
  • Complaint resolution with root cause analysis
  • Customer Satisfaction (CSAT) improvement strategies
  • Customer relationship management (CRM) expertise
  • Handling and resolving escalated customer issues
  • Customer journey mapping and enhancement
  • Sales expertise
  • Leadership in customer service training

Work Experiences

  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • By clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution to solve the problem, I was able to resolve product or service issues.
  • Was in charge of day-to-day customer contact, which included phone calls, faxes, and emails.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Welcomed, greeted, and assisted customers, generating $2 in two years revenue in a high-traffic store.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Adaptable customer service and customer relations professional with 5 years of experience.
  • Offering 12 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to meeting and exceeding category objectives through effective communication and metric abilities.
  • Fluent in Japanese. Personable and professional communicator.
  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Excellent communicator with 13 years of experience as a Customer Service Representative in high-volume call centers.
  • Committed to providing world-class customer service while remaining professional.
  • Well-versed in SAP and a consistent performer when it comes to sales goals.

Accomplishments

  • Collaborated with sales and marketing teams to boost customer loyalty program participation by 26%, driving an increase in repeat business.
  • Coordinated seamlessly with the logistics department to troubleshoot and resolve delivery issues, reducing delayed shipments by 46%.
  • Successfully handled escalations and defused 10 high-conflict customer situations, leading to positive resolutions and retained business relationships.
  • Utilized critical thinking to resolve 14 high-priority cases per month, saving $78,000 in potential loss per quarter.
  • Pioneered a new customer onboarding process that reduced setup time by 15 days, contributing to overall client satisfaction.
  • Analyzed call volume and peak periods to assist in creating flexible staffing schedules, ensuring an 45% improvement in service coverage.
  • Utilized customer feedback and surveys to provide actionable insights for improving Power BI, directly influencing a 51% reduction in defect-related inquiries.
  • Collaborated with management to redesign the customer success dashboard, providing clearer real-time insights and improving decision-making by 65%.
  • Led customer service training sessions that empowered staff to resolve technical issues and reduced escalated tickets by 80%.
  • Resolved complex account issues for high-profile clients, leading to 79% customer satisfaction retention over one year.

Affiliations

  • Winners Circle Member - Customer Service Awards 2017
  • Institute of Customer Service
  • American Society for Quality (ASQ) - Customer Service Division
  • Certified Call Center Manager (CCCM)
  • Certified Support Professional (CSP)
  • National Association of Social Workers
  • Association for Computing Machinery
  • National Customer Service Association (NCSA)
  • American Marketing Association
  • Customer Success Association

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • First Aid/CPR Certified
  • ISO 10002 Quality Management Customer Satisfaction Guidelines on Complaints Handling Certification
  • Emotional Intelligence (EQ) in Customer Service Certification by Skillshare
  • Certified Multilingual Customer Service Professional
  • Competent Communicator (CC) Certification by Toastmasters International (for improving communication skills)
  • Conflict Resolution & Mediation Certification

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