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Skills

  • Sales expertise
  • Professional telephone demeanor
  • Heavy lifting
  • CRM
  • Strategic sales knowledge
  • Staff education and training
  • Credit card processing
  • Account management
  • Bilingual in Mandarin
  • Service standard compliance

Work Experiences

  • Provided ongoing guest service, which included ServiceNow recommendations.
  • In the top 18% of employees for successful automated.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Met or exceeded revenue targets with successful promotions of Power BI during routine inbound calls and outbound sales follow-ups.
  • Handled over 9 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Promoted the company as a superior provider dedicated to the needs and satisfaction of customers.

Summaries

  • Customer Solutions Expert is a service-oriented Customer Solutions Expert with unrivaled customer service, task prioritization, and time management skills.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to exceeding expectations and leading the team to success.
  • Within Miscellaneous, senior Customer Solutions Expert and outstanding performer in cross-functional collaboration and performance reporting.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Hardworking Customer Solutions Expert with 16 years of telecommuting experience meeting customer needs.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Motivated Customer Solutions Expert with experience managing large-scale projects, including budgeting and administration.
  • Fluent in Mandarin. Personable and professional communicator.

Accomplishments

  • Advised
  • Reduced
  • Represented
  • Enhanced customer retention by 43% in 2017 by designing personalized solutions for escalated issues across HubSpot offerings.
  • Recommended
  • Developed a customer rewards program that increased repeat business by 80% through targeted loyalty efforts for high-value clients.
  • Resolved
  • Proposed
  • Documented
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • Member of the Global Service Desk Institute
  • Toastmasters
  • Society for Service Excellence (SSE)
  • Completion of Training and Facilitation in Customer Engagement (2017, initiative)
  • Project Management Institute
  • Speaker at the Customer Success Expo (2022)
  • Member of Association for Knowledge Management (KM)
  • American Medical Informatics Association
  • Help Desk Institute (HDI) Membership
  • Certified Mentor through the Professional Association for Customer Engagement (PACE)

Certifications

  • Certified Solutions Architect – Amazon Web Services (AWS) 2020
  • Salesforce Certified Administrator - 2023
  • Certified Professional in Customer Experience (CPCE) - Vantage - 2019
  • Apple Certified Associate (ACA)
  • Customer Service Excellence Certification - Summit Group, 2022
  • Certified Customer Service Professional (CCSP) Harbor & Co. 2020
  • Certified Support Center Analyst (CSCA) - 2019
  • Certified Client Relationship Manager (CCRM), Summit Group, 2018
  • Certified Knowledge Manager (CKM) – 2019
  • ServSafe

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