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Skills

  • Churn predictive analytics
  • Customer Retention Improvement
  • Cross-functional team collaboration
  • Data-driven decision making
  • Client relationship management (CRM) tools proficiency
  • Multi-line phone talent
  • Data entry
  • Customer journey mapping
  • Recordkeeping strengths
  • Report preparation

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Processed 8 invoices and mailed documentation to clients each the past year.
  • Created and maintained a detailed database to develop promotional sales.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Welcomed, greeted, and assisted customers, generating $14 in 18 months revenue in a high-traffic store.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Ensure that customers and internal departments are properly communicated with.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate standard systems is one of my specialties.
  • Fluent in Mandarin. Personable and professional communicator.
  • Tableau expert with experience in process improvement services.
  • Dedicated to exceeding expectations and leading the team to success.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • SAP and metric techniques have been taught to me.
  • Committed to providing world-class customer service while remaining professional.
  • Customer service specialist with over 17 years of experience resolving account and service issues for Miscellaneous clients.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Initiated customer engagement events that helped improve the Net Promoter Score (NPS) of key accounts by 47% within 6 months.
  • Collaborated with team of 4 in the development of initiative.
  • Monitored key customer engagement metrics, identifying trends that enhanced customer experience and led to a 74% increase in overall satisfaction.
  • Optimized client communication strategies, resulting in a 82% shorter average response time and improved client satisfaction.
  • Created a seamless, customer-friendly loyalty program that increased participation by 64% and positively impacted long-term engagement.
  • Reduced customer frustration rates by 57% by delivering in-depth training sessions on best practices using Jira.
  • Compiled regular product usage reports to inform customers of potential optimizations, increasing user adoption by 66%.
  • Strategically enhanced product education resources through webinars and documentation, yielding a 35% increase in proactive client engagement with HubSpot.
  • Achieved 44% year-over-year renewal rate growth by nurturing key accounts and building long-term client relationships.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Success Executives Network (CS-ENet)
  • Leadership in Revenue Operations Organization (RevOps)
  • Society of Human Resource Management
  • Salesforce Trailblazer Community
  • American Society of Safety Professionals
  • Association of Information Technology Professionals
  • Toastmasters International – Presentations & Client Communication Focus
  • Lions Club
  • Association for Computing Machinery
  • Toastmasters

Certifications

  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate
  • Lean Six Sigma Green Belt Certification
  • Certified Conflict Resolution Manager Summit Group
  • ServSafe
  • CompTIA Security+
  • Google Analytics for Beginners Certification
  • Certified ScrumMaster (CSM)
  • SHRM Certified Professional (SHRM-CP)
  • ITIL Foundation Certification - Information Technology Infrastructure Library
  • Certified Professional in Supply Management (CPSM)

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