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Skills

  • Churn rate reduction techniques
  • Receiving support
  • Building long-term customer relationships
  • Conducting product walkthroughs
  • Creating customer education resources
  • Complaint resolution
  • Key holder experience
  • Multi-line phone talent
  • Data entry
  • Customer account management

Work Experiences

  • In the top 17% of employees for successful spearheaded.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Ensure that customers and internal departments are properly communicated with.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Contributed to $2 in annual store sales per 6 months.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Committed to providing world-class customer service while remaining professional.
  • Customer Success Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • SAP expert with experience in project management services.
  • Costs were consistently reduced while profits were increased.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Customer Service Representative with 17 years of retail experience in fast-paced, team-oriented environments.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Bring extensive high-call volume experience working with initiative consumers spanning 2 years.

Accomplishments

  • Built deep relationships with high-value accounts, ensuring upsells, which contributed to 77% of total revenue growth in 2024.
  • Attained a Lean related to customer experience to better support clients, resulting in a 52% increase in customer satisfaction.
  • Led refresher training for customers on updated software features, which contributed to a 21% drop in late-stage churn.
  • Built and maintained long-lasting client relationships by proactively addressing concerns, achieving a retention rate of 49%.
  • Collaborated with technical support teams to reduce average customer issue resolution time by 62%, improving the overall service experience.
  • Partnered with the sales team to transition new clients seamlessly, ensuring 18% successful handoffs with no service disruptions.
  • Led customer onboarding processes, training sessions, and personalized tutorials, achieving a 62% reduction in onboarding time.
  • Implemented an automated customer feedback system that improved first response times by 15 hours and reduced manual follow-up workload by 82%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed a portfolio of 14 clients with varying service needs, maintaining a 82% renewal rate.

Affiliations

  • Help Desk Institute (HDI)
  • Jaycees
  • National Association of Social Workers
  • Society of Human Resource Management
  • International Customer Service Association (ICSA)
  • Women in Customer Success Podcast Community
  • Lions Club
  • Voice of Customer Professionals (VoCP)
  • Salesforce Success Community Member
  • Project Management Institute

Certifications

  • Certified Digital Customer Support Professional (CDSP)
  • Apple Certified Associate (ACA)
  • ServSafe
  • Communication Skills for Maximum Impact, LinkedIn Learning
  • Cisco Certified Network Associate (CCNA)
  • HubSpot Customer Success Certification
  • Microsoft Dynamics 365 Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Specialization in Customer Relationship Management by Coursera
  • Certified ScrumMaster (CSM) by Scrum Alliance

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