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Skills

  • Cross-functional team collaboration
  • CRM system migration and implementation
  • Receiving support
  • Shipping procedures understanding
  • Feedback loop creation for service improvement
  • CRM
  • Retail store support
  • Customer relationship management (CRM) proficiency
  • Customer satisfaction improvement
  • Staff education and training

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Facilitated framework orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Created and maintained a detailed database to develop promotional sales.
  • Increased the team's revenue by over $14 in sales.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Taught new employees about the company's operations, policies, and services.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Workday expert with 13 years of experience in related roles.
  • Under duress, personable and professional.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 2 years.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Customer Team Member with 3 years of successful workflow optimization and budget management experience.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Motivated to keep customers happy and contribute to the company's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Team Member who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Spearheaded an initiative to redesign the FAQ section used by support staff, which decreased average handling time by 28% minutes per call.
  • Managed and streamlined customer service workflows, which led to a 27% faster resolution time for service tickets.
  • Collaborated with team of 16 in the development of procedure.
  • Surpassed monthly sales targets by an average of 44% by effectively cross-selling and upselling products during customer interactions.
  • Handled over 6 social media support cases weekly, contributing to a noticeable 20% increase in positive online sentiment.
  • Played key role in achieving Excellence Award for best customer service department in 2020, through proactive problem-solving and customer follow-up strategies.
  • Conducted post-service surveys and feedback analysis, driving actionable insights into a 45% improvement in service quality.
  • Utilized a customer-centric approach to develop tailored service plans, resulting in increased customer loyalty and a 24% reduction in churn rates.
  • Trained 4 new team members on company policies and customer service best practices, resulting in smoother onboarding processes and higher productivity.
  • Helped team reach 24% performance improvement via targeted coaching sessions and ongoing performance assessments.

Affiliations

  • Society for Human Resource Management (SHRM) Affiliate
  • International Society of Six Sigma Professionals (ISSSP)
  • ECommerce Association of Austin
  • Association of Information Technology Professionals
  • Certified Professional Customer Leader (CPCL) Program
  • Women in Retail Leadership Circle (WIRLC)
  • Customer Experience Professionals Association (CXPA)
  • American Marketing Association
  • Retail Council of Seattle
  • American Society for Quality (ASQ)

Certifications

  • Certified Professional in Customer Relations (CPCR) - metric
  • Certified Customer Experience Practitioner (CCXP) - method
  • Certified Inside Sales Professional (CISP) - AA-ISP
  • Certification in Professional Sales Management - procedure
  • Google Analytics Individual Qualification (GAIQ) - Google
  • Customer Data Platform (CDP) Certification - system
  • Certified Public Accountant (CPA)
  • Certified Call Center Manager (CCCM) - framework
  • HubSpot CRM Certification - HubSpot Academy
  • Google Professional Workspace Administrator - system

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