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Skills

  • Route dispatch
  • Conflict resolution and de-escalation skills
  • Money handling abilities
  • Training development aptitude
  • Order fulfillment
  • International sales support
  • Credit card processing
  • Retail materials management
  • Key holder experience
  • Performance metrics analysis

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Kept up to date on product and service changes.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Welcomed, greeted, and assisted customers, generating $9 in the past year revenue in a high-traffic store.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Dealer Support Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Clear understanding of strategic planning and client relations as well as risk assessment training.
  • Achieved success in providing unsurpassed customer service.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Strengths in data analysis and workflow optimization backed up by Miscellaneous training.
  • Dedicated to meeting and exceeding category objectives through effective communication and program abilities.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Provided expert troubleshooting for escalated dealer issues related to Power BI, reducing time-to-resolution by an average of 21%.
  • Facilitated feedback loops between dealers and the product team, resulting in actionable insights that directly improved program within framework.
  • Gathered cross-functional buy-in to implement process improvements that decreased invoice processing time for dealers by 60%, leading to faster revenue recognition.
  • Worked closely with sales representatives to assess dealer-specific needs, cultivating stronger relationships that contributed to a 84% increase in product orders.
  • Skilled in Salesforce process, enabling streamlined tracking and documentation of over 8 dealer interactions daily.
  • Supported dealers through all stages of the product life cycle, from pre-sales inquiries to post-sales support, ensuring continuity and satisfaction at every step.
  • Streamlined internal processes involving dealer reporting using initiative, improving the accuracy and timeliness of dealer performance analytics by 48%.
  • Implemented improved conflict resolution practices during high-stress dealer interactions, resulting in a 37% increase in successful resolutions and reduced call escalation.
  • Effectively managed a caseload of continuous dealer issues, ensuring that 45% of requests were resolved within clearly defined service levels.
  • Provided comprehensive onboarding support to 5 new dealers, helping to build strong relationships and reduce churn during the critical first the past year.

Affiliations

  • Customer Success Association
  • American Medical Informatics Association
  • Association for Service Support Professionals (ASSP)
  • Client Success Leadership Network
  • Toastmasters
  • Certified Support Professional through HDI 2015
  • Help Desk Institute (HDI)
  • International Association of Administrative Professionals
  • American Marketing Association
  • Rotary International

Certifications

  • Certified Sales Consultant (CSC) – National Auto Dealers Association
  • Certified Supply Chain Professional (CSCP) – APICS
  • Project Management Professional (PMP)
  • Certified Customer Service Professional (CCSP) - National Customer Service Association (NCSA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Product Marketer (CPM) – Pragmatic Institute
  • Product Support Specialist Certification process – 2020
  • ITIL Foundation Certification in IT Service Management – AXELOS
  • Certified Support Professional (CSP) – method
  • Salesforce

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