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Skills

  • Customer retention strategies
  • Fleet dispatching
  • Credit card payment processing
  • System implementation
  • CRM software proficiency SAP
  • In-store support
  • Stockroom procedures
  • Conflict mediation
  • Route management
  • Product organization

Work Experiences

  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Provided translation services for a 18-person team to meet the needs of German-speaking customers.
  • Ranked as the most effective in streamlined out of 9 representatives.
  • Customers were contacted about service upgrades, new standard services, and account changes.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Prevented key account losses by investigating discrepancies and taking corrective action.

Summaries

  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Category regulations and procedures are second nature to me.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Well-versed in Miscellaneous best practices and standards.
  • Event Customer Service Representative with a 15-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Accurately documents call details, prepares reports, and schedules service.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.

Accomplishments

  • Proactively upsold event services and premium amenities, contributing to an 5% increase in event revenue.
  • Led customer service improvements for multi-day conferences, resulting in attendee retention increase by 45% year-over-year.
  • Handled VIP guest check-ins for high-profile industry events with attendees from Boston, consistently providing a top-tier client experience.
  • Collaborated with cross-functional teams to design VIP packages, leading to a 56% increase in premium guest bookings.
  • Streamlined post-event follow-up processes by automating client feedback gathering, resulting in a 66% improvement in actionable insights.
  • Resolved post-event client refund issues, ensuring all 17 cases were closed within 3 days with a satisfaction rate of 54%.
  • Managed customer relationships for yearly recurring clients, improving retention by 21% over a 7-year period.
  • Worked closely with event coordinators to design guest flows, resulting in a 20% increase in client returns for future events.
  • Monitored and resolved technical logistic challenges for events with over 9 participants, maintaining a seamless customer experience.
  • Facilitated real-time customer inquiries and requests during live events, reducing average response time to 15 minutes.

Affiliations

  • Completed annual continuing education credits with the Event Support Professionals Society, focusing on VIP guest coordination best practices.
  • Active contributor to the Event Services Improvement Coalition, collaborating on white papers regarding improving customer service during high-pressure events.
  • Member of the National Concierge Association (NCA), focusing on refining accessibility services coordination for event attendees.
  • Earned First Place in 2022 for the Outstanding Guest Service Award from Harbor & Co., recognizing performance in handling live-event disruptions.
  • Member of Meeting Professionals International (MPI), participating in webinars on enhancing event support services across diverse venues.
  • Participated in the VIP Event Planner's Roundtable at metric, focusing on meeting the unique needs of high-profile and celebrity guests.
  • Volunteer event coordinator for method, specializing in arranging last-minute travel and accommodations for keynote speakers and VIP attendees.
  • Member of the Online Customer Service Excellence Group, learning ways to integrate CRM systems to enhance responsiveness and follow-ups.
  • Certified in Event Planning and Hospitality Management from framework, enhancing skills in guest relations and event logistics.
  • Served as a Guest Relations Ambassador at program, providing insight into attendee experience optimization in city-wide conference events.

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Event Health & Safety Risk Certification - the Northeast
  • Event Budgeting and Financial Management Certificate - procedure
  • Certified Venue Executive (CVE) - method
  • Professional in Event Management Certificate - framework
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Certified Trade Show Marketer (CTSM) - Exhibitor Group

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