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Skills

  • Customer relationship management
  • Automated lead response workflows
  • Report preparation
  • B2B or B2C sales expertise
  • Medical terminology knowledge
  • Knowledgebase software
  • Receiving support
  • Service standard compliance
  • Performance metrics
  • Payment posting understanding

Work Experiences

  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Created and maintained a detailed database to develop promotional sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Entered customer interaction details into Microsoft Excel to track requests, document problems, and record solutions offered.
  • Used a POS system to itemize and total the purchases of 8 customers.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Taught new employees about the company's operations, policies, and services.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • French conversational skills
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer support protocols for Workday are well-understood by a skilled call center representative.
  • Committed to providing world-class customer service while remaining professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Achieved a 41% reduction in customer churn by implementing targeted feedback loops and providing customized solutions.
  • Increased inbound lead-to-conversation rate by 26% through the integration of personalized call scripts and timely follow-ups.
  • Implemented performance management software, increasing accountability within the team and improving individual KPIs by 35%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Shortened training on-boarding time for new hires by 14%, while maintaining consistent quality in inbound call management.
  • Collaborated with team of 14 in the development of framework.
  • Developed and launched a comprehensive sales playbook, leading to consistent messaging across the team and a 59% increase in sales consistency.
  • Initiated cross-departmental workshops to streamline the sales and marketing processes, resulting in a 43% improvement in lead qualification.
  • Collaborated with the product development team to advocate for client-inspired feature updates, increasing customer retention by 73%.
  • Fostered relationships with top-performing sales representatives across other regions, leading to the sharing of best practices and a company-wide sales increase of 73%.

Affiliations

  • Sales and Marketing Executives International (SMEI)
  • Society of Women Engineers
  • Society of Human Resource Management
  • American Association of Inside Sales Professionals (AA-ISP)
  • American Society of Safety Professionals
  • Certified Professional Sales Leader (CPSL) - framework
  • Women in Sales Everywhere (WISE)
  • Institute of Sales & Marketing Management (ISMM)
  • Project Management Institute
  • Freemason

Certifications

  • Data Analytics for Business Certification by Coursera
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Advanced Administrator
  • CRM Administration Certification by Udemy
  • Google Ads Display Certification
  • Certified Professional Sales Person (CPSP) - NASP
  • CX – Customer Experience Management Certification
  • Certified eCommerce Marketing Specialist
  • Apple Certified Associate (ACA)
  • CompTIA Security+

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