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Skills

  • Account management
  • Escalation Process Improvement
  • Retail store support
  • Report preparation
  • CRM system integration and data accuracy
  • Money handling abilities
  • Strategic sales knowledge
  • POS systems expert
  • Cross-sell and up-sell strategy development
  • Stock management

Work Experiences

  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • QuickBooks expert with experience in performance reporting services.
  • Worker with a strong understanding of framework organization and method product issues.
  • Strengths in stakeholder engagement and risk assessment backed up by Miscellaneous training.
  • Offering 5 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Fluent in French. Personable and professional communicator.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and standard department guidelines.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Created and implemented incentive program aligned with KPIs, which increased team performance by 37% in meeting or exceeding service goals.
  • Initiated frequent QA sessions that contributed to improving team adherence to call scripts by 25% and reducing compliance issues.
  • Influenced executive decisions on customer service strategy by using data analytics, directly contributing to a 23% increase in yearly CSAT scores.
  • Identified high-value customer issues and escalated them appropriately, resolving 27% of priority incidents within SLA.
  • Analyzed customer feedback reports and collaborated with product teams to address recurring issues, resulting in a 59% decline in negative product-related queries.
  • Reduced escalated customer issues by 59% by improving the team's communication and troubleshooting skills.
  • Directed a cross-functional team during holiday peak season, reducing wait times by 12 minutes and maintaining a SLA compliance rate of 45%.
  • Coordinated closely with IT and operations to proactively address system downtimes, ensuring continuous inbound communication with no outages.
  • Resolved product issue through consumer testing.
  • Documented and resolved initiative which led to metric.

Affiliations

  • The Empathy Business (TEB)
  • Society of Human Resource Management
  • Quality Assurance International (QAI) - Contact Center Edition
  • Women in Customer Service Leadership (WICSL)
  • International Council of Nurses
  • National Customer Service Association (NCSA)
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • American Management Association (AMA) - Team Leadership Program
  • Customer Service Professionals Network (CSPN)

Certifications

  • Customer Experience Management Certification (CEM)
  • Certified BPO Operations Manager - Beacon Labs
  • Certified in ITIL Service Management - 2016
  • Certified Professional in Contact Center Management (CPCCM)
  • Certified in Workforce Optimization - Jira
  • Certified CRM Administrator - program
  • Apple Certified Associate (ACA)
  • Certified Workforce Management Specialist (CWMS)
  • CompTIA Network+
  • Certified Operational Excellence Professional (COEP)

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