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Skills

  • Staff education and training
  • CRM
  • Stocking and replenishing
  • Team leadership and supervision
  • Recordkeeping strengths
  • Order fulfillment
  • Complaint resolution
  • Customer satisfaction improvement strategies
  • Strategic sales knowledge
  • Warehousing functions

Work Experiences

  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • 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.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Collaborated with vendors to plan more than 2 daily pickups and weekly deliveries.
  • Acquired 14 new customers, resulting in 5% revenue for the team.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Averaged 17 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Tableau expert with experience in data analysis services.
  • Very knowledgeable about Adobe Creative Suite, as well as method competitors and offerings.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Lead Service Representative with 6 years of experience in dealing with customer requests and concerns.
  • Within Miscellaneous, senior Lead Service Representative and outstanding performer in team leadership and data analysis.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.

Accomplishments

  • Achieved 63% on-time resolution for escalated customer issues by analyzing procedural bottlenecks and recommending adjustments.
  • Trained and mentored 9 junior service representatives, reducing turnover by 71% over one year.
  • Won Cedar Works account by achieving a 47% turnaround in service-related issues, ultimately improving client satisfaction.
  • Collaborated with product teams to identify enhancement opportunities based on user feedback, leading to 52% fewer customer complaints in subsequent quarters.
  • Developed and deployed SOPs for handling escalated customer complaints, reducing resolution times by 77%.
  • Reduced call handling time by an average of 8 minutes by streamlining customer inquiry procedures without lowering satisfaction scores.
  • Facilitated a team-wide transition to Asana, enhancing data integrity and productivity tracking by 25%.
  • Implemented a cross-selling initiative for team leadership, driving a 65% increase in sales productivity.
  • Spearheaded the integration of Power BI, resulting in an 73% improvement in operational efficiency department-wide.
  • Optimized scheduling strategies that resulted in cost savings of 14 by reducing the need for overtime shifts.

Affiliations

  • Service Quality Institute (SQI)
  • National Customer Service Association (NCSA)
  • American Marketing Association (AMA)
  • Customer Service Institute of America (CSIA)
  • American Institute of Stress (AIS)
  • Project Management Institute
  • Jaycees
  • American Marketing Association
  • National Association of Social Workers
  • Society of Women Engineers

Certifications

  • CompTIA A+ Technician
  • Certified Supply Chain Professional (CSCP)
  • Google Certified Professional Cloud Architect
  • Customer Experience Professional (CXP) Certification
  • First Aid/CPR Certified
  • CompTIA Network+
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Process Professional (CPP)
  • Certified Trainer Designation (CTD)

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