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Skills

  • CRM software mastery (e.g., Microsoft Excel)
  • Retail store support
  • Advanced proficiency in framework
  • Credit card processing
  • Cross-functional team collaboration
  • Stock management
  • Account management
  • Client portfolio management
  • Warehousing functions
  • CRM

Work Experiences

  • In the top 9% of employees for successful improved.
  • Provided clients with basic technical support for a variety of metric company products.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Taught new employees about the company's operations, policies, and services.
  • Created and maintained a detailed database to develop promotional sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Committed to providing world-class customer service while remaining professional.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved success in providing unsurpassed customer service.
  • Within Miscellaneous, senior Leveraged Service Representative and outstanding performer in vendor management and workflow optimization.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Customer service specialist with over 17 years of experience resolving account and service issues for Miscellaneous clients.
  • HubSpot expert with experience in risk assessment services.
  • SAP expert with 12 years of experience in related roles.
  • Dedicated to meeting and exceeding standard objectives through effective communication and system abilities.

Accomplishments

  • Achieved a customer satisfaction score of 54% in quarterly surveys by focusing on quick resolutions and personalized service.
  • Mentored junior service agents, helping to raise their individual customer satisfaction scores by 54%.
  • Successfully trained a team of 4 representatives on advanced service techniques, effectively decreasing common service complaints by 85%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained a cross-functional team on leveraging Workday tools, decreasing service resolution time for complex queries by 20%.
  • Drove a 43% efficiency increase in resolving high-priority service tickets by enhancing cross-department communication channels.
  • Ensured compliance with all industry regulations, reducing compliance-related audit flags to under 53% annually.
  • Implemented cross-sell and upsell strategies that contributed to a team-wide increase in average order value of 17% over three years.
  • Achieved 11% compliance with industry standards by working closely with legal and regulatory teams on service protocol updates.
  • Collaborated with marketing to enhance cross-platform service promotions, increasing customer retention by 60% over several months.

Affiliations

  • Society for Human Resource Management (SHRM) Certified Professional
  • National Retail Federation (NRF)
  • Society of Human Resource Management
  • International Association for Contract and Commercial Management (IACCM)
  • International Institute of Business Analysis (IIBA)
  • Lions Club
  • American Association of Professional Customer Service (AAPCS)
  • National Customer Service Association (NCSA)
  • International Council of Nurses
  • American Medical Informatics Association

Certifications

  • ServSafe
  • Lean Six Sigma Yellow Belt by Lakeside Partners
  • Certified Conflict Resolution Facilitator (CCRF) by Cedar Works
  • Salesforce Certified Administrator
  • Professional in Customer Support (PCS) by Brightline
  • Customer Service Excellence Certification by Northwind
  • Google Professional Workspace Administrator
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant

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