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Skills

  • Risk management processes and analysis
  • Operational improvement
  • Staff collaboration
  • Schedule management
  • Team management
  • Cooking meals
  • Business operations
  • Physical therapy administration
  • Dinner service planning
  • Fluency in Portuguese

Work Experiences

  • Effectively controlled the release of proprietary and confidential information for general client lists.
  • Guided
  • Invented
  • Had planned ahead.
  • Managed
  • Recorded patients' pulses, blood pressures, and respirations (TPRs) to assess and document important health information.
  • Did laundry, dusting, dishwashing, and vacuuming, among other things.
  • On-site training was provided by me.
  • Quickly identified problems and alerted Live Consultant to any potential project delays.
  • Gave customers clear demonstrations of alarm systems so they could learn how to use each feature.

Summaries

  • Focused on customer service
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.
  • dependable self-starter looking for a position as a customer resolution specialist with a forward-thinking company.
  • Articulate
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Process and initiative are examples of abilities.
  • Collaborate with commercial lenders to achieve sales targets.
  • Working with children and the elderly is a strength, as is anticipating and responding to client needs.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Determined sales and marketing professional with 11 years of experience in method industry.

Accomplishments

  • Increased sales 15% over two years.
  • Exceeded KPIs for technical troubleshooting by 79% for 2016, earning recognition for outstanding customer resolution.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced escalations by analyzing common issues and building a comprehensive FAQ guide, improving first-contact resolutions by 52%.
  • Built and maintained strong rapport with clients, contributing to a 80% improvement in customer retention rates.
  • Utilized SAP to resolve real-time customer queries, reducing average resolution time by 66% over a the past year period.
  • Monitored and facilitated improvements in consultants' live performance reviews, contributing to a 58% increase in adherence to service-level agreements.
  • Identified recurring client issues during live consultations and worked with IT to fix systemic software bugs, decreasing repeated support incidents by 47%.
  • Collaborated with the product development team to suggest improvements based on customer feedback, leading to a President's Club by the company.
  • Expertly handled high-pressure client escalations, resolving 9 critical customer complaints within a the past year period.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Gartner Peer Insights Network
  • Empathy in Customer Care Network
  • Customer Service Institute of America (CSIA)
  • Association for Conflict Resolution (ACR)
  • National Customer Service Association (NCSA)
  • Freemason
  • Society for Human Resource Management (SHRM)
  • International Virtual Assistants Association (IVAA)
  • International Live Events Association (ILEA)

Certifications

  • Certified Virtual Support Specialist - Cedar Works
  • Certified Technical Support Professional (CTSP) Summit Group
  • CRM Software Specialist Certification - Salesforce
  • Agile Customer Service Certification - Northwind
  • Certified Protection Officer (CPO)
  • Certified Online Helpdesk Agent - Summit Group
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Certified Multitasking Professional for Customer Service (CMP-CS) - Brightline
  • Certified Professional in Customer Experience Management (CPCEM)

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