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Skills

  • Report preparation
  • Multi-line phone talent
  • Money handling abilities
  • Call resolution at industry-standard rates
  • International sales support
  • Customer Retention Through Personalized Service
  • Service standard compliance
  • Retail store support
  • Customer retention strategies
  • Client-facing communication expertise

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Used a POS system to itemize and total the purchases of 5 customers.
  • Averaged 8 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Collaborated with vendors to plan more than 5 daily pickups and weekly deliveries.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate framework systems is one of my specialties.
  • HubSpot expert with 3 years of experience in related roles.
  • Loyalty Care Representative proactive with experience in providing support and resolving customer complaints.
  • Loyalty Care Representative with 10 years of successful client relations and project management experience.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Under duress, personable and professional.
  • Loyalty Care Representative is a service-oriented Loyalty Care Representative with unrivaled customer service, task prioritization, and time management skills.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Utilized escalation management expertise to successfully resolve 51% of high-priority customer issues, saving key client relationships.
  • Collaborated with marketing to create targeted retention campaigns, driving a 78% increase in renewals for the HubSpot program.
  • Enabled cross-selling initiatives by identifying customer needs, resulting in a 17% growth in product/service adoption across key accounts.
  • Lead collaboration between sales and customer support to develop upsell opportunities, increasing revenue by $9 per quarter.
  • Successfully managed upwards of 16 client accounts per month, achieving an 24% retention rate year-over-year.
  • Reduced call handling time by 76% through the implementation of new customer relationship management (CRM) procedures.
  • Partnered with product teams to enhance service offerings, boosting customer satisfaction by 27% according to post-interaction surveys.
  • Improved onboarding completion rates for new customers by designing interactive training modules, resulting in 28% faster account activation.
  • Resolved customer inquiries quickly by reducing response times by 18% without compromising service quality.
  • Contributed to a 21% increase in net-promoter-scores through consistent and empathetic customer service practices.

Affiliations

  • National Association of Sales Professionals (NASP) member, focused on customer loyalty strategies
  • Volunteer mentor for the Customer Care Leadership Mentorship program since 2024
  • Member of the Society for Customer Intelligence and Care Analytics (SCICA)
  • Society of Women Engineers
  • Selected for Cedar Works’s Ambassador Program for Exceptional Customer Care in 2019
  • Affiliate member of the Global Contact Center Association
  • Lead presenter on personalized service delivery strategy at process in 2024
  • Association for Computing Machinery
  • Certified in Advanced Customer Care Analytics from system
  • Member of the Academy of Customer Care Excellence (ACCE)

Certifications

  • Certified Customer Retention Specialist (CCRS)
  • Certified in Customer Service Management (CCSM)
  • Certified Call Center Manager (CCCM)
  • Global CEM Customer Experience Management (CEM) Certification
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service Leadership Certification - Brightline
  • Churn Management Specialist Certification Summit Group
  • CompTIA A+ Technician
  • Negotiation and Conflict Resolution Certificate Vantage

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