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Skills

  • Service standard compliance
  • Training development aptitude
  • Digital marketing tool proficiency (Microsoft Excel)
  • Receiving support
  • Recordkeeping strengths
  • Complaint resolution
  • Escalation management
  • Customer segmentation via predictive analytics
  • Order fulfillment
  • Cross-functional collaboration

Work Experiences

  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • In the top 3% of employees for successful improved.
  • Was quick to respond to potential customers' questions and requests.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Assisted and cross-trained other customer service managers.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Kept the method and framework areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Loyalty Representative is a multi-talented Loyalty Representative who is consistently rewarded for planning and operational improvements.
  • HubSpot expert with experience in project management services.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Power BI and framework techniques have been taught to me.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Loyalty Representative with 2 years of successful budget management and strategic planning experience.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Initiated a proactive outreach program targeted at at-risk loyalty accounts to reinstate engagement, improving customer loyalty in 2020.
  • Collaborated with team of 3 in the development of metric.
  • Oversaw loyalty program's strategic overhaul, enhancing customer retention by 67% and elevating brand visibility.
  • Delivered process improvements that cut member inquiry response times by 55%, leading to enhanced customer satisfaction.
  • Improved rewards redemption process by integrating customer feedback, leading to a decrease in operational cost by 66%.
  • Used multichannel approaches in customer outreach that grew redemption rates by 75% within metric.
  • Analyzed customer engagement trends using data analytics tools, preemptively identifying churn risks and reducing attrition by 39%.
  • Documented and resolved metric which led to category.
  • Secured a Outstanding Service Award for spearheading a customer journey mapping initiative, identifying program gaps and boosting member retention by 46%.

Affiliations

  • Network of Market Researchers and Loyalty Analysts
  • National Customer Service Association (NCSA)
  • American Marketing Association
  • National Association of Social Workers
  • Graduate of Raleigh Institute of Business and Technology - Marketing Specialty
  • Loyalty Marketers' Association
  • Lions Club
  • Toastmasters
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Customer Loyalty Professional (CCLP)
  • Conflict Resolution and Negotiation Skills Certification from Vantage
  • First Aid/CPR Certified
  • Certified in Digital Marketing (CDM) from Harbor & Co.
  • Certified Six Sigma Yellow Belt for Operational Efficiency
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Customer Service and Conflict Resolution Certificate
  • Advanced Loyalty Program Design Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Data Analyst (CDA) in Marketing from Vantage

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