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Skills

  • Contract renewal negotiation
  • Warehousing functions
  • Client Feedback Management
  • International sales support
  • Key stakeholder relationship building
  • Account management
  • Professional telephone demeanor
  • Training development aptitude
  • Retail materials management
  • Key holder experience

Work Experiences

  • Looked into and resolved issues with accounting, service, and delivery.
  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided clients with basic technical support for a variety of category company products.
  • Taught new employees about the company's operations, policies, and services.
  • Facilitated framework orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Created and maintained a detailed database to develop promotional sales.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Under duress, personable and professional.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and program abilities.
  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Bring extensive high-call volume experience working with process consumers spanning 14 years.
  • Strengths in budget management and team leadership backed up by Miscellaneous training.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 11 years.
  • Fluent in Mandarin. Personable and professional communicator.

Accomplishments

  • Optimized onboarding workflows, contributing to a 30% reduction in customer fallout during the first 3 months of service.
  • Spearheaded the integration of a new CRM system, achieving a 69% faster escalation resolution time across 3 major accounts.
  • Collaborated with team of 16 in the development of category.
  • Partnered with account managers to identify and resolve high-priority billing disputes, recovering category of outstanding receivables by 2019.
  • Initiated a customer feedback loop for Major Accounts, driving a 38% increase in Net Promoter Scores (NPS) over two years.
  • Oversaw the renewals process for 2 clients, securing a 52% increase in contract value across major accounts.
  • Piloted an advanced ticketing structure that enabled faster resolutions for Major Accounts, reducing escalations by 59%.
  • Resolved product issue through consumer testing.
  • Worked closely with the IT team to enhance CRM reporting features, boosting data accuracy and improving client insights by 60%.
  • Developed and executed retention strategies for top-tier clients, leading to a 79% increase in client retention YoY.

Affiliations

  • Client Success Association
  • American Marketing Association (AMA)
  • International Institute of Business Analysis (IIBA)
  • National Business Development Association (NBDA)
  • Customer Experience Professionals Association (CXPA)
  • International Association of Administrative Professionals
  • Strategic Account Management Association (SAMA)
  • International Customer Management Institute (ICMI)
  • Association for Talent Development (ATD)
  • National Association of Social Workers

Certifications

  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • Client Relationship Building and Management – Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • Certified Relationship Manager (CRM) – process
  • Certified Public Accountant (CPA)
  • Certified Net Promoter Associate – Bain & Company
  • Certified Key Account Manager (CKAM) - Summit Group
  • KPI Dashboards Certification – Workday

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