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Skills

  • CRM tools proficiency (e.g., Workday)
  • Building Customer Loyalty
  • Warehousing functions
  • Data analysis from customer feedback surveys
  • Service standard compliance
  • Customer satisfaction improvement
  • Key holder experience
  • Customer experience improvement strategies
  • Receiving support
  • Customer retention strategies

Work Experiences

  • Used a POS system to itemize and total the purchases of 2 customers.
  • Ensure that customers and internal departments are properly communicated with.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Created and maintained a detailed database to develop promotional sales.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided ongoing guest service, which included Workday recommendations.
  • Was quick to respond to potential customers' questions and requests.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to standard regulations and initiative department guidelines.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Very knowledgeable about Power BI, as well as framework competitors and offerings.
  • Marketing Customer Service Representative with 2 years of experience in dealing with customer requests and concerns.
  • Dedicated to meeting and exceeding metric objectives through effective communication and initiative abilities.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Marketing Customer Service Representative is a service-oriented Marketing Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Achieved a 15% improvement in customer satisfaction through active social media engagement and proactive issue resolution.
  • Led initiative to upgrade customer support tools, decreasing inquiry response times by an average of 57%.
  • Directed onboarding process for 10 clients, ensuring seamless integration of new services.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led customer service training on using Asana, reducing operational errors by 25% %.
  • Automated customer feedback collection using HubSpot, leading to increased data accuracy and faster reporting.
  • Developed targeted communication plans tailored to customer segments, resulting in a 29% increase in email open rates.
  • Reduced churn rate by 51% through personalized customer outreach and regular follow-ups.
  • Provided multilingual support for international clients, expanding service coverage across 4 new markets.
  • Collaborated with product development teams to incorporate customer feedback, resulting in initiative.

Affiliations

  • Salesforce Trailhead Badges in Customer Engagement
  • International Association of Business Communicators (IABC)
  • Society for Marketing Professional Services (SMPS)
  • Toastmasters
  • Freemason
  • Association for Customer Loyalty (ACL)
  • Microsoft 365 Certified Fundamentals
  • International Association of Administrative Professionals
  • Salesforce Certified Administrator
  • Chartered Institute of Marketing (CIM)

Certifications

  • Marketing Cloud Email Specialist - Salesforce, 2016
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Certified Social Media Customer Care Specialist - 2022
  • ServSafe
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect

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