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Skills

  • Receiving support
  • Professional telephone demeanor
  • Effective time management under pressure
  • Multi-line phone talent
  • Key stakeholder relationship building
  • Order fulfillment
  • Building Customer Loyalty
  • Customer experience improvement strategies
  • Shipping procedures understanding
  • Sales expertise

Work Experiences

  • In the top 5% of employees for successful improved.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Used a POS system to itemize and total the purchases of 2 customers.
  • Taught new employees about the company's operations, policies, and services.
  • Kept up to date on product and service changes.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Increased the team's revenue by over $6 in sales.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Expert at providing relevant information and options for resolving problems effectively.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Under duress, personable and professional.
  • Costs were consistently reduced while profits were increased.
  • SAP expert with 14 years of experience in related roles.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Marketing Customer Service Representative with 2 years of experience in dealing with customer requests and concerns.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Marketing Customer Service Representative is a multi-talented Marketing Customer Service Representative who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Reduced churn rate by 51% through personalized customer outreach and regular follow-ups.
  • Developed targeted communication plans tailored to customer segments, resulting in a 29% increase in email open rates.
  • Led initiative to upgrade customer support tools, decreasing inquiry response times by an average of 57%.
  • Trained team members on customer service best practices, achieving a 42% reduction in response time.
  • Enhanced product visibility by coordinating cross-promotions with Cedar Works, increasing online engagement by 45%.
  • Monitored and presented key performance indicators (KPIs) to leadership, influencing strategic customer service improvements.
  • Managed multi-channel social media campaigns, increasing customer engagement and inquiries by 84%.
  • Implemented customer surveys via Asana, resulting in actionable insights and customer retention increases of 72% %.
  • Collaborated with marketing and sales departments to identify upselling opportunities, increasing revenue by $14.
  • Adapted customer communication strategies for Chicago market, contributing to a 71% revenue growth.

Affiliations

  • Rotary International
  • Customer Experience Strategies Summit Speaker
  • Customer Service Institute of America (CSIA)
  • Digital Marketing Association (DMA)
  • Project Management Institute
  • Microsoft 365 Certified Fundamentals
  • National Retail Federation (NRF)
  • Customer Experience Professionals Association (CXPA)
  • Podcast Movement Conference Participant
  • LinkedIn Learning Marketing Strategy Courses

Certifications

  • Project Management Professional (PMP)
  • Microsoft Advertising Certified Professional 2021
  • Certified Digital Marketing Professional (CDMP) - 2017
  • Apple Certified Associate (ACA)
  • Salesforce
  • LinkedIn Marketing Solutions Fundamentals - 2015
  • Certified Professional in Customer Service (CPCS) - Summit Group, 2022
  • Customer Engagement Strategy Advanced Certification - Vantage, 2015
  • Certified Customer Service Manager (CCSM) - 2023
  • Customer Service & Support Fundamentals (CSSF) - Harbor & Co., 2022

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