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Skills

  • Complaint reduction strategies
  • Vendor relationship management
  • Customer service protocol development
  • Professional telephone demeanor
  • Retail store support
  • Handling escalated calls
  • Retail materials management
  • Multi-line phone talent
  • Money handling abilities
  • International sales support

Work Experiences

  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Used a POS system to itemize and total the purchases of 5 customers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Acquired 6 new customers, resulting in 15% revenue for the team.
  • Processed 11 invoices and mailed documentation to clients each one year.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased the team's revenue by over $5 in sales.
  • Averaged 11 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Bring extensive high-call volume experience working with method consumers spanning 3 years.
  • Clear understanding of risk assessment and performance reporting as well as project management training.
  • Offering 8 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Worker with a strong understanding of framework organization and process product issues.
  • Fluent in French. Personable and professional communicator.

Accomplishments

  • Played critical role in expanding member benefits awareness with a 72% increase in benefit usage across the membership base.
  • Maintained an average customer satisfaction rate of 17% by offering tailored member service resolutions.
  • Managed 12 inbound calls daily during peak seasons to resolve membership-related concerns efficiently.
  • Partnered with product teams to align member offerings with feedback trends, improving member satisfaction rates by 78%.
  • Recognized for consistently achieving a 13% first-call resolution rate, surpassing department goals.
  • Spearheaded referral program efforts, leading to an increase in new membership growth by 25% within several months.
  • Reduced average call handling time by 14% through process enhancements and improved team communication.
  • Coordinated annual member engagement events, leading to 6 new memberships and a 62% increase in member retention rates.
  • Resolved inventory discrepancies worth $9, ensuring accurate stock levels and improving reorder accuracy by 15%.
  • Reduced onboarding time by 17 hours, by designing a more effective training protocol for new hires.

Affiliations

  • Member of the National Retail Federation (NRF)
  • Affiliate with Local Sales and Customer Relations (LSCR) Chapter
  • National Society of Professional Sales and Customer Service Leaders
  • National Association of Social Workers
  • Freemason
  • Member of the Global Customer Service Leadership Network
  • Association for Professional Customer Experiences (APCE)
  • Participant in the Global Association for Quality Management (GAQM)
  • Jaycees
  • Association for Sales and Service Operations Leadership (ASSOL)

Certifications

  • Certified Billing and Coding Specialist (CBCS)
  • CompTIA Customer Service Professional (CSP+)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Contact Center Professional (CCCP)
  • Certified Service Cloud Consultant (Salesforce)
  • SHRM Certified Professional (SHRM-CP)
  • Lean Six Sigma Green Belt Certification
  • HubSpot Customer Service Software Certification
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified Call Center Manager (CCCM)

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