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Skills

  • International sales support
  • Shipping procedures understanding
  • CRM
  • Training development aptitude
  • Conflict management with high-value clients
  • First-contact issue resolution
  • Key holder experience
  • Customer engagement initiatives
  • Client relationship management
  • Client account management

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Taught new employees about the company's operations, policies, and services.
  • Collaborated with vendors to plan more than 3 daily pickups and weekly deliveries.
  • Kept up to date on product and service changes.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Used a POS system to itemize and total the purchases of 6 customers.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • ServiceNow and program techniques have been taught to me.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Salesforce expert with 6 years of experience in related roles.
  • Fluent in Japanese. Personable and professional communicator.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Trained and mentored 6 new Member Representatives, enhancing team effectiveness and decreasing resolution times by 50%.
  • Successfully resolved high-impact escalations, securing client loyalty and reducing churn by 74%.
  • Developed weekly member service performance reports using Jira, providing actionable insights driving a 73% improvement in KPI attainment.
  • Received President's Club for delivering outstanding service qualities, as reflected by achieving 23% on NPS scores.
  • Worked with team leaders to develop a new member onboarding process, accelerating account activation times by 52%.
  • Consistently maintained top performance metrics, surpassing membership service goals by 59% each quarter.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed member feedback and introduced improvements to service scripts, resulting in a 81% boost in engagement.
  • Achieved Six Sigma to enhance team knowledge of HubSpot, resulting in improved service delivery and 73% reduction in customer complaints.
  • Implemented a new conflict resolution protocol, reducing member escalations by 71% and increasing overall satisfaction scores.

Affiliations

  • Business Relationship Management Institute (BRMI)
  • Freemason
  • American Society of Sales and Customer Service Professionals (ASCSP)
  • International Customer Service Association (ICSA)
  • Certified Client Service Representative Program (CCSR)
  • Sales and Service Training Institute (SSTI)
  • Association for Computing Machinery
  • Certified Professional in Service and Engagement (CPSE)
  • Professional Association of Member Support (PAMS)
  • Lions Club

Certifications

  • Certified Public Accountant
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service Representative (CSR) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Client Engagement Specialist (CCES)
  • Certified Customer Service Professional (CCSP)

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