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Skills

  • Retail store support
  • Call-center or front-line customer service experience
  • Member satisfaction improvement strategies
  • International sales support
  • Data entry
  • Multi-line phone talent
  • Customer retention and loyalty-building measures
  • Professional telephone demeanor
  • Conflict resolution and mediation
  • Recordkeeping strengths

Work Experiences

  • Kept the procedure and method areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Taught new employees about the company's operations, policies, and services.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Provided clients with basic technical support for a variety of initiative company products.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved success in providing unsurpassed customer service.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate standard systems is one of my specialties.
  • Fluent in French. Personable and professional communicator.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • ServiceNow and metric techniques have been taught to me.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to achieving established targets and team goals and has a track record of success.

Accomplishments

  • Worked with marketing and sales teams on cross-promotional campaigns, resulting in a 17% increase in membership sales.
  • Collaborated with product teams to advocate for member needs, improving product satisfaction scores by 71%.
  • Trained 13 new employees on service standards, resulting in a 40% increase in overall member satisfaction scores.
  • Developed customer-focused policies and training materials that reduced service call wait times by an average of 6 minutes.
  • Documented and resolved system which led to program.
  • Implemented a new feedback system which improved response time to member inquiries by 69%.
  • Conducted quality assurance checks across 15 service areas, leading to a 56% drop in service errors.
  • Resolved 15 member complaints daily with a 53% retention rate on problematic accounts.
  • Led cross-promotional efforts with other departments, achieving a 76% membership growth in 2016.
  • Successfully improved first-call resolution rates by 26% through enhanced team training and development.

Affiliations

  • National Association of Customer Service Representatives (NACSR)
  • International Association of Privacy Professionals (IAPP) – Regulatory Compliance Focus
  • Customer Contact Week (CCW) - Advisory Board Delegate
  • National Association of Social Workers
  • Toastmasters
  • Team Trainer Affiliated with Corporate Trainers Network
  • Society of Women Engineers
  • Rotary International
  • Association for Talent Development (ATD) - Team Training focus
  • American Management Association (AMA) – Customer Relations Chapter

Certifications

  • Customer Experience Specialist (CXS) by Digital Marketing Institute category
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician
  • Member Services Specialist Certification (MSSC) by Summit Group
  • Certified Retail Customer Service Representative by metric
  • Apple Certified Associate (ACA)
  • Certified Associate in Project Management (CAPM) by Project Management Institute 2019
  • CompTIA Network+
  • Google Certified Professional Cloud Architect
  • Certified Inbound Sales Representative by HubSpot

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