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Skills

  • Route dispatch
  • Customer satisfaction improvement
  • Complaint de-escalation techniques
  • Credit card processing
  • Conflict resolution skills
  • KPI reporting and tracking
  • Report preparation
  • POS systems expert
  • Retail materials management
  • Multi-line phone talent

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Processed 4 invoices and mailed documentation to clients each 6 months.
  • Created and maintained a detailed database to develop promotional sales.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Contributed to $14 in annual store sales per 6 months.
  • Quickly investigated and resolved customer complaints and inquiries.
  • In the top 9% of employees for successful automated.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.

Summaries

  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Tableau expert with 15 years of experience in related roles.
  • Hardworking On-Call Service Representative with 8 years of telecommuting experience meeting customer needs.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • Dedicated to exceeding expectations and leading the team to success.
  • On-Call Service Representative with 13 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Provided on-call support during critical outages, reducing downtime by 72% in 18 months.
  • Introduced a new multilingual support initiative, improving response times for non-English-speaking customers by 32%.
  • Delivered technical support to 14-plus customers a week, reducing average resolution time by 42%.
  • Collaborated with product teams to report and address recurring issues, resulting in a 48% reduction in repeat service calls.
  • Documented and resolved framework which led to standard.
  • Reduced abandonment rate on service calls by 46% through streamlined resolution processes and cross-training staff.
  • Consistently received Innovation Award for outstanding customer service, surpassing departmental KPIs by 19%.
  • Delivered culturally-sensitive customer care by leveraging multilingual capabilities in method, improving customer retention in international markets.
  • Earned praise from upper management for consistently meeting or exceeding performance goals in fast-paced, high-stress environments.
  • Developed a comprehensive resource library for team members, accelerating new employee onboarding and reducing learning curve by 51%.

Affiliations

  • American Marketing Association
  • International Frontline Service Professionals Association
  • Jaycees
  • Toastmasters
  • International Call Management Institute
  • Association for Service Professionals
  • American Society of Safety Professionals
  • National Society for Business Professionals
  • American Society for Quality (ASQ)
  • Lions Club

Certifications

  • Project Management Professional (PMP)
  • Certified Bilingual Customer Service Specialist - French, Vantage, 2015
  • Certified Technical Support Professional (CTSP) - Harbor & Co., 2016
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified: Azure Fundamentals
  • Advanced Troubleshooting Techniques for Service Reps - Beacon Labs, 2020
  • Certified Technical Support Engineer (CTSE) - Salesforce, 2022
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Certified Call Center Supervisor (CCCS) - Beacon Labs

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