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Skills

  • Course sign-up process streamlining
  • Retail store support
  • High-volume inquiry response
  • CRM tool proficiency (Tableau)
  • Retail materials management
  • Service standard compliance
  • Warehousing functions
  • Route dispatch
  • Data tracking and monitoring
  • CRM Implementation

Work Experiences

  • Created and maintained a detailed database to develop promotional sales.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Kept the metric and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Competent Online Course Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Dedicated to meeting and exceeding method objectives through effective communication and initiative abilities.
  • Costs were consistently reduced while profits were increased.
  • Very knowledgeable about Power BI, as well as category competitors and offerings.
  • Bring extensive high-call volume experience working with initiative consumers spanning 7 years.
  • SAP expert with 2 years of experience in related roles.
  • Within Miscellaneous, senior Online Course Representative and outstanding performer in client relations and cross-functional collaboration.
  • Online Course Representative proactive with experience in providing support and resolving customer complaints.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Strengths in strategic planning and performance reporting backed up by Miscellaneous training.

Accomplishments

  • Monitored course drop-out rates, implementing retention initiatives that led to a 17% improvement in year-on-year student persistence.
  • Documented and resolved process which led to system.
  • Collaborated with team of 14 in the development of metric.
  • Increased course completion rates by 62% by identifying pain points and suggesting instructional design improvements.
  • Created awareness campaigns for underperforming courses, increasing course participation by 49% in the past year.
  • Resolved product issue through consumer testing.
  • Worked with the marketing team to develop messages that boosted course enrollment for targeted demographics by 48%.
  • Analyzed participant feedback and applied insights to course design, resulting in a 85% improvement in student satisfaction survey scores.
  • Resolved 11 student support tickets per day with 20% satisfaction rate by employing advanced conflict resolution techniques.
  • Reduced average response time to student inquiries from 3 hours to 10 minutes, enhancing the overall student support experience.

Affiliations

  • Society of eLearning Experts
  • University Professional and Continuing Education Association (UPCEA)
  • Rotary International
  • Distance Education Accrediting Commission (DEAC)
  • Association for Educational Communications and Technology (AECT)
  • Jaycees
  • American Medical Informatics Association
  • Web Content Accessibility Guidelines (WCAG) Advisory Group
  • Society for Human Resource Management (SHRM) – eLearning Division
  • American Society for Training & Development (ASTD)

Certifications

  • Certified Public Accountant (CPA)
  • Google Workspace Administrator Certificate
  • Google Analytics Individual Qualification (GAIQ)
  • Certified Business Analysis Professional (CBAP)
  • Certified Subscription Specialist (CSS) Lakeside Partners
  • Customer Service and Support Specialist (CSSS) Cedar Works
  • CompTIA Security+
  • Data Privacy Fundamentals Certificate (DASA) Northwind
  • Salesforce
  • Certified CRM Professional Salesforce Cedar Works

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