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Skills

  • Data analysis and reporting
  • Receiving support
  • Account management support
  • Efficiency improvement through technology
  • Route dispatch
  • Client relationship management
  • Money handling abilities
  • International sales support
  • POS systems expert
  • Customer satisfaction improvement

Work Experiences

  • Quickly investigated and resolved customer complaints and inquiries.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Created and maintained a detailed database to develop promotional sales.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Customer service training processes were implemented and developed by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Used a POS system to itemize and total the purchases of 14 customers.
  • Kept up to date on product and service changes.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Partner Service Representative with 14 years of experience in dealing with customer requests and concerns.
  • Partner Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Costs were consistently reduced while profits were increased.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to standard regulations and framework department guidelines.
  • Hardworking Partner Service Representative with 14 years of telecommuting experience meeting customer needs.
  • Customer Service Representative with 17 years of retail experience in fast-paced, team-oriented environments.
  • SAP expert with 11 years of experience in related roles.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer service specialist with over 8 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Partnered with method to introduce a new support platform, increasing user satisfaction by 80%.
  • Collaborated with the product team to implement user-friendly updates based on partner feedback, driving a 73% reduction in feature-related complaints.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Authored and distributed monthly newsletters to 7 partners to boost awareness and enhance cross-platform usage, resulting in 70% more partner engagement.
  • Maintained relationships with 12 business partners by providing personalized solutions, resulting in a 52% increase in long-term partnerships.
  • Reduced partner turnover by implementing a feedback-focused retention strategy, resulting in a net 20% increase in partner satisfaction.
  • Executed a partner communication protocol that led to a 56% decrease in unanswered emails during peak service periods.
  • Developed custom partner engagement reports that drove a 84% increase in quarterly collaboration between cross-functional teams.
  • Optimized phone and live chat workflows, reducing average partner handle time by 67%, which improved service capacity.
  • Introduced service-level agreements that guaranteed 11% delivery times for partner requests, exceeding customer expectations.

Affiliations

  • International Association of Administrative Professionals
  • Customer Success Network (CSN)
  • Client Success Association (CSA)
  • Global Customer Service Certification (GCSC) Program
  • Customer Service Professionals Network (CSPN)
  • International Council of Nurses
  • American Marketing Association
  • Toastmasters
  • Professional Association for Customer Engagement (PACE)
  • International Customer Management Institute (ICMI)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Professional in Customer Service (CP-CS) – Beacon Labs
  • Six Sigma Yellow Belt Certification Beacon Labs
  • Certified Solution Architect – Salesforce – Ironclad Systems
  • Certified Service Manager (CSM) - Vantage
  • Zendesk Support Administrator Certification - Ironclad Systems
  • Certified Partner Relationship Manager (CPRM) – Vantage
  • HubSpot Inbound Marketing Certification - Northwind
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Success Qualified (CSQ) – Ironclad Systems

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