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Skills

  • First-contact resolution strategies
  • Receiving support
  • Sales expertise
  • Client account corrections and risk management
  • Customer Relationship Management (CRM) Tool Proficiency
  • Training development aptitude
  • Escalation management and de-escalation techniques
  • Money handling abilities
  • Data entry with high levels of accuracy
  • KPI benchmarking for customer service goals

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Processed 6 invoices and mailed documentation to clients each the past year.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Welcomed, greeted, and assisted customers, generating $15 in one year revenue in a high-traffic store.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.

Summaries

  • Competent Personal Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Worker with a strong understanding of system organization and process product issues.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Very knowledgeable about HubSpot, as well as standard competitors and offerings.
  • Bring extensive high-call volume experience working with standard consumers spanning 14 years.
  • 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.
  • Within Miscellaneous, senior Personal Service Representative and outstanding performer in quality assurance and vendor management.
  • Personal Service Representative with 4 years of successful team leadership and client relations experience.

Accomplishments

  • Processed transaction adjustments including refunds, credits, and exchanges, managing $10 in weekly transactions with 99% accuracy.
  • Managed a portfolio of 5 high-profile clients, ensuring ongoing satisfaction and retention through customized service plans.
  • Successfully onboarded 7 new clients in two years, ensuring seamless integration of services and consistent customer satisfaction.
  • Developed a comprehensive knowledge base to enhance self-service options, reducing inbound call volume by 44%.
  • Implemented upselling strategies for QuickBooks that increased average order value by $8 within the past year.
  • Enhanced team performance by introducing daily briefings and performance metrics, which increased issue resolution efficiency by 38%.
  • Developed multilingual FAQs, improving support for Portuguese-speaking users and seeing a 2% decrease in translation-related issues.
  • Contributed to NPS improvement strategies that raised client satisfaction by 80% within the first two years post-implementation.
  • Led a team of 16 customer service representatives to achieve a 70% increase in Net Promoter Score (NPS) within several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • American Society of Administrative Professionals (ASAP)
  • Society of Human Resource Management
  • National Retail Federation (NRF) - Customer Service Council
  • American Association of Inside Sales Professionals (AA-ISP)
  • Association for Support Professionals (ASP) - Client Servicing Branch
  • LinkedIn Top Customer Service Influencers Group
  • National Association of Social Workers
  • National Association of Professional Businesswomen (NAPW) - Customer Relations Category
  • American Marketing Association
  • International Customer Service Professional (ICSP) Network

Certifications

  • Certified Customer Service Specialist (CCSS)
  • Complaint Management Specialist Certification
  • CompTIA Network+
  • Google Analytics Individual Qualification (GAIQ)
  • Customer Relationship Management (CRM) Certification
  • Emotional Intelligence Certification for Customer Service Professionals (EICSP)
  • Certified Retail Sales Associate (CRSA)
  • Certified Call Center Manager (CCCM) by RCCSP
  • Certified Sales and Service Professional (CSSP)
  • Project Management Professional (PMP)

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