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Skills

  • Retail materials management
  • Customer satisfaction metric improvement
  • Escalation and complaint handling
  • Developing customer insights through feedback
  • Stocking and replenishing
  • Complaint resolution
  • Receiving support
  • Professional phone etiquette
  • Credit card processing
  • Continuous process improvement methodologies

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Facilitated framework orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Handled over 16 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Acquired 15 new customers, resulting in 3% revenue for the team.
  • Kept up to date on product and service changes.
  • Provided ongoing guest service, which included Asana recommendations.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and process department guidelines.
  • Strengths in stakeholder engagement and strategic planning backed up by Miscellaneous training.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Costs were consistently reduced while profits were increased.
  • Offering 18 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Phone Clerk proactive with experience in providing support and resolving customer complaints.
  • QuickBooks expert with experience in budget management services.
  • Bring extensive high-call volume experience working with program consumers spanning 2 years.
  • Salesforce expert with 12 years of experience in related roles.

Accomplishments

  • Resolved technical issues for customers by liaising with IT teams, reducing downtime by 33%.
  • Achieved recognition for consistently maintaining a customer satisfaction score of 70% over several months.
  • Conducted post-call follow-ups with customers to confirm issue resolution, increasing client satisfaction by 55%.
  • Implemented process improvements that reduced payment error rates by 15%, contributing to overall departmental efficiency.
  • Collaborated with cross-functional teams to implement a new CRM system, reducing average customer wait time by 51%.
  • Attained a Lean after attending advanced training for call center technologies, improving team operational workflow by 43%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Streamlined call logging procedures in CRM software by updating templates and automated forms, reducing data input time by 53%.
  • Reduced employee absenteeism in my team by 81% by implementing flexible scheduling in collaboration with HR.
  • Resolved product issue through consumer testing.

Affiliations

  • Data Protection and Compliance Managers Club
  • Freemason
  • Association for Computing Machinery
  • International Customer Management Institute (ICMI)
  • Membership in International Association of Privacy Professionals (IAPP)
  • National Association of Social Workers
  • Customer Service Excellence Network
  • Society of Women Engineers
  • Association for Talent Development (ATD), specialized in Training Hires
  • Society of Sales Professionals (SSP)

Certifications

  • Certified Data Professional (CDP) – Customer Data Specialist
  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce Certified Administrator
  • Certified Public Accountant (CPA)
  • Certified Telecommunications Network Specialist (CTNS)
  • Help Desk Analyst Certification (HDA) from Brightline
  • Customer Interaction Specialist Certification (CCIS)
  • Apple Certified Associate (ACA)
  • Certified Ethical Hacker (CEH) for Telecom Security

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