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Skills

  • Account management for high-net-worth clients
  • Escalation handling and conflict resolution
  • POS systems expert
  • Customer issue resolution within 24 hours
  • Credit card processing
  • Collaborative problem-solving
  • Complaint resolution
  • Multi-line phone talent
  • Strategic sales knowledge
  • Stock management

Work Experiences

  • Educated employees on company procedures and services.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Contributed to $7 in annual store sales per two years.
  • Was quick to respond to potential customers' questions and requests.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Handled over 13 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Assisted and cross-trained other customer service managers.
  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Kept up to date on product and service changes.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to keep customers happy and contribute to the company's success.
  • Bring extensive high-call volume experience working with metric consumers spanning 4 years.
  • Premium Services Representative is a multi-talented Premium Services Representative who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Salesforce expert with 13 years of experience in related roles.
  • Premium Services Representative proactive with experience in providing support and resolving customer complaints.
  • Premium Services Representative is a service-oriented Premium Services Representative with unrivaled customer service, task prioritization, and time management skills.

Accomplishments

  • Resolved product issue through consumer testing.
  • Established cross-department communication channels that led to a 48% increase in efficiency and faster client response times.
  • Documented and resolved initiative which led to metric.
  • Led timely resolution of high-level escalations, reducing average case response time by 18% in 2024.
  • Managed a VIP client portfolio of 6 accounts, leading to a consistently high NPS score of 52% over 2019.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and administered client satisfaction surveys that led to actionable insights and 31% improvement in services.
  • Continually improved service delivery processes, achieving a 51% improvement in client onboarding experience.
  • Enhanced the premium services client onboarding process, resulting in a 64% reduction in client activation time.
  • Collaborated with sales, finance, and support teams to build specialized offerings, ensuring a 19% increase in upsell opportunities.

Affiliations

  • Society of Women Engineers
  • Customer Loyalty and Retention Association (CLRA) - Upsell and Cross-sell Focus Chapter
  • Association for Supply Chain Management (APICS)
  • National Customer Service Association (NCSA)
  • American Management Association (AMA)
  • Service Level Agreement (SLA) Management Forum
  • Rotary International
  • International Institute of Business Analysis (IIBA)
  • Customer Experience Professionals Association (CXPA)
  • Association of Information Technology Professionals

Certifications

  • Certified Omni-Channel Customer Experience Expert by Harbor & Co.
  • Certified Conflict Manager (CFCM)
  • CompTIA Network+
  • Certified Customer Experience Professional (CCXP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • Client Success Process Improvement Specialist Certification
  • Certified Financial Fraud Examiner (CFFE)
  • Customer Retention Specialist (CRS) Certification by Harbor & Co.
  • Certified Training and Development Professional (CTDP) by Northwind

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