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Skills

  • Professional telephone demeanor
  • Shipping procedures understanding
  • Retail store support
  • Client issues prioritization and triage
  • Receiving support
  • Stock management
  • Sales expertise
  • Advanced communication and interpersonal skills
  • Stocking and replenishing
  • Multi-line phone talent

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Used a POS system to itemize and total the purchases of 17 customers.
  • Welcomed, greeted, and assisted customers, generating $10 in the past year revenue in a high-traffic store.
  • Handled over 6 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Was quick to respond to potential customers' questions and requests.
  • Kept up to date on product and service changes.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Under duress, personable and professional.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Clear understanding of cross-functional collaboration and vendor management as well as workflow optimization training.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 4 years.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Customer service specialist with over 12 years of experience resolving account and service issues for Miscellaneous clients.
  • QuickBooks expert with 5 years of experience in related roles.
  • Product Service Representative with 15 years of experience in dealing with customer requests and concerns.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with team of 18 in the development of category.
  • Implemented customer health monitoring tools, reducing account churn by 61% over 2015.
  • Led a strategy to increase retention among high-value clients pre-renewal, improving yearly revenue by $15.
  • Initiated a live chat functionality, reducing call volume by 20% and boosting customer satisfaction metrics.
  • Introduced best practices for remote support team, reducing ticket resolution times by 34%.
  • Onboarded 12 new clients for Microsoft Excel service within two years, growing the customer base by 34%.
  • Collaborated with the sales and product teams to optimize service offerings for ServiceNow, boosting upsell revenue by 15 per quarter.
  • Developed a triage system to efficiently categorize and resolve client issues, leading to a 15% improvement in response time.
  • Analyzed customer feedback data, leveraging insights to improve service workflows and reduce complaint resolution times by 60%.

Affiliations

  • Association for Computing Machinery
  • Project Management Institute
  • Technology Product Support Institute (TPSI)
  • Certified Customer Experience Professional Network (CCXPN)
  • Society of Women Engineers
  • Customer Service and Support Professionals (CSSP)
  • Society of Human Resource Management
  • Institute for Operations Research and the Management Sciences (INFORMS)
  • Sales and Service Management Association (SSMA)
  • International Association of Administrative Professionals

Certifications

  • Salesforce
  • Certified IT Service Management (ITSM) Professional - Beacon Labs
  • Customer Solutions & Interaction Management Certification
  • Certified in Customer Outreach & Engagement Strategy - Harbor & Co.
  • Apple Certified Associate (ACA)
  • Certified Customer Relationship Professional (CCRP)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Professional (CCSP) - Meridian

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