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Skills

  • Key stakeholder relationship building
  • Customer Retention and Renewal Strategies
  • Budgeting and forecasting for service projects
  • Order fulfillment
  • Client presentations and reporting
  • Multi-line phone talent
  • Sales expertise
  • Client engagement and satisfaction improvement strategies
  • Route dispatch
  • Training development aptitude

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Ensure that customers and internal departments are properly communicated with.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Contributed to $2 in annual store sales per 18 months.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Kept up to date on product and service changes.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.

Summaries

  • Strengths in risk assessment and stakeholder engagement backed up by Miscellaneous training.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • HubSpot expert with experience in team leadership services.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Enhanced service delivery by incorporating client feedback, leading to a 83% increase in service quality ratings.
  • Improved SLA adherence by standardizing reporting and monitoring, maintaining a compliance rate of 70% across all clients.
  • Conducted client needs assessments to tailor service delivery strategies, improving customer satisfaction scores by 81%.
  • Slashed response time to client complaints by 11%, contributing to a 47% rise in overall customer satisfaction.
  • Standardized client onboarding processes for 17 clients, driving a 36% faster time-to-market for products.
  • Led a project to revise SLAs, resulting in a 58% reduction in penalty fees.
  • Led cross-functional teams to enhance service delivery systems, reducing operational costs by 20%.
  • Led efforts to implement a new client services CRM, increasing team productivity by 15% and improving client interactions.
  • Analyzed client-specific data to identify service bottlenecks, resulting in an 15 increase in resource allocation efficiency.
  • Drafted and optimized service contracts, resulting in a 52% reduction in legal risks and an increase in compliance across all client agreements.

Affiliations

  • International Society of Sustainability Professionals (ISSP) - Sustainable Service Programs
  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Project Management Institute (PMI) – Program Management Professionals
  • International Institute for Conflict Management (IICM)
  • International Coaching Federation (ICF) – Leadership and Team Coaching Division
  • Customer Experience Professionals Association (CXPA)
  • Association for Supply Chain Management (APICS)
  • International Council of Nurses
  • Society for Service Management Professionals (SSMP)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified International Project Manager (CIPM) – Summit Group
  • Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association
  • Certified Customer Contact Center Expert (CCCE) – Brightline
  • Customer Service & Call Center Training Program – Beacon Labs
  • Service Level Agreement Management Certified Professional (SLAMCP) – Summit Group
  • Certified Professional in Learning and Performance (CPLP) - ATD
  • Certified Business Process Associate (CBPA) – Vantage
  • Lean Six Sigma Green Belt Certification – Summit Group
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ

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