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Skills

  • Staff education and training
  • POS systems expert
  • Change management in dispute processes
  • Credit card processing
  • Report preparation
  • Money handling abilities
  • International sales support
  • Order fulfillment
  • Account management
  • Route dispatch

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Contributed to $12 in annual store sales per one year.
  • Handled over 4 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Power BI expert with 4 years of experience in related roles.
  • 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.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Fluent in Mandarin. Personable and professional communicator.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and standard abilities.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Resolution Consultant is a multi-talented Resolution Consultant who is consistently rewarded for planning and operational improvements.
  • Competent Resolution Consultant with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Successfully identified and mitigated 24% of compliance risks related to service delivery, ensuring alignment with federal and state regulations.
  • Worked closely with legal, risk management, and account teams to tackle vendor disputes, avoiding penalties up to $17 and maintaining regulatory compliance.
  • Resolved 17 client billing issues, resulting in $3 savings from avoided late fees and penalties.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented real-time monitoring on high-risk cases, reducing escalations by 62% and preventing potential $6 losses through proactive intervention.
  • Expedited resolution of 8 client disputes, reducing complaint cycle time by 85% through the implementation of a strategic triage system.
  • Resolved multichannel service complaints, increasing customer satisfaction from 42% to 61% within a 13-month timeframe.
  • Developed a training program for new hires on the use of Tableau, reducing training hours required by 43% and increasing productivity on case resolution.
  • Championed the integration of automation processes within team workflows, cutting operational downtime by 35% and improving service delivery.
  • Negotiated with international vendors to resolve contract disputes, avoiding litigation and saving approximately $16 in legal fees.

Affiliations

  • International Customer Experience Professionals Association (ICXPA)
  • Conflict Coaching Specialist Certification from Lakeside Partners - 2020
  • National Conflict Resolution Center (NCRC)
  • Association for Computing Machinery
  • Lions Club
  • International Association of Administrative Professionals
  • Institute of Customer Service (ICS)
  • Certified Professional Mediator Lean through metric (Awarded in 2020)
  • Association for Conflict Resolution (ACR)
  • International Council of Nurses

Certifications

  • Certified ScrumMaster (CSM) - program
  • Certified Risk and Compliance Management Professional (CRCMP)
  • Certified Agile Service Manager (CASM)
  • Apple Certified Associate (ACA)
  • Six Sigma Yellow Belt Certification Vantage
  • Certified Professional in Customer Service Operations (CPCSO) - framework
  • Lean Six Sigma Green Belt Certification – Ironclad Systems
  • Certified Customer Experience Professional (CCXP)
  • Certified Professional in Supply Management (CPSM)
  • Google Certified Professional Cloud Architect

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