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Skills

  • CRM software proficiency
  • Active listening skills
  • Cross-functional team collaboration
  • Customer engagement strategies
  • Account management
  • Upselling techniques
  • Staff education and training
  • CRM data entry and management
  • Order fulfillment
  • Call quality assessment

Work Experiences

  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Ensure that customers and internal departments are properly communicated with.
  • Collaborated with vendors to plan more than 15 daily pickups and weekly deliveries.
  • Welcomed, greeted, and assisted customers, generating $6 in 6 months revenue in a high-traffic store.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Kept the program and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Created and maintained a detailed database to develop promotional sales.

Summaries

  • Very knowledgeable about Power BI, as well as initiative competitors and offerings.
  • 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 process regulations and category department guidelines.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Hardworking Retention Customer Service Representative with 10 years of telecommuting experience meeting customer needs.

Accomplishments

  • Defined KPIs for customer retention programs that drove a 18% increase in long-term customer satisfaction for strategic planning.
  • Resolved complex customer complaints related to subscriptions and service issues, consistently achieving a 53% reduction in refund requests.
  • Standardized retention follow-up procedures for all customer-facing teams, maintaining a consistent 19% churn rate across all product lines.
  • Oversaw a team of 5 service reps focused on customer satisfaction and retention, achieving a 42% improvement in overall NPS scores.
  • Maintained a 44% monthly retention rate by launching engagement campaigns using program to track and sustain customer loyalty.
  • Achieved 74% proactive renewal of subscriptions by developing targeted engagement strategies and addressing customer concerns in a proactive manner.
  • Collaborated with data scientists to build predictive models for churn analytics, boosting customer save rates by 32% in method.
  • Developed cross-departmental feedback loop between retention and marketing, improving customer reach and surpassing retention targets by 13 accounts in 2016.
  • Initiated a post-call survey feedback loop that refined retention strategies and led to a 47% decrease in second-contact escalations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Lions Club
  • Customer Service Professionals Network (CSPN)
  • Customer Data Insight Professionals (CDIP)
  • Customer Experience Professionals Association (CXPA)
  • National Customer Service Association (NCSA)
  • Society of Women Engineers
  • Society of Human Resource Management
  • Institute for Customer Experience Professionals (ICEP)
  • International Association of Administrative Professionals
  • Toastmasters

Certifications

  • CompTIA Network+
  • Certified Client Service Specialist (CCSS) by Global Academy
  • HubSpot Service Hub Software Certification
  • Behavioral Customer Analytics Certification by Coursera
  • Certified Complaint Resolution Professional (CCRP) from Customer Service Institute
  • Certified Public Accountant (CPA)
  • Mentoring Fundamentals for Customer Service Certification by Cedar Works
  • Customer Retention Specialist Certification by Asana
  • Certification in Retention Marketing by Meridian
  • Google Certified Professional Cloud Architect

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