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Skills

  • POS systems expert
  • Customer segmentation and targeting strategies
  • Route dispatch
  • Credit card processing
  • Service standard compliance
  • Money handling abilities
  • Client training and education programs
  • CRM
  • Retail materials management
  • Shipping procedures understanding

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Averaged 17 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Contributed to $8 in annual store sales per several months.
  • Created and maintained a detailed database to develop promotional sales.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Senior Client Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Under duress, personable and professional.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Dedicated to exceeding expectations and leading the team to success.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 8 years.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Jira and category techniques have been taught to me.

Accomplishments

  • Established best practices for handling client escalations, reducing time-to-resolution by 75% over one year.
  • Led quarterly business reviews with key enterprise accounts, improving renewal rates by 77% year-over-year.
  • Implemented cross-sell opportunities in Salesforce, increasing client spend by $14 over one year.
  • Spearheaded client relationship initiatives, resulting in a 63% upsell of services across the board.
  • Collaborated with team of 10 in the development of standard.
  • Increased product penetration into the Miscellaneous sector by 59%, solidifying the company's position in the market.
  • Established a follow-up system that increased client engagement, decreasing inactive account status by 80% within one year.
  • Led a cross-functional project team in system migration affecting 7 key accounts, achieving 22% client retention post-migration.
  • Drove continuous improvement initiatives in client processes, saving over $6 annually through enhancements in operational efficiency.
  • Collaborated with product teams to deliver product enhancements based on client insights, resulting in a 21% increase in repeat business.

Affiliations

  • Member, International Association of Customer Service Professionals (IACSP)
  • Affiliate, Association for Talent Development (ATD)
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Member, Society of Service Management Professionals (SSMP)
  • Board Member, Client Success Advisory Council (2024-2015)
  • American Society of Safety Professionals
  • International Council of Nurses
  • Member, Professional Association for Customer Engagement (PACE)
  • Member, International Association of Contract and Commercial Management (IACCM)

Certifications

  • Certified Email Marketing Specialist - HubSpot Academy
  • Project Management Professional (PMP)
  • Certified Data and AI Professional - DataRobot
  • Apple Certified Associate (ACA)
  • Lean Six Sigma Green Belt - International Association for Six Sigma Certification (IASSC)
  • Certified Digital Customer Service Professional - 1to1 Media
  • Salesforce Certified Administrator - Salesforce
  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • Certified ScrumMaster (CSM) – Scrum Alliance

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