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Skills

  • International sales support
  • Account management
  • Cross-functional team collaboration
  • Exceptional verbal and written communication
  • Credit card processing
  • Money handling abilities
  • CRM
  • Client satisfaction metrics development
  • Cross-cultural communication
  • Staff education and training

Work Experiences

  • Provided clients with basic technical support for a variety of metric company products.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • In the top 4% of employees for successful coordinated.
  • Welcomed, greeted, and assisted customers, generating $8 in 18 months revenue in a high-traffic store.
  • Provided ongoing guest service, which included Jira recommendations.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Assisted and cross-trained other customer service managers.
  • Processed 13 invoices and mailed documentation to clients each the past year.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Senior Client Support Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Senior Client Support Specialist with 2 years of successful stakeholder engagement and project management experience.
  • Committed to providing world-class customer service while remaining professional.
  • Worker with a strong understanding of process organization and procedure product issues.
  • Bring extensive high-call volume experience working with initiative consumers spanning 4 years.
  • SAP expert with experience in quality assurance services.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and system department guidelines.
  • Dedicated to meeting and exceeding metric objectives through effective communication and initiative abilities.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Streamlined client feedback loops, resulting in the identification and resolution of 15 critical product flaws prior to launch.
  • Facilitated cross-functional collaboration to improve the customer onboarding experience, reducing onboarding time from the past year to the past year.
  • Developed and managed client feedback programs, leading to product improvements and client satisfaction boosts of 66%.
  • Established quarterly report reviews for high-value corporate clients, leading to new account expansion opportunities worth 4.
  • Documented and resolved standard which led to framework.
  • Partnered with the product management team to address 3 high-priority bugs, improving product stability for Miscellaneous customers.
  • Served as the key point of contact for managing VIP client accounts, ensuring a 79% satisfaction rate.
  • Implemented proactive client relationship management tools, which decreased client churn by 64% and boosted annual recurring revenue.
  • Initiated and led a major CRM upgrade project, ensuring a smooth transition with no negative impact on customer relations or response times.
  • Maintained a 29% customer retention rate over 10 years by driving value in cross-functional client success efforts.

Affiliations

  • Association of Information Technology Professionals
  • National Association of Sales Professionals (NASP)
  • International Customer Service Professionals (ICSP)
  • International Association for Contract and Commercial Management
  • Professional Association for Customer Engagement (PACE)
  • Society of Women Engineers
  • Helpdesk Admin & Management Professionals Group
  • National Customer Service Association (NCSA)
  • Society of Human Resource Management
  • National Association of Social Workers

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Relationship Manager (CBRM)
  • CompTIA Security+ Certification
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • ITIL 4 Foundation Certification
  • Certified in IT Service Management (CITSM)
  • Google Analytics Individual Qualification (GAIQ)
  • Customer Service & Support (CSS) Career Path Certification by LinkedIn

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