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Skills

  • Customer relations
  • Product organization
  • Quality assurance controls
  • Churn rate reduction
  • Direct sales
  • Client retention strategy
  • Upselling techniques
  • Credit card payment processing
  • CRM reporting
  • Materials transport

Work Experiences

  • Named Top Seller for the past year through spearheaded.
  • Assessed customer needs and upsold products and services to increase category sales.
  • Provided excellent customer service by following up on issues, spearheaded and implemented.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Consistently outperformed my daily credit card application goals.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Helped customers with their questions and concerns, which resulted in a 9% reduction in complaint calls.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and method data.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Was in charge of mentoring junior team members and managing employee relations.

Summaries

  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Senior Contact Associate who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Team player who is empathetic and supportive.
  • Service-oriented and quality-focused, with 6 years of Miscellaneous experience and a track record of success.
  • Senior Contact Associate is an energetic and dependable Senior Contact Associate who has been well-trained and excels in high-end merchandise environments.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Client service professional with 17 years of experience interacting with clients.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.

Accomplishments

  • Designed a customer feedback loop that provided actionable insights, improving user satisfaction by 65% within the first three months.
  • Worked directly with key stakeholders to customize service offerings, resulting in an average transactional value increase of $11.
  • Initiated productivity-enhancing data analysis techniques, providing insights that led to a 37% reduction in response times.
  • Oversaw the integration of HubSpot within the contact center framework, leading to increased automation and a 19% reduction in manual tasks.
  • Collaborated with marketing and sales to implement a cross-sell strategy, leading to additional monthly revenue of $8.
  • Maintained personal responsibility for resolving escalated cases, attaining a 12% issue resolution rate within managerial guidelines.
  • Developed and launched a customer-facing knowledge base, reducing call volumes by 49% and increasing online self-service engagement.
  • Enforced adherence to quality assurance standards across a contact center team, improving overall customer service ratings by 58%.
  • Monitored and analyzed client feedback, implementing changes that improved overall satisfaction scores by 31%.
  • Standardized contact center operations, cutting down on system errors and increasing team KPIs by 43%.

Affiliations

  • Accredited Senior Contact Center Manager, program, 2020
  • Professional Member, The Customer Service Institute of America (CSIA), 2018
  • Member, International Association of Customer Contact Professionals (IACCP) 2016
  • Certified Executive in Customer Support (CECS), standard, 2020
  • Manager-level Membership, Professional Association for Customer Engagement (PACE), 2017
  • Volunteer, Multilingual Customer Support Initiative, Seattle, 2019
  • Member, Customer Experience Professionals Association (CXPA) 2019
  • Senior Member, International Association of Service Excellence (IASE), 2021
  • Certified Professional in Customer Service (CPCS) by National Customer Service Association (NCSA) 2023
  • Co-chair, Contact Center Executives Forum, Phoenix, 2017

Certifications

  • Customer Sentiment Analysis Certification by Coursera
  • Customer Retention Specialist Certification by the National Association of Sales Professionals (NASP)
  • Leadership and Management Certification by Dale Carnegie
  • Certified Team Leader (CTL) by the National Call Center Management Association
  • Microsoft Dynamics 365 Fundamentals Certification
  • SAP Certified Application Associate
  • CompTIA Network+
  • Certified in Data Analytics for Customer Service by edX
  • Certified Contact Center Manager (CCCM) by IQPC
  • Customer Retention & Customer Loyalty Certification by Udemy

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