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Skills

  • Customer complaint management
  • Customer-facing communication excellence
  • Sales expertise
  • Client issue resolution skills
  • Complaint resolution
  • Professional telephone demeanor
  • Customer churn reduction strategies
  • Warehousing functions
  • International sales support
  • Medical terminology knowledge

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Kept the process and framework 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.
  • Kept up to date on product and service changes.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Facilitated process orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Collaborated with vendors to plan more than 2 daily pickups and weekly deliveries.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • Workday and category techniques have been taught to me.
  • Senior Customer Consultant proactive with experience in providing support and resolving customer complaints.
  • Fluent in German. Personable and professional communicator.
  • Competent Senior Customer Consultant with a desire to exceed sales targets and establish long-term customer relationships.
  • Motivated to keep customers happy and contribute to the company's success.
  • Senior Customer Consultant with 15 years of experience in dealing with customer requests and concerns.
  • Very knowledgeable about QuickBooks, as well as category competitors and offerings.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Senior Customer Consultant is a multi-talented Senior Customer Consultant who is consistently rewarded for planning and operational improvements.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.

Accomplishments

  • Managed a customer success team of 6 members, increasing team productivity by 59% by leveraging performance metrics.
  • Executed post-interaction follow-up strategies, increasing repeat business inquiries by 16% in several months.
  • Enabled faster customer issue resolution by optimizing knowledge base and FAQ resources, contributing to a 59% decrease in call tickets.
  • Successfully negotiated service contracts, resulting in an 52% cost savings for two years.
  • Collaborated with team of 2 in the development of standard.
  • Collaborated with cross-functional teams to launch a new CRM platform, leading to a 15% improvement in client tracking.
  • Presented new service and support plans to senior management, achieving buy-in and resulting in a 42% potential increase in service coverage.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Minimized downtime for customers by fast-tracking priority cases, reducing resolution time by 77%.
  • Documented and resolved program which led to framework.

Affiliations

  • Association of Information Technology Professionals
  • Project Management Institute (PMI)
  • Sales Enablement Society
  • Professional Association for Customer Engagement (PACE)
  • Customer Success Association
  • Institute of Management Consultants (IMC USA)
  • International Customer Service Association (ICSA)
  • Customer Service Institute of America (CSIA)
  • Rotary International
  • National Retail Federation (NRF)

Certifications

  • CX Certification - Ironclad Systems
  • Certified Customer Journey Mapping Specialist
  • Advanced Customer Service Certification (ACSC)
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Business Relationship Manager (BRMP)
  • Six Sigma Green Belt Certification
  • CompTIA Network+
  • HubSpot Inbound Sales Certification
  • Certified Public Accountant

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