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Skills

  • Risk management processes and analysis
  • Process improvement
  • Procedure marketing
  • Food preparation
  • Report writing
  • Miscellaneous expertise
  • Merchandising expertise
  • Team management
  • Market trend analysis
  • Budgets

Work Experiences

  • Created multi-threaded admin web applications based on system.
  • Achieved notable improvement in cross-functional teamwork.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Met sales and service targets of $13 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Interacted with difficult accounts, assisting in the development of long-term relationships and increasing revenue opportunities.
  • Achieved an 11% reduction in churn.
  • Achieved growth in several months.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Addressed escalation trends proactively.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.

Summaries

  • Pragmatic
  • Deadline-driven
  • Collaborate with commercial lenders to achieve sales targets.
  • Articulate
  • Service Ambassador with 7 years of successful performance reporting and team leadership experience.
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Professional with risk assessment and budget management expertise who is organized and resourceful.
  • Professional with over 9 years of experience in project management and process improvement initiatives across the enterprise.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.
  • Fluent in both English and Spanish.

Accomplishments

  • Partnered with the Quality Assurance team to develop agent scorecards, resulting in a 58% improvement in monthly quality review scores.
  • Increased sales 11% over two years.
  • Optimized the knowledge base with updated FAQs for Adobe Creative Suite, resulting in 66% fewer repeat questions from customers.
  • Revamped service scripts to emphasize empathy and active listening, improving post-call survey ratings by 34% points.
  • Reduced team downtime by optimizing shift scheduling based on forecasted service demand, saving an average of the past year per day.
  • Used Salesforce to track client interactions and increase customer follow-up rates, contributing to 53% growth in repeat business.
  • Implemented customer feedback loops, which contributed to a 50% rise in positive service reviews on Salesforce.
  • Collaborated with team of 10 in the development of program.
  • Designed and executed virtual training sessions for Tableau, achieving 17% higher agent adherence to protocol.
  • Improved CRM data accuracy by 27% through a detailed review and cleanup of client records in Salesforce.

Affiliations

  • National Retail Federation (NRF)
  • Service Industry Association (SIA)
  • The Customer Loyalty Association
  • American Marketing Association (AMA) – Customer Relations Division
  • Society for Service Excellence (SSE)
  • Professional Association for Customer Engagement (PACE)
  • Institute of Customer Service (ICS)
  • National Association of Social Workers
  • International Association of Administrative Professionals
  • Global Resilience Institute – Conflict Resolution Track PMP

Certifications

  • National Retail Federation's Customer Service and Sales Certification
  • Certified Contact Center Supervisor (CCCS)
  • Strategic Customer Service Leadership Certification
  • Certified Trainer for Customer Service by Cedar Works
  • Product Management for Customer Success Certification by Vantage
  • Professional Certificate in Handling Client Communications by Harbor & Co.
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Experience Professional (CCXP)
  • Certified Expert in Service Strategy Execution

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