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Skills

  • Team management
  • Customer retention strategies
  • Continuous process improvement
  • Business transactions
  • Supervision
  • Needs assessment
  • Advanced CRM system proficiency (initiative)
  • Account development
  • Operational improvement
  • Project organization

Work Experiences

  • Achieved yearly savings of 7 on operational costs.
  • Achieved results in several months.
  • Coordinated with the logistics department.
  • Collaborated with cross-functional teams to ensure on-time service delivery for 11 key projects, contributing to a 7 growth in revenue.
  • Achieved a 41% increase in internal audit scores.
  • HubSpot, QuickBooks, and ServiceNow were among the products I represented.
  • Provided excellent customer service by carefully reviewing feedback and responding to account holders' needs and requests.
  • Collaborated with cross-functional teams.
  • Boosted NPS by 82% points.
  • Kept track of sales by entering order data into Power BI.

Summaries

  • Achieved a 33% increase in customer satisfaction.
  • Successfully managing profitable standard routes as a member of the sales team with a lot of experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Competitive Route Sales Representative with a proven track record of providing customers with customized products to meet their specific needs and requirements.
  • Collaborated with cross-functional teams.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Within Miscellaneous, senior Service Delivery Representative and outstanding performer in process improvement and team leadership.
  • Service Delivery Representative is a multi-talented Service Delivery Representative who is consistently rewarded for planning and operational improvements.
  • Achieved 38% time savings.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Developed and reviewed service level agreements (SLAs) to ensure compliance with Northwind standards and client expectations, leading to a smooth service delivery.
  • Collaborated with cross-departmental teams to ensure consistent service delivery and a 61% increase in customer engagement.
  • Prepared daily, weekly, and monthly service reports to track client satisfaction and SLA adherence, which improved performance analysis by 68%.
  • Created and maintained detailed documentation of service issues, ensuring that lessons learned from resolved cases were utilized in future support resolutions.
  • Won accolades for achieving a 65% contract renewal rate thanks to continuous service improvement efforts tailored to client needs.
  • Implemented a customer service strategy that led to a 36% improvement in customer service response rates across process improvement.
  • Established a feedback loop within client interactions, reducing repeated delivery issues by 21%.
  • Introduced continuous feedback cycles across departments, resulting in faster identification of bottlenecks and reducing escalations by 11 incidents per month.
  • Mentored a team of 10 junior representatives, resulting in increased job satisfaction and retention.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Customer Care Association (NCCA)
  • Service Desk & IT Support Professionals Network
  • Toastmasters
  • Certified ITIL Practitioner Group
  • Information Technology Service Management Forum (itSMF)
  • Global IT Service Management Association (GITSMA)
  • Technical Support Leadership Forum
  • Association for Supply Chain Management (APICS)
  • Association of Support Professionals (ASP)
  • American Society of Safety Professionals

Certifications

  • Certified Customer Experience Professional (CCXP)
  • ITIL Foundation Certification in IT Service Management
  • HDI Support Center Analyst (SCA)
  • Certified Information Systems Auditor (CISA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Certified Software Quality Assurance Specialist (CSQA)
  • Certified Telecommunications Network Specialist (CTNS)

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