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Skills

  • Inventory control and management
  • CRM
  • Collaborative problem-solving
  • Retail materials management
  • Troubleshooting complex issues
  • Customer feedback analysis (Workday)
  • Training development aptitude
  • Warehousing functions
  • Multi-line phone talent
  • Recordkeeping strengths

Work Experiences

  • Averaged 9 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Assisted and cross-trained other customer service managers.
  • Was quick to respond to potential customers' questions and requests.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Provided clients with basic technical support for a variety of category company products.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Customer Service Representative with 5 years of retail experience in fast-paced, team-oriented environments.
  • Hardworking Service Department Associate with 2 years of telecommuting experience meeting customer needs.
  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.
  • ServiceNow and standard techniques have been taught to me.
  • Worker with a strong understanding of initiative organization and process product issues.
  • Very knowledgeable about Adobe Creative Suite, as well as metric competitors and offerings.
  • Competent Service Department Associate with a desire to exceed sales targets and establish long-term customer relationships.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Resolved product issue through consumer testing.
  • Worked closely with the manufacturing and supply chain teams, ensuring better client relationships by increasing service parts availability by 25%.
  • Improved SLA adherence by 76% through improved tracking and resolution protocols.
  • Successfully onboarded new service associates, reducing training time by 40% compared to previous cycles.
  • Led a special task force that focused on customer churn reduction, resulting in a 33% overall customer retention increase.
  • Created a service performance dashboard using QuickBooks, allowing management real-time insights into key performance indicators.
  • Used Jira to monitor customer feedback, identifying patterns and proposing corrective actions for recurring issues.
  • Reduced equipment downtime by leading a preventive maintenance program, lowering unplanned repair costs by $5 annually.
  • Developed strong supplier relationships, reducing lead time for necessary service parts by several months, supporting incremented repair cycles.
  • Reduced customer complaints by 17% through revisions to department procedures and enhanced personnel training.

Affiliations

  • Toastmasters
  • Jaycees
  • Cross-Departmental Collaboration Network
  • Association for Computing Machinery
  • Customer Support Leaders Group
  • National Customer Service Association (NCSA)
  • Inbound Marketing Association (IMA)
  • Project Management Institute
  • International Association of Administrative Professionals
  • Society of Women Engineers

Certifications

  • Complaint Resolution and Follow-Up Certification by Summit Group
  • Certified Technical Support Professional (CTSP) by process
  • ServSafe
  • Project Management Professional (PMP)
  • Six Sigma Yellow Belt Certification - by Northwind
  • Salesforce Certified Service Cloud Consultant by procedure
  • Certified Service Operations Professional (CSOP) by method
  • First Aid/CPR Certified
  • Certified Software Support Specialist (CSSS) by system
  • CompTIA Security+

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