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Skills

  • High-energy attitude
  • Quality assurance controls
  • Inbound and outbound calling
  • Technologically savvy
  • CRM management (Tableau)
  • Senior leadership support
  • Transportation solution development
  • Shipping and receiving understanding
  • Employee coaching
  • Multitasking and prioritization

Work Experiences

  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Provided translation services for a 4-person team to meet the needs of Japanese-speaking customers.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Provided Workday consultations to customers, addressing procedure concerns.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Expressed gratitude for the business and invited and encouraged customers to return.

Summaries

  • Metric regulations and procedures are second nature to me.
  • Excel in Jira offerings, SAP use, and project management.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Team player who is empathetic and supportive.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Customer service professional who is used to working in a fast-paced category call center environment.

Accomplishments

  • Generated reports from method to identify trends in service requests, allowing for a 25% faster resolution rate.
  • Led cross-functional collaboration to streamline customer service workflows, resulting in a 74% reduction in issue resolution time within 14 months.
  • Redesigned end-of-support surveys using metric, increasing feedback response rates by 68%, allowing for more informed service improvements.
  • Designed and implemented a customer feedback loop using process, resulting in actionable insights that enhanced overall CSAT by 15% over 15 months.
  • Created a successful tiered escalation system, significantly decreasing backlog tickets, and improving overall service response times by 23%.
  • Achieved Scrum Master in SAP, enhancing performance in troubleshooting and significantly improving the handling of complex customer issues.
  • Contributed to service department meeting framework by revamping service rep training materials, reducing service errors by 46% over the past year.
  • Recognized for outstanding achievement in customer retention metrics, improving repeat business by 60% over several months.
  • Collaborated closely with product to develop and implement an automated FAQ system, which led to a 39% drop in repetitive customer queries.
  • Championed the creation of detailed customer personas, improving targeted service strategies and increasing customer satisfaction by 34%.

Affiliations

  • Honored to participate in a customer experience research and development group with CustomerFirst metric.
  • Leader of an internal CRM Efficiency Taskforce, achieving a marked increase in customer data integrity 78%. (category).
  • Participating in ongoing data analytics for service improvement courses from Salesforce, focusing on improving retention 2016.
  • Enrolled in the ongoing training program hosted by the Customer Experience Professionals Association (CXPA) since 2018.
  • Certified in CRM System Optimization through CRM Experts Institute, 2017.
  • Active participant in the American Society of Customer Services (ASCS) Conferences 2016.
  • Received the standard Customer Support Excellence Award in 2022.
  • Member of the International Customer Management Institute (ICMI) to enhance billing dispute resolution skills metric.
  • Active in the Customer Success Association, specializing in the analysis of customer satisfaction trends and improvement programs 2021.
  • Sustained membership in the Service Delivery Professionals Association (SDPA) for continual professional development method.

Certifications

  • Professional in Customer Relationship Management (PCRM) by Summit Group
  • Live Chat Support Mastery by Asana for QuickBooks
  • Salesforce
  • Customer Success Management Certification by Cedar Works
  • Google Workspace Professional Certification
  • SAP Certified Application Associate
  • Certified Fulfillment Specialist by Meridian
  • Service Quality Management (SQM) Certification by method
  • CompTIA A+ Technician
  • Customer Service Leadership Certification by Tableau

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