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Skills

  • Customer expectations management
  • Personalized Service for High-Value Clients
  • Operational improvement
  • Relationship development
  • Customer relationship management (CRM) tools
  • Customer retention strategy development
  • CRM Data Logging and Processing Optimization
  • Project organization
  • Churn rate reduction strategies
  • RFI Scanners

Work Experiences

  • Assisted with other special projects as needed.
  • Addressed recurring service concerns.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Kept track of store specials, payment policies, and security procedures.
  • Mixed and matched paints to the specifications of the customer.
  • Was responsible for monitoring and evaluating calls, emails, and other Customer Service Center outputs.
  • Observed customer behavior in order to spot security threats and report them to supervisors.
  • Achieved a 15% reduction in backlogged tickets by optimizing daily task allocations for the service team.
  • Kept my system knowledge up to date by doing strategic planning and budget management.
  • Organized displays and stocked shelves to draw customers' attention to specific items.

Summaries

  • Achieved 40% higher customer engagement.
  • Bringing 17 years of retail experience, including system and standard specialty departments, to the table.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Cross-functional collaboration Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Achieved a 23% retention increase.
  • Achieved 22% faster case logging.
  • Achieved an average success rate of 63%.
  • Strategic thinker with expertise in cross-functional collaboration.
  • Data analysis in method settings and client relations in project management settings.
  • Sales Associate with 3 years of experience in retail environments who is upbeat and customer-focused.

Accomplishments

  • Reduced internal conflicts within a customer service department by 47% post-facilitation of team-building workshops focused on conflict resolution and collaborative work habits.
  • Worked with the product team to understand upcoming changes and educate the support team on key product features, reducing beta launch incidents by 84%.
  • Strategically coordinated cross-team collaboration with Sales, Success, and Technical Teams to create seamless customer journeys, reducing handoff issues by 19%.
  • Developed and implemented a ‘Voice of the Customer’ feedback loop with internal stakeholders, cutting negative feedback by 38% in 2015.
  • Utilized Call Center Analytics to identify trends in call volumes and peak demand periods, enabling more strategic resource allocations, leading to a 61% improvement in SLA fulfillment.
  • Drove initiatives to benchmark customer satisfaction scores against industry leaders, identifying key areas for improvement which contributed to a 77% increase in CSAT scores.
  • Partnered with the engineering department to relay customer-driven product feedback, enabling fine-tuned adjustments pre-launch and exceeding user adoption by 42% over projections.
  • Automated manual customer satisfaction surveys across 16 touchpoints, increasing post-interaction feedback collection by 54%.
  • Played a key role in the testing and refinement of new customer success software, streamlining workflows and improving system navigation by 39%.
  • Consistently received performance accolades for achieving top customer satisfaction scores across 4 interactions and initiatives, contributing to the department’s Top Performer achievement.

Affiliations

  • Certified professional, Institute of Business Analysis for Customer Service (IBACS)
  • Certified Contact Center Supervisory member, Customer Support Institute of America (CSIA)
  • Attendee and Award Recipient, Annual Customer Insights and Engagement Conference (Phoenix, 2015)
  • Moderator, Annual Service Experience Panel at the standard Conference in Denver, 2023
  • Certified in Budget Forecasting and Business Analytics by the Customer Analytics Academy, 2020
  • Volunteer Contributor, Help Desk Institute (HDI) discussions on advanced customer resolution techniques
  • Certified in Advanced First Call Resolution Strategies with ICMI – Awarded in 2015
  • Mentor, Young Professionals in Customer Service Leadership Program (2021)
  • Trainer and Workshop Leader, Helpdesk and IT Service Support Association (HISSA) since 2024
  • Member, National Contact Center Community (NCCC) – Special interest in telecommunication best practices

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • Certified Complaint Handling Specialist (CCHS)
  • Salesforce
  • CompTIA Security+
  • CompTIA Customer Service Success Certification
  • Positive Customer Interaction Certification by Lakeside Partners
  • Google Professional Workspace Administrator Certification
  • Certified Customer Experience Professional (CCXP)
  • Microsoft Certified Systems Engineer (MCSE)

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