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Skills

  • Customer Satisfaction Enhancement
  • Retail materials management
  • Key stakeholder relationship building
  • Strategic sales knowledge
  • Order fulfillment
  • Adaptability to new technologies
  • Data entry
  • Client record management (Salesforce)
  • Sales expertise
  • Money handling abilities

Work Experiences

  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Was quick to respond to potential customers' questions and requests.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Assisted and cross-trained other customer service managers.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Competent Service Processor with a desire to exceed sales targets and establish long-term customer relationships.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Fluent in Portuguese. Personable and professional communicator.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 7 years.
  • Committed to providing world-class customer service while remaining professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Salesforce and category techniques have been taught to me.

Accomplishments

  • Created custom reports in SAP for management that improved understanding of customer service metrics, contributing to a 35% performance improvement.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed and implemented a new order-tracking system using SAP, reducing processing time by 13 hours daily.
  • Documented and resolved process which led to framework.
  • Utilized advanced forecasting tools to optimize product replenishment, decreasing stock discrepancies by 60%.
  • Revised and standardized interdepartmental communication templates, reducing response times to service requests by 64% minutes on average.
  • Collaborated with team of 4 in the development of metric.
  • Provided ongoing mentorship and technical training to service team members, increasing productivity by 67%.
  • Enhanced data integrity efforts for product order logs, reducing manual input errors by 29% through new validation procedures.
  • Initiated and led a team training program focused on order processing best practices, resulting in a 40% increase in order accuracy.

Affiliations

  • Society of Human Resource Management
  • Association of Information Technology Professionals
  • Jaycees
  • International Facility Management Association (IFMA) – Learning global best practices in facilities and service management.
  • Service Process Improvement Association (SPIA) – Contributing to the development of streamlined service processes.
  • Institute of Certified Service Processors (ICSP) – Engaged in professional development centering on service operations management.
  • Quality Management Institute – Participation in service process audits and quality assurance workflows.
  • Project Management Institute (PMI) – Utilizing project management methodologies for service optimization.
  • Institute for the Study of Customer Service (ISCS) – Focused on research and case studies surrounding customer satisfaction and loyalty.
  • American Society for Quality (ASQ) – Focused on improving service quality metrics through continuous enhancement projects.

Certifications

  • Certified Teamwork and Collaboration Skills Professional
  • Lean Management Certification
  • Microsoft Certified: Customer Data Platform Specialty
  • Certified Management Consultant (CMC)
  • Google Certified Professional Cloud Architect
  • Certified Call Center Manager (CCCM)
  • CRM Software Certification: procedure Expert
  • Six Sigma Green Belt Certification
  • Certified Public Accountant
  • Certified Business Process Professional (CBPP)

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