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Skills

  • KPI monitoring and performance reporting
  • International sales support
  • Stocking and replenishing
  • Advanced knowledge of product support
  • Training development aptitude
  • Customer Satisfaction Improvement (58%)
  • Knowledge of customer retention strategies
  • Key holder experience
  • Receiving support
  • Bilingual customer support Spanish

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Created and maintained a detailed database to develop promotional sales.
  • Processed 10 invoices and mailed documentation to clients each two years.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Services Representative proactive with experience in providing support and resolving customer complaints.
  • Dedicated to exceeding expectations and leading the team to success.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Competent Services Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Worker with a strong understanding of standard organization and framework product issues.

Accomplishments

  • Increased service team performance metrics by integrating performance-based goals, contributing to an overall 48% increase in team productivity.
  • Implemented a customer tracking system using Adobe Creative Suite, leading to improved follow-up processes and retention rates by 27%.
  • Built relationships with key customers, contributing to sustained business partnerships and a 78% growth in account renewals.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Completed initiative with a 82% customer satisfaction rate, providing key support throughout the project timeframe.
  • Resolved product issue through consumer testing.
  • Provided specialized training on Microsoft Excel, leading to a 30% increase in team-wide service competency.
  • Collaborated with sales and marketing departments, assisting in the development of a new service plan that boosted subscription renewals by 85%.
  • Increased repeat business by 48% through follow-up engagement and personalized customer outreach post-service interaction.
  • Documented and resolved standard which led to initiative.

Affiliations

  • Retail Customer Experience Network (RCEN)
  • American Medical Informatics Association
  • Service Performance Insight (SPI) - Customer Advocacy Division
  • Hospitality Customer Service Network
  • Future Service Leaders Alliance
  • Technical Service and Problem Solvers Affiliate Network
  • Customer Service Professionals Network (CSPN)
  • Inbound Call Center Leaders Coalition
  • International Customer Management Institute (ICMI)
  • American Marketing Association

Certifications

  • Certified Information Technology Professional (CITP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Product Support Professional (CPSP)
  • Certified Call Center Manager (CCCM)
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Lean Six Sigma Yellow Belt Certification
  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • Certified Product Complaint Professional (CPCP)

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