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Skills

  • Multi-line phone talent
  • Professional telephone demeanor
  • Recordkeeping strengths
  • Client budgeting and financial forecasting
  • Customer Retention Strategy
  • Strategic sales knowledge
  • Customer satisfaction score improvement
  • Contract negotiation and closing deals
  • Customer needs assessment
  • Conflict resolution and problem-solving

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Contributed to $14 in annual store sales per 6 months.
  • Was in charge of high-volume paperwork and worked with the system department to resolve billing and shipping issues.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept the program and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Provided clients with basic technical support for a variety of program company products.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Microsoft Excel expert with 17 years of experience in related roles.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Costs were consistently reduced while profits were increased.
  • Small Business Account Representative proactive with experience in providing support and resolving customer complaints.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Small Business Account Representative is a service-oriented Small Business Account Representative with unrivaled customer service, task prioritization, and time management skills.
  • Fluent in Spanish. Personable and professional communicator.
  • Small Business Account Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Very knowledgeable about Tableau, as well as system competitors and offerings.

Accomplishments

  • Supported SMB customers through complex product integration, reducing overall implementation times by 38%.
  • Led account expansion efforts that resulted in a 68% revenue increase from existing SMB clients.
  • Collaborated with cross-functional teams to streamline post-sales support, ensuring quicker resolution times by 50%.
  • Liaised between technical support and customer service to provide seamless escalations and timely resolutions, reducing ticket backlog by 16%.
  • Collaborated with team of 2 in the development of standard.
  • Converted 84% of competitive accounts by providing tailored product demonstrations and real-time support during the sales process.
  • Resolved product issue through consumer testing.
  • Coordinated with supply chain to improve delivery logistics for key SMB accounts, increasing on-time delivery by 78%.
  • Identified cost-saving opportunities by evaluating service-level agreements, cutting operational expenses by $3 annually.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Project Management Institute
  • Certified Sales Professional (CSP) Program
  • American Medical Informatics Association
  • National Association of Social Workers
  • National Association of Women Business Owners (NAWBO)
  • Google Ads Certification
  • Hubspot Academy Certified Member
  • Direct Marketing Association (DMA)
  • Business Networking International (BNI)
  • Digital Marketing Institute (DMI)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Financial Accounting for Small Businesses - Meridian or Course
  • Social Media Marketing Certification - Hootsuite
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • Inbound Marketing Certification - HubSpot Academy
  • Salesforce Certified Administrator - Salesforce
  • Salesforce
  • Persuasive Sales Strategies Certification - Beacon Labs
  • Advanced Negotiation Skills Certification - Summit Group

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