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Skills

  • Market research
  • Revenue generation
  • Retention strategies
  • Marketing understanding
  • Miscellaneous expertise
  • Customer relations
  • Account development
  • Lead prospecting
  • Process equipment
  • Scheduling understanding

Work Experiences

  • Based on internal customer feedback.
  • Identified prospects' needs and developed appropriate responses, as well as product and service information.
  • Acquired 13 new customers, resulting in 5% revenue for the team.
  • Adopted across 9 offices.
  • Created and used procedure reports to assist leadership in making key decisions and exceeding operational goals.
  • Met sales and service targets of $10 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Achieved a 67% success rate in maintaining service contracts.
  • Boosted team morale through regular check-ins.
  • Achieved a 18% improvement in team performance.
  • Assessed inventory and delivery requirements, then devised strategies to meet customer needs.

Summaries

  • 2 years of entrepreneurial experience in initiative and process sales.
  • Superior communication skills, as well as the ability to understand and close sales, are required.
  • Dedicated to providing excellent customer service.
  • Strengths in process improvement and risk assessment backed up by Miscellaneous training.
  • Dedicated to providing excellent customer service and maintaining customer relationships.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved 21% higher customer satisfaction.
  • Achieved President's Club for consistently driving 58% above-target customer satisfaction results while cultivating a high-performance service culture.
  • Talented sales representative with 18 years of industry experience.
  • Bringing 11 years of experience in this field.

Accomplishments

  • Oversaw the rollout of a new customer service portal, reducing IT tickets by 53% in the first one year.
  • Developed and maintained a weekly performance dashboard using SAP, aiding in the identification of service bottlenecks and improving task resolution by 59%.
  • Resolved escalated customer complaints within 18 months, ensuring 29% customer satisfaction ratings across multiple accounts.
  • Resolved product issue through consumer testing.
  • Reduced team overtime hours by 28% by implementing process automation tools within the customer service workflow.
  • Optimized the use of the company’s CRM system, reducing ticket resolution time by 22% and increasing customer retention by 32%.
  • Reduced average call handling time by 33% through targeted coaching on efficiency and use of customer support tools like HubSpot.
  • Collaborated with cross-functional teams to implement a customer feedback survey resulting in a 68% increase in actionable responses.
  • In collaboration with Customer Success, co-authored a new FAQ section, reducing Tier 1 support demand by 76%.
  • Mentored new hires during their onboarding period, leading to a 69% decrease in errors during their first the past year.

Affiliations

  • Toastmasters International
  • National Association of Social Workers
  • International Association of Business Communicators (IABC)
  • American Medical Informatics Association
  • Association for Support Professionals (ASP)
  • Association of Information Technology Professionals
  • National Customer Service Association (NCSA)
  • Certified Technical Support Professional (CTSP)
  • Society for Intercultural Education, Training and Research (SIETAR)
  • Lean Six Sigma Certification initiative, 2015

Certifications

  • Certified Help Desk Manager - Help Desk Institute (HDI)
  • IT Service Management Certification (ITSM) - Beacon Labs
  • CompTIA A+ Technician
  • Professional Scrum Master (PSM I) - Scrum.org
  • Certified SOC 2 Compliance Professional - Summit Group
  • Ongoing Professional Development in Conflict Resolution - Summit Group
  • Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate - Microsoft
  • Professional Certificate in Customer Experience Management - process
  • Project Management Professional (PMP)
  • Certified Public Accountant

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