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Skills

  • Multi-line phone talent
  • Recordkeeping strengths
  • Sales expertise
  • Administrative support
  • Order fulfillment
  • Sales forecasting
  • Bilingual Support (Mandarin)
  • Key holder experience
  • Shipping procedures understanding
  • Escalation management

Work Experiences

  • Setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations were all things I helped customers with.
  • Helped customers open and activate new accounts by providing information about category charge card and loyalty program.
  • Collaborated with the sales team to ensure seamless communication regarding promotions, contributing to a 70% increase in referral program participation.
  • Achieved a 35% reduction in complaint frequency.
  • Achieved a 41% improvement in customer sentiment.
  • Achieved improvement in customer satisfaction in 6 months post-interaction.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Assisted customers through troubleshooting.
  • Answered customer calls promptly to avoid long wait times on hold.
  • Collaborated with marketing teams.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and metric department guidelines.
  • Adapts quickly to changing seasonal demands, needs, and priorities.
  • Relying on 14 years of experience in providing outstanding customer service.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Achieved success in providing unsurpassed customer service.
  • Committed to providing world-class customer service while remaining professional.
  • Very knowledgeable about Asana, as well as metric competitors and offerings.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Miscellaneous clients.
  • Under duress, personable and professional.

Accomplishments

  • Educated customers on framework, decreasing product-related troubleshooting calls by 34%.
  • Implemented a customer advocacy program, leading to 58% increase in sustained customer loyalty over three years.
  • Used relational database technology QuickBooks to track and improve customer interaction data accuracy by 71%.
  • Received Scrum Master that boosted client trust and credibility when handling sensitive financial customer accounts.
  • Monitored and reported customer feedback monthly to identify trends, improving responses to recurring issues and reducing customer churn by 61%.
  • Resolved product issue through consumer testing.
  • Achieved a 73% first-call resolution rate by enhancing problem-solving techniques and streamlining service responses.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Streamlined customer care processes leading to the achievement of 58% improvement in overall service-level agreements compliance.
  • Provided on-the-job training and mentoring to 13 new hires, shortening their onboarding process by 82%.

Affiliations

  • Certification in SLA Compliance from program
  • Assoication of Support Professionals (ASP)
  • ITIL Foundation with Customer Support Focus, program
  • Customer Contact Insights Benchmarking Association (CCIBA)
  • Project Management Institute (PMI) - Customer-Focused Project Certification Track
  • Tactical Decision-Making Skills for Customer Support (TDMS) Certification
  • International Council of Nurses
  • Society of Consumer Affairs Professionals in Business (SOCAP)
  • American Association of Inside Sales Professionals (AA-ISP)
  • Project Management Institute

Certifications

  • Sales Essentials Certificate
  • Certified Customer Experience Professional (CCXP) - Meridian
  • Vocational Certificate in Call Center Solutions - 2015
  • CompTIA A+ Technician
  • Certified Chat Support Specialist (CSS) - 2018
  • Microsoft Certified Application Specialist (MCAS)
  • Customer Experience Management (CEM) Certification – Cedar Works
  • Microsoft Certified Systems Engineer (MCSE)
  • Contact Center Process Improvement Certification - Brightline
  • Certified Public Accountant

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