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Skills

  • Customer satisfaction
  • Music showcase training
  • Positive learning process
  • Recordkeeping strengths
  • Service standard compliance
  • Financial records and processing
  • Weekly Payroll
  • Excellent communication
  • Credit and collections
  • International sales support

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Customer service training processes were implemented and developed by me.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Averaged 7 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Suggested alternatives when a product was out of stock.
  • Entered information about customer interactions into SAP to track requests, document problems, and keep track of solutions provided.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Contributed to $15 in annual store sales per several months.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Fluent in French. Personable and professional communicator.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Recognized on a regular basis for outstanding performance and contributions to the Retail industry's success.
  • Motivated Customer Care Advisor with experience managing large-scale projects, including budgeting and administration.
  • Design and development of successful metric embedded software applications in the past.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • HubSpot and process techniques have been taught to me.
  • Customer Care Advisor with 13 years of experience in dealing with customer requests and concerns.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer Service Representative with 4 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Marketing: Implemented marketing strategies which resulted in standard growth of customer base.
  • Researched
  • Improved
  • Recorded
  • Won
  • Monitored
  • Design: Responsible for creative design for prominent system.
  • Adopted a data-driven approach to handle customer interactions, increasing customer lifetime value (CLV) by 76% over 6 months.

Affiliations

  • Association of Information Technology Professionals
  • Freemason
  • Customer Care Association of Austin
  • Certified Service & Support Professional in Microsoft Excel
  • Customer Experience Professionals Association (CXPA)
  • Customer Service Professionals Network
  • American Marketing Association
  • Association for Talent Development (ATD), Customer Service & Sales Frontliners
  • International Association of Customer Experience Professionals (IACXP)
  • Salesforce Trailblazer Community

Certifications

  • Advanced Complaint Handling Training (ACHT) from Beacon Labs
  • Conflict Negotiation Skills for Customer Advisors by Brightline
  • Service and Support Professional Certification (SSPC) by Beacon Labs
  • Time Management for Customer Advisors Certification by Brightline
  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification (Service Management)
  • CompTIA A+ Technician
  • Zendesk Support Administrator Certification
  • Certified Help Desk Manager (CHDM) by HDI
  • Strategic Upselling Skills Certificate (SUSC) from Harbor & Co.

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