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Skills

  • Credit card processing
  • Account management
  • Background in project management
  • Fluent in Portuguese
  • i-channel contact center software
  • Retail store support
  • Claims analysis
  • Good listening skills
  • Administrative support
  • Escalation management

Work Experiences

  • Was in charge of a team of 3 customer service representatives who assisted program customers.
  • Planned improved with Customer Service Advisor teammates to handle customer requests.
  • Devised a customer service strategy for a 7-person team in order to increase category customer retention by 10%.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Entered information about customer interactions into Jira to track requests, document problems, and keep track of solutions provided.
  • Gathered customer feedback and made recommendations to management about category processes, ensuring customer satisfaction in future interactions.
  • Reconciled the cost of orders by 5% by selling loyalty clubs, offering promotions, and resolving issues.
  • Took advantage of several upsell opportunities with new and potential customers, resulting in a revenue increase of 10%.
  • Used data analysis and project management to research complex problems and resolve issues in a timely manner.
  • Achieved record-high customer satisfaction scores.

Summaries

  • Well-versed in dealing with difficult situations and resolving conflicts.
  • Customer service expert with 18 years of experience resolving account and service issues for procedure clients.
  • Relying on 5 years of experience in providing outstanding customer service.
  • Troubleshooting prodigy with superior analytical and critical thinking abilities.
  • Sales, recruiting, and people management are among his specialties.
  • Knowledge of how to handle customer accounts and how to find new ones.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Retail Sales Associate with 17 years of customer service experience in fast-paced, dynamic environments.
  • Individual who is assertive yet polite and has a special talent for generating new business.
  • Service-oriented team player with a track record of providing high-quality support in the Retail for 10 years.

Accomplishments

  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Consistently exceeded daily sales targets with an average of $17 in sales each day.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Framework Interacted with 11+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
  • Implemented
  • Adapted
  • Design: Responsible for creative design for prominent standard.
  • Launched
  • Trained
  • Business Development: Initiated two key partnerships which resulted in framework revenue growth.

Affiliations

  • Customer Engagement Optimization Association (CEOA)
  • Association of Information Technology Professionals
  • Customer Insight and Feedback Practitioners Group (CIFPG)
  • Help Desk Institute (HDI)
  • Rotary International
  • CRM Software Professionals Group (e.g., for Salesforce, HubSpot)
  • Toastmasters
  • International Council of Nurses
  • Society for Service Professionals in Science and Technology (SSPST)
  • Customer Service and Support Professionals Network (CSSPN)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Customer Support Specialist Certification - initiative
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Professional (CCSP) - Northwind
  • Project Management Professional (PMP)
  • Certified Knowledge Manager (CKM) - Cedar Works
  • Customer Engagement Strategies Certification - Jira
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician

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