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Skills

  • Proficient in QuickBooks
  • Persuasive
  • Customer retention strategies
  • Focused on customer satisfaction
  • Client relations and retention
  • Account management
  • Checkout process optimization
  • Attention to detail
  • Team training and development
  • Conflict resolution techniques

Work Experiences

  • Boosted nightly sales by 69%.
  • Supported organizational change in processes from paper billing to electronic invoicing systems to improve efficiency.
  • Reduced employee overtime by 15% by effectively delegating tasks.
  • Provided friendly, knowledgeable service and support in response to customer requests.
  • Created new sales scripts and strategies to increase profit margins.
  • Was in charge of 3 customer service calls three years in order to keep track of support issues and improve operating procedures.
  • Achieved a positive customer experience score for 2023.
  • Scheduled meetings with Customer Service Key Holders to address customer concerns and meet their needs.
  • Boosted employee productivity by establishing and monitoring customer care performance indicators, service level metrics, and goal achievement.
  • Wrote training manuals for resolving both simple and complex customer issues.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Demonstrates sound judgment in balancing the needs of customers, employees, and the company.
  • Strategic thinker with expertise in vendor management.
  • Customer Service Key Holder is an ethical Customer Service Key Holder who excels at processing large volumes of error-free transactions while also meeting departmental objectives.
  • Good problem-solving and organizational skills.
  • Knowledge of SAP and Salesforce to a high level.
  • Customers are consistently satisfied, loyalty is built, and retention processes are driven.
  • Offering 9 years of experience in resolving framework issues quickly and maximizing customer retention.
  • Dedicated to improving operational and procedural processes while providing excellent customer service.
  • Customer Service Key Holder and team leader with 16 years of experience in category settings.

Accomplishments

  • Assisted in the onboarding of new team members, reducing orientation time by 59% through an accelerated training program.
  • Recognized by management for achieving consecutive sales milestones, surpassing monthly sales targets by 52% over 9 months.
  • Partnered with the outside marketing vendor to promote special product bundles, resulting in 8 units sold in 10 months.
  • Reduced staff turnover by 3% in one year by implementing several well-received team and morale-building programs.
  • Worked cross-functionally with the warehouse management team to improve delivery timings, decreasing stock replenishment delays by 82%.
  • Successfully piloted a physical store layout redesign that improved traffic flow and customer engagement, increasing sales by 72%.
  • Redesigned product displays to reflect current seasonal promotions, which led to a 36% increase in sales of highlighted items.
  • Implemented a loyalty reward system that created recurring customer visits and increased return shopping by 31% over 2021.
  • Developed a referral program that brought 6 new customers per month, increasing foot traffic by 19%.
  • Improved customer retention in 2018 by 16% from the previous five years.

Affiliations

  • Certified in Retail Operations & Management, program, 2018
  • Member, International Customer Service Association (ICSA) method
  • Alumni, Diploma in Retail Sales Techniques, Graduated 2023, framework
  • Participant, Store Leadership Skills Webinar Series, Sponsored by method, 2022
  • Certified Key Holding and Store Management, Awarded by Cedar Works, 2023
  • Workshop Attendee for Advanced Retail Data Analytics, organized by Vantage, 2019
  • Certified Customer Interaction Specialist, Issued by category, 2015
  • Active Member, Society of Human Resource Management (SHRM) for retail leadership development, 2019-Present
  • Member, National Retail Federation (NRF), 2017 - Present
  • Participant, Local Retailers Networking Meetup Portland, 2021-2022

Certifications

  • Customer Service Essentials - SAP Certification
  • Certified Customer Feedback Analyst - ServiceNow
  • Certified Inventory Management Specialist - Power BI
  • Association for Project Management (APM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Certified Retail Manager (CRM) - framework
  • CPR and AED Certified - Raleigh for workplace safety
  • American Academy of Financial Management (AAFM)

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