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Skills

  • Shipping procedures understanding
  • Salesforce proficiency
  • Strategic sales knowledge
  • CRM
  • Active listening and empathy
  • Recordkeeping strengths
  • Account management
  • Escalation management
  • Multi-line phone talent
  • Warehousing functions

Work Experiences

  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Used a POS system to itemize and total the purchases of 15 customers.
  • Assisted and cross-trained other customer service managers.
  • Acquired 2 new customers, resulting in 2% revenue for the team.
  • Taught new employees about the company's operations, policies, and services.
  • Collaborated with vendors to plan more than 17 daily pickups and weekly deliveries.
  • Kept the standard and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Competent Customer Solutions Advisor with a desire to exceed sales targets and establish long-term customer relationships.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Customer Solutions Advisor who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Fluent in Portuguese. Personable and professional communicator.
  • Customer Solutions Advisor is a multi-talented Customer Solutions Advisor who is consistently rewarded for planning and operational improvements.
  • Microsoft Excel expert with 15 years of experience in related roles.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Collaborated with team of 4 in the development of standard.
  • Developed a knowledge base of 15 help articles that reduced ticket volume by 62%.
  • Played a key role in launching Asana support, onboarding 17 team members, and ensuring all queries were resolved within two years.
  • Implemented best practices for call handling, achieving a 66% improvement in team performance in 2015.
  • Documented and resolved process which led to procedure.
  • Provided comprehensive customer training on ServiceNow, decreasing post-implementation support tickets by 13.
  • Initiated a customer feedback loop with the product team, contributing to 9 improvements in product design and user experience.
  • Facilitated weekly team training sessions, increasing first-call resolution rates by 78% in 2018.
  • Coordinated with sales teams in delivering personalized support plans for VIP clients, achieving a customer satisfaction score of 45%.
  • Identified inefficiencies in the customer support escalation process, reducing ticket resolution times by 49%.

Affiliations

  • International Council of Nurses
  • Rotary International
  • Project Management Institute (PMI) - Acquired skills in managing customer-focused improvement projects.
  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • CRM Academy - Completed training focused on advanced CRM tools and data-driven support functions.
  • Small Business Institute (SBI) - Applied knowledge to improve small business customer support strategies.
  • Business Continuity Institute (BCI) - Focused on ensuring uninterrupted customer service during unexpected situations.
  • Project Management Institute
  • Freemason

Certifications

  • Salesforce
  • HubSpot Service Hub Software Certification
  • Certified Customer Service Professional (CCSP)
  • Microsoft Dynamics 365 Customer Service Certification
  • Customer Experience (CX) Professional Certification
  • CompTIA Security+
  • CXPA Certified Customer Experience Professional (CCXP)
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)
  • Certified Contact Center Manager (CCCM)

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