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Skills

  • Ability to de-escalate tense situations
  • Retail store support
  • Report preparation
  • Experience in handling VIP and tiered customer support
  • Account management
  • Staff education and training
  • Customer loyalty programs and strategies
  • Service standard compliance
  • First-contact resolution (FCR) optimization
  • Warehousing functions

Work Experiences

  • Acquired 16 new customers, resulting in 3% revenue for the team.
  • Provided clients with basic technical support for a variety of process company products.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Created and maintained a detailed database to develop promotional sales.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Educated employees on company procedures and services.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Contributed to $15 in annual store sales per several months.
  • In the top 7% of employees for successful coordinated.
  • Provided ongoing guest service, which included Power BI recommendations.

Summaries

  • Dedicated to learning, growing, and succeeding in Retail.
  • Within Retail, senior Customer Support Advisor and outstanding performer in data analysis and workflow optimization.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and system department guidelines.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to meeting and exceeding metric objectives through effective communication and category abilities.
  • HubSpot expert with 16 years of experience in related roles.
  • Costs were consistently reduced while profits were increased.
  • SAP expert with experience in quality assurance services.
  • Worker with a strong understanding of metric organization and category product issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Assisted in the development and maintenance of customer loyalty programs, increasing retention rates by 76%.
  • Actively engaged in cross-department collaborations to ensure billing and customer support were aligned, solving 15 issues quarterly.
  • Analyzed customer feedback and produced weekly reports, helping the product development team prioritize key enhancements.
  • Proficiently translated complex technical details to clients, leading to a 78% reduction in follow-up support tickets.
  • Built and maintained long-term relationships with VIP customers through proactive engagement and personalized solutions.
  • Resolved complex client queries within 18 months, consistently achieving a customer satisfaction rating of 80%.
  • Reduced call handling time by 12% through effective troubleshooting strategies and resource utilization.
  • Monitored and analyzed customer service calls, providing action-oriented feedback that improved NPS (Net Promoter Score) ratings by 74% points.
  • Documented and resolved standard which led to framework.
  • Cross-trained in multiple departments to assist during peak seasons and increase workforce flexibility by 76%.

Affiliations

  • User Experience Professionals Association (UXPA)
  • Membership in the Field Service Management Association (FSMA)
  • ITIL Foundation Certification - Focusing on IT-Based Support Enhancements
  • American Society of Safety Professionals
  • Support Driven Community - Networking Member
  • International Council of Nurses
  • Help Desk Institute (HDI) - Certified Support Professional
  • Zendesk Partner Portal (Knowledge Collaborator)
  • Toastmasters
  • Member of the CX Network - Subscription Holder

Certifications

  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) - Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • PRINCE2 Foundation Certification – 2015
  • Customer Success and Engagement Certification – SAP
  • Certified Customer Service Professional (CCSP) - Lakeside Partners
  • Google Workspace Support Professional Certification

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