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Skills

  • Credit card processing
  • Automation of Reporting Processes
  • Shipping procedures understanding
  • Time management and prioritization
  • Strategic sales knowledge
  • International sales support
  • CRM database management
  • Stock management
  • Account management
  • Business process improvement (BPI)

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Provided clients with basic technical support for a variety of program company products.
  • Assisted and cross-trained other customer service managers.
  • Kept the standard and initiative areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Increased the team's revenue by over $7 in sales.
  • Created and maintained a detailed database to develop promotional sales.
  • Used a POS system to itemize and total the purchases of 17 customers.
  • In the top 8% of employees for successful coordinated.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Fluent in Portuguese. Personable and professional communicator.
  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Global Product Operations Service Associate proactive with experience in providing support and resolving customer complaints.
  • Under duress, personable and professional.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Developed KPI dashboards for real-time monitoring of product operations, resulting in a 42% improvement in operational efficiency.
  • Increased customer adherence to SLA by 15% through focused account management and enhanced client training.
  • Established customer support standard operating procedures (SOP) for critical situations, ensuring a seamless response and mitigating support issues by 45%.
  • Analyzed service ticket data to identify common customer pain points, resulting in a 79% reduction in ticket recurrence and improved service design.
  • Orchestrated customer success strategies leading to a 41% increase in net promoter scores (NPS) across 4 client accounts.
  • Leveraged insights from customer support to influence product roadmap and enhance user-centric features, reducing customer-reported issues by 16%.
  • Developed revenue-growth initiatives for Salesforce that increased annual recurring revenue by 18% within 2019.
  • Utilized CRM data to track user engagement trends and suggested targeted campaigns that led to a 22% spike in feature adoption.
  • Designed and executed a customer renewal strategy, contributing to an additional 53% in product subscription renewals during 2016.
  • Played a pivotal role in launching Asana, driving a seamless operational handover between product teams and customer service and decreasing first-month defects by 82%.

Affiliations

  • Business Process Management Institute (BPMI)
  • American Marketing Association
  • Rotary International
  • Association for Supply Chain Management (ASCM)
  • Technology Marketing Alliance (TMA)
  • American Marketing Association (AMA)
  • International Trade Administration
  • Society of Women Engineers
  • Global Operations Leadership Program (GOLP)
  • International Association for Contract & Commercial Management (IACCM)

Certifications

  • Certified SAFe® Practitioner - Ironclad Systems
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Certified Customer Success Manager (CCSM) - Summit Group
  • Certified Process Improvement Leader (CPIL) - 2016
  • Certified Product Marketing Manager (CPMM) - Northwind
  • First Aid/CPR Certified
  • Certified Public Accountant
  • Salesforce Certified Administrator - 2022

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