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Skills

  • Pricing tool development
  • Project management
  • Staff education and training
  • Public speaking
  • Service standard compliance
  • CRM
  • Escalation management
  • Risk management processes and analysis
  • Clerical support
  • User interface understanding

Work Experiences

  • Used a POS system to itemize and total the purchases of 15 customers.
  • Met or exceeded revenue targets with successful promotions of QuickBooks during routine inbound calls and outbound sales follow-ups.
  • Replaced out-of-stock items with new Power BIs to satisfy dissatisfied customers.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept the framework and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Averaged 7 new customers per month, generating 10% of the team's revenue using the initiative approach.
  • Customer service training processes were implemented and developed by me.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Contributed to $2 in annual store sales per 6 months.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to keep customers happy and contribute to the company's success.
  • Offering 5 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Power BI expert with 3 years of experience in related roles.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Strengths in vendor management and risk assessment backed up by Retail training.
  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.
  • Bring extensive high-call volume experience working with metric consumers spanning 12 years.
  • QuickBooks expert with experience in performance reporting services.

Accomplishments

  • Integrated
  • Marketing: Implemented marketing strategies which resulted in metric growth of customer base.
  • Researched
  • Increased
  • Established
  • Created
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Prepared
  • Won
  • Collaborated cross-functionally with sales teams to introduce up-sell and cross-sell strategies, contributing an additional $8 to quarterly revenue.

Affiliations

  • Project Management Institute (PMI) - Agile in Customer Service Projects
  • Women in Customer Service Leadership (WCSL)
  • Help Desk Institute (HDI) - Certified Support Center Manager
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Problem Solving Partnerships (PSP) for Escalation Handling Techniques
  • Customer Operations Leadership Forum (COLF)
  • National Association of Social Workers
  • International Association of Customer Professionals (IACP)
  • Society of Human Resource Management

Certifications

  • ISO 10002:2018 Customer Satisfaction Management Systems Certification
  • CompTIA Network+
  • Certified Protection Officer (CPO)
  • Agile Customer Service Management Certification
  • ITIL Foundation Certification in Service Management
  • Six Sigma Green Belt Certification for Process Improvement
  • Advanced Customer Service Strategy by Summit Group
  • Certified Contact Center Manager (CCCM) by Cedar Works
  • Customer Retention Specialist (CRS) Certification by Beacon Labs
  • ServSafe

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