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Skills

  • Client-specific financial reporting
  • Sales expertise
  • Data entry
  • Receiving support
  • Order fulfillment
  • International sales support
  • Cross-selling and upselling
  • Client satisfaction monitoring
  • Stocking and replenishing
  • Medical terminology knowledge

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was quick to respond to potential customers' questions and requests.
  • Provided clients with basic technical support for a variety of framework company products.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Provided ongoing guest service, which included HubSpot recommendations.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • SAP and metric techniques have been taught to me.
  • With extensive knowledge of vendor management and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to meeting and exceeding system objectives through effective communication and process abilities.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Workday expert with experience in process improvement services.
  • Power BI expert with 5 years of experience in related roles.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to achieving established targets and team goals and has a track record of success.

Accomplishments

  • Optimized service delivery processes using client insights, achieving response time reduction of 19% for customer support.
  • Reported key analytics to upper management, leading to the adjustment of tactical goals that maximized customer lifetime value across the client portfolio.
  • Collaborated with industry partners through networking events, generating 14 key impactful business leads.
  • Collaborated with the marketing team to align brand messaging with client feedback, raising overall campaign success by 52% in 2022.
  • Resolved product issue through consumer testing.
  • Champion of client advocacy within the organization, contributing to product improvements that achieved a 77% higher net promoter score (NPS) over one year.
  • Managed a portfolio of 2 high-value clients and achieved 43% customer satisfaction rating over 18 months.
  • Led client feedback reviews with the product team, resulting in enhancements that improved product satisfaction by 67%.
  • Successfully mediated high-risk customer complaints between departments, resulting in a 59% conflict resolution success rate.
  • Executed upsell campaigns leading to a 83% boost in product adoption across existing accounts.

Affiliations

  • International Customer Management Institute (ICMI)
  • Account Management Professionals Association (AMPA)
  • Certified Customer Success Manager (CCSM) CPA
  • Lions Club
  • Jaycees
  • Harvard Business School Online (Achieved Scrum Master)
  • Freemason
  • Rotary International
  • International Association of Administrative Professionals
  • Association of Information Technology Professionals

Certifications

  • Certified Customer Service Specialist (CCSS) by Meridian
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service and Support: Fundamentals from LinkedIn Learning
  • CompTIA A+ Technician
  • Certified Client Relationship Manager (CCRM) from Brightline
  • Advanced Sales Certification from Sandler Training
  • Customer Retention Specialist Certification from Meridian
  • Google Analytics for Beginners Certification
  • Cross-Functional Collaboration Certificate from Summit Group
  • Certificate in Client Relationship Management from method

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