Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Skills
Onboarding Design
Resource Planning and Scheduling
Business Development
Client service optimization
Product Knowledge
Exceptional Attention To Detail
Solution-Oriented
Marketing Experience
Account Reviews
Communication Skills
Project Management Skills
Customer Education
Customer Feedback
Ability To Collaborate
Strategic Planning
Business Development And Planning
Work History
06/2020 to 08/2021
Account Operations SpecialistIncipio Technologies, Inc. – Corona, CA,
Managed high volume of reseller quote and purchase requests (30% of daily volume).
Assisted customers with switching to newer product offerings.
Saw increased adoption rate of 15% during tenure.
Provided detailed quotes on merging accounts for better account management.
Created internal customer templates to increase first time solve rates.
Coordinated support with Customer Success Managers for high value accounts.
Assisted Customer Success Managers by identifying potential Enterprise accounts and helped to secure accounts with 100+ users.
Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Answered average of 50-75 emails per day, addressing customer inquiries, solving problems and providing product information.
Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Assisted customers with needs such as opening accounts, updating account details and signing up for new services.
03/2019 to 04/2020
CX SpecialistZendesk – Remote, OR,
Delivered exceptional and timely customer support through high volume of live chats and emails (60-100 plus daily), using multiple support systems and tools.
Built detailed reports on bugs for Product Development Team.
Identified ideas for being more efficient and more effective for customers.
Partnered with Client Success and Sales organization to identify opportunities to cross- and up-sell.
Shared feedback, suggestions, and concerns from customers with Leadership team.
In role as KCS Publisher, responsible for crafting and editing internal/external documentation.
Served on internal team building committee to build better report and functionality within department and cross functionally.
Saw internal team happiness and corporation increase by 40%.
Supplied in depth training on multiple product features internally.
Interpreted clients' needs and introduced services to fit specific requirements.
Drove improvements to key lines of business as Subject Mater Expert and increased customer adoption. Saw 30% better customer engagement in this line after stepping into role.
Recorded product or service failure complaints and notified appropriate departments.
Assisted in training new employees and participated in cross-training with other departments.
Requested escalation for unresolved issues.
Accurately tracked and recorded all customer interactions in CRM platform.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Offered advice and assistance to customers, paying attention to special needs or wants.
Provided primary customer support to internal and external customers.
Served as Onboarding Specialist for new customers and onboarded average of 25 new customers weekly.
Provided in depth training sessions for current customers Organized and served as project manager for complex issues.
Maintained and streamlined all trade show materials and coordinated shipping. Reduced shipping errors by 15%.
Provided ongoing peer support and training review for new hires.
Involved in marketing feedback such as: review of newsletters and research of new trade show materials.
Senior staff member responsible for operations during absence of Operations Manager.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Served as Account Manager for higher level customers. Cultivated customer loyalty, promoted repeat customers and improved sales. Increased retention of portfolio by 30%.
Provided quarterly check ins and served as point of contact for their issues.
In less than two months of employment moved from hourly trainee to salaried specialist.
Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Created and successfully implemented in house payment plans for delinquent clients.
Assists Project Management in staying on time, on budget and client communication.
Served as Account Manager for Project Management clients.
Assisted in HR procedures (hiring, document collection, in office training, etc.)
Successfully merged most accounts payable to online payments.
Prepares financial reports for CEO and Senior Accountant.
Responsible for accurately recording time for 1099 and W2 employees and paying all contractors.
Responsible for assisting in creation/implementation of policy and procedures for Accounting department.
Assisted Director of Property Management with day to operations in regards to payments, ledgers, and supervising property managers.
Coordinated and monitored department workflow to maintain efficiency.
Compiled general ledger entries on short schedule with 100% accuracy.
Organized and processed daily accounting invoices, statements and records.
Reached out to customers to ascertain reasons for past due accounts.
Entered journal updates to balance general ledger accounts.
Maintained accurate documentation regarding accounts payables and accounts receivables in accordance with company policies.
Prepared weekly cash reports consisting of all payments and disseminated information to appropriate correct management staff.
Oversaw vendor activities and initiated plans to improve relationships and performance.
Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and all types of cash and banking reconciliations.
Trained new employees on accounting principles and company procedures.
Worked with management at project level to achieve expense plans.
Diminished outstanding debts by analyzing accounts for issues.
Reported ROIs using Excel spreadsheets.
Education
Expected in 02/2018
Bachelor of Science: Business Administration, Project Management Walden University - Minneapolis, MN GPA:
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