Washington DC-Baltimore Area
With over 15 years of experience in both customer service and technical support. My goal is to proactively use my passion for technology, product knowledge and customer service to assist and advise others with finding solutions. I love it when I'm able to help consumers or teammates have a lightbulb moment and come to a solution. Ability to quickly learn and master new technology; equally successful in both team and self-directed settings; proficient in a range of computer systems, languages, tools and testing methodologies.
- The Nike Community Ambassador program give our employees the opportunity to shear their love for sport with kids in our community. - This past quarter we've had the honor of working with KEEN which is a nonprofit whose focus is to empower the youth with disabilities to stay active. - Our sessions includes non-competitive, one-on-one activities that focus on overall health and the well-being of all participants.
- Deliver tailored in-store experiences by engaging with hundreds of consumers weekly, resulting in a significant improvement with selling and services. - Collaborate with visual specialists to revolutionize in-store storytelling, via SIM and the style management feature resulting in enhanced customer engagement. - Work with our operations leader to complete ships from store orders, BOPIS, bin audits, receiving, prep shipments and transferring merchandise. - Leading the charge in maintaining all Athletes are completing their challenges via APA app. - Effectively participate in huddles and vocal in leading Track App to ensure our team is up to date on all product information, initiatives and policies. - Consistently working on gaining new members and maintaining our store goal of 80 percent linked transactions. - Coach and train new part-time and full-time Athletes on Nike ecosystem. - Collaborate with teammates and managers to consistently improve our KPI metrics and sustain an 88 percent overall customer satisfaction.
- Personalized consumer engagement through digital and face to face adept 1:1 interactions. - Provide real-time support through our live chat platform via the Nike App. - Excelled in promptly addressing consumer pre and post purchase inquiries. - Focused on providing seamless support that enhanced brand loyalty and set a precedent for customer service excellence. - Utilizing cross functioning digital resources, databases to assist and deepen consumer connections and satisfaction. - Supported consumers with product information and digital orders. - Maintained an average of 83 percent overall customer satisfaction throughout the 6 month stretch.
· Managed multiple teams of agents while performing customer acquisitions for clients. · Recruited new account executives for the company. · Performed 1st and 2nd round interviews. · Conducted onboarding candidates with depth and experience to the team. · Conducted weekly marketing and sales meetings for our team. · Trained team on improving sales skills in residential, retail and B2B marketing fields. · Managed multiple teams of agents while performing customer acquisitions for clients. · Collaborated, provided support and aided team expansion into new markets (Georgia/Maryland).
- Managed and communicated detailed product information, aiding in the successful launch of three promotional campaigns, which collectively increased customer engagement metrics by 40% within the first month of execution. - Participated in sales and technology cross-functioning solutions, as well as in developing customer loyalty. - Providing great customer service, while discovering which product to accommodate customer’s needs. - Helped to generate new leads and build relationships, connecting over the phone or through in-store workshops and events. - Interacted with clients to provide them with knowledge of how Apple technology can support their companies and position business solutions. - Helped facilitate business experiences through in-store briefings, workshops, and events. - Collaborated with management on creating solutions and documentations to better our team's goals and results for business. - Consistently stayed at the top 5 percent in sales each quarter.
- Supervised multiple projects from start through finish by prioritizing needs and delegating assignments accordingly. - Used cross-functioning software like Auto Imager, ImageBatch and Photoshop to convert image quality, resolution and naming. - Developed and delivered comprehensive presentations that outlined project scope, milestones, and outcomes for 15+ client engagements. - Enhanced customer understanding of project timelines resulting in increased satisfaction scores. - Performed objective and subjective quality control assessments of images. - Conducted weekly reports with all departments on project scope and deadlines. - Tracked hours and expenses to keep the project on task and within budgetary parameters. - Kept corporate and client information confidential, adhering to data safety measures. - Assisted in creating File Transfer Portals login for clients to deliver completed work remotely.