Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cetedra Frost

Port Saint Lucie,FL

Summary

Well-qualified Marketing Coordinator and Customer Service Professional offering over 8 years of advanced experience in the customer service industry with research and problem-solving skills implementing and developing call center strategies and excellent customer service for improving customer satisfaction. Possessing effective time management and communication skills as well as incoming call handling abilities to provide efficient and effective customer support.

Overview

9
9
years of professional experience

Work History

Customer Support Specialist (Remote)

Constant Contact
06.2023 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities

Marketing and Communications Coordinator

The Children's Museum Of The Treasure Coast
08.2017 - 02.2023
  • Collaborated with sales and marketing teams to coordinate promotional activities successfully increasing brand recognition by over 70%
  • Monitored product line sales and costs, compiling thorough progress reports using data analysis.
  • Identified opportunities to improve optimizations of website architecture
  • Organically grew rapid social medica community by 35%
  • Developed volunteer policies and procedures, codes of conduct, and volunteer standards.
  • Created volunteer handbook to provide information on volunteer roles, responsibilities and expectations.
  • Managed volunteer calendar and verified coverage of key roles during volunteer unavailability.
  • Resolved issues through active listening and open-ended questioning
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Hired, managed, developed and trained volunteers, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Worked in team environment to maintain high levels of productivity.

Retail Customer Sales Associate

Bed Bath & Beyond
05.2014 - 08.2017
  • Kept records of over 500 customer interactions, processed customer accounts, and filed documents.
  • Handled customer complaints, providing appropriate solutions and alternatives within the time limits.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Utilized proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, Access, etc.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Answered incoming customer inquiries regarding website navigation issues, service questions, and general client concerns
  • Assessed needs and suggested alternative products or services while handling situations that require adaptation of response and/or extensive research and follow-up
  • Solved problems with products and services by providing customers with technical support.
  • Assembled completed orders and processed accurate payments to minimize accounting errors.
  • Stocked, replenished, and organized inventory with accuracy and efficiency, completing function 2% faster than average associate

Education

Associate of Arts - Business

Indian River State College
Ft. Pierce, FL
2018

High School Diploma -

St. Lucie West Centennial High School
Port Saint Lucie, FL
05.2008

Skills

  • Email Blasts
  • Digital Marketing
  • Time Management & Organization
  • Sales Expertise
  • Computer Skills
  • Analytical Thinking
  • File and Recordkeeping
  • Web Analytics
  • Data Entry
  • 50 WPM Typing
  • Marketing
  • Customer service
  • Adaptability
  • Verbal Communication & Written Communication
  • Interpersonal skills
  • Salesforce
  • Detail oriented
  • Self-motivated
  • Ability to multitask and meet deadlines
  • Ability to thrive in a fast-paced environment
  • Problem-solving
  • Microsoft Excel, Microsoft Word, Microsoft Outlook, Google Suite
  • Excellent People Skills
  • Reading Comprehension Skills
  • Active Listening Skills
  • Technical Support & Troubleshooting

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Efficient worker: Handle customers' needs—quickly, effectively and in a friendly, caring manners
  • Problem solver: Utilize out-of-the-box, creative thinking to resolve a wide variety of challenges and customer issues
  • Product Promotion - Up-sold products increasing sales by over 15% and motivated customers to upgrade current product plans.

Timeline

Customer Support Specialist (Remote)

Constant Contact
06.2023 - Current

Marketing and Communications Coordinator

The Children's Museum Of The Treasure Coast
08.2017 - 02.2023

Retail Customer Sales Associate

Bed Bath & Beyond
05.2014 - 08.2017

Associate of Arts - Business

Indian River State College

High School Diploma -

St. Lucie West Centennial High School

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Cetedra Frost