Nytia Pace

• Efficiently resolve approximately 50 consumer inquiries regarding allergens, accounts, product usage, and design per day
• Maximize sales by upselling or cross-selling products
• Compensate consumers via CRM upon a rigid compensation metric
• Properly/professionally managed escalation calls through effective communication and negotiation strategies to resolve difficult situations regarding products and services
• Assisted consumers with filing claims regarding injury, property damage, etc
• Coordinate training of new team members to improve their solution-selling strategies, product knowledge, and consumer relationship management
• Participates in project meetings to create new processes and procedures.

• Competently and diligently adhere to all consumer concerns regarding e-commerce orders, as well as in-store purchases, via telephone, live chat, and email
• Maintained up-to-date knowledge of promotional campaigns and key product aspects to best assist consumers with necessary services
• Used knowledge of the loyalty programs and CRM to resolve customer inquiries when placing orders, handling returns, and contacting the fulfillment center for updates
• Assisted in escalated customer problems via phone, email, and live chat.

• Assisted customers with their trucks by managing breakdowns and diagnosing their mechanical issues
• Reduced response times for roadside assistance requests by effectively prioritizing tasks and coordinating with team members.

• Updated customer accounts by recording details of inquiries, complaints, and comments
• Close accounts upon request by collecting the final balance.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.

• Mentored new employees on procedures and policies to maximize team performance.
• Explained key aspects of merchandise to customers using tools/programs related to gift registries
• Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
• Process customer transactions through the register when required
• Fielded customer complaints and queries, fast-tracking for problem resolution
• Upheld quality control policies and procedures to increase customer satisfaction
• Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.

• Monitored the website and updated content and design as needed
• Constructed a posting schedule and assisted with social media advertisements and content
• Reviewed, created, and/or updated printed materials and created and distributed email updates
• Collected and created merchandise and descriptions.
• Managed project timelines for successful completion, ensuring milestones
• were met and deadlines were adhered to.

Customer Relations Associate

• Monitored and verified all orders
• Properly answered all inquiries regarding customers
• Communicated with vendors and coordinated/managed projects
• Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

• Streamlined order processing by implementing efficient picking and packing techniques.
• Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.