Customer Service Support

Abigail Simpson

•Fort Worth, TX •646-***-****

*************@*****.***

CORE COMPETENCIES INCLUDE:

Adept in Customer Service, Customer Retention Management (Showing Initiative, Reliability, Problem-Solving, Collaboration, Compassion)

Highly Motivated, Growth Aggressive Self-Motivator With A Heavy Bias For Action.

Strong Ability To Analyze Tasks And Projects In Order To Assess Priority And Differentiate Urgent Versus Important.

High Level Of Accuracy To Sort The Fine Details In Work.

Able To Meet Strict Attendance Guidelines, And Thrive In A Dynamically Ambiguous Environment.

WORK EXPERIENCE

Customer Service Specialist

SHAPE YOUR WAIST, LLC

08/2015- Present / HARTFORD, CT / REMOTE

Working as a Customer Service Specialist and a Subject Matter Expert (SME) for SHAPE YOUR WAIST, LLC. I’ve effectively advanced campaigns to increase and keep customer loyalty. A company that fostered an uncompromising dedication to quality. This business promotes sustainability: they try to lessen the amount of waste produced by the fashion industry, because their packaging is made from recyclable and recycled materials. When I initially began working for this fledging start-up. I made the company’s website.

RESPONSIBILITIES:

●Answer a high volume of Inbound/Outbound calls, emails, text, chats and social media (120+ daily) relating to order placements, order status, back order resolutions, shipping discrepancies, processing, invoicing, pricing, payments, refunds, and FAQS.

●A Subject Matter Expert (SME) who worked in customer retention. To retain account holders who inquire about canceling their accounts. Through extensive communication, incentives and negotiation techniques.

●Provided solutions to address customer support needs including order updates, technical issues, processing, invoicing, pricing, payments, refunds, checkout, FAQS, and identify improvements to current systems and procedures.

●Conducts training and mentoring for new hires within Customer Support. This includes shadowing, quality assurance reviews and technical troubleshooting processes.

●Open, manage, deny, limit, onboard, and retain new and existing customer accounts. Facilitated root cause analysis of necessary accounts, and investigated problems through to resolution.

●Established that Zendesk Sell (CRM) was properly updated to track and organize customers contacts, product needs, purchasing history, prospect data and insights.

WORK EXPERIENCE

Talent Acquisition Specialist

BARNEYS NEW YORK INC

11/2009 - 07/2015 / NYC, NY

I worked there during the height of Barneys New York's notoriety. Some of the most well-known luxury brands were first introduced by Barneys. In order to attract some of their top personnel, I worked there as a recruiter. I found and screened individuals for available roles, and I collaborated with hiring and account managers during the interviewing process.

RESPONSIBILITIES:

●Supported full lifecycle recruiting activities for high volume recruiting efforts of active/passive candidates (e.g. online platforms, ATS database, Boolean search, social media, cold-calling, resume search aggregators, referral sources, and recruiting campaigns)

●Took care of the needs for both pre- and post-offers. Complete applicant screening, including background checks, wage requirements, assessments, education, and work history.

●Built and created SMS and email campaigns. RMPs were also used to promote jobs on social media or integrate with a wide variety of ATSs, bringing in jobs to show them on the careers site.

●Utilized email marketing API to send HTML-formatted emails, automatically sync email contacts with CRM software, and deliver personalized emails and messages.

●Ensured a positive candidate experience by managing candidate communication for assigned markets through email, text, phone, chats, and social media.

●Adept in Social Media Management, and Email Content Marketing: To connect with diverse domestic/worldwide candidates.

EXPERTISE:

●E-Commerce

●Customer Service

●Inventory Management

●Administrative Experience

●Google Docs Editors Suite

●Content Development

●Microsoft Office Suite

●Customer Retention

●Zendesk Sell (CRM)

●Order Fulfillment

●CS Software

●Keyboarding

●Data-Entry

●Research

●Pricing

EDUCATION

High School Diploma

RECOGNITION

Received recognition as the first non-managerial staff member invited to the annual managers' conference. Winning the bonus excursion for outstanding performance and achievements.

HONORS & AWARDS

●Individual and Business Development Award (2021)

●Excellence in Customer Partnering Award (2021)

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