Customer Services & Sales   

Welcome to the Sales Operations Specialist Career Academy. This comprehensive program is designed to equip you with the skills, tools, and knowledge necessary to excel in a sales role. Whether you're starting your career or looking to enhance your existing skills, this course offers a structured path to professional success.

Throughout this program, you'll learn key sales operation principles, effective customer support techniques, problem-solving strategies, and more. The course also covers essential topics like managing customer expectations, and using technology to streamline service processes. The Sales Operations Specialist Career Academy includes the Salesforce Sales Operations Professional Certificate and 6 Guided Projects:

• Customer Support Digital Transformation with HubSpot
• Analyze Sales Data with LibreOffice Base Queries
• Get Started with HubSpot
• Introduction to CRM with HubSpot
• Build Customizable Sales Presentation Graphics using Canva
• Created a Customer Satisfaction Survey with Typeform

The course combines video lectures, interactive labs, and real-world projects to ensure you not only learn but apply your knowledge effectively. With guided assessments and feedback, you will build a robust portfolio that showcases your skills to potential employers.

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The Salesforce economy will create more than $1 trillion in new revenue and 4.2 million jobs between 2019 and 2024. Developed in partnership with Trailhead — Salesforce's official learning platform — this certificate aims to teach you the foundational skills in Salesforce that will prepare you for a variety of entry-level sales roles, including the sales operations specialist position. This certificate is designed for beginners. No previous experience in Salesforce, sales, or CRM is necessary to be successful. Through four courses, you will learn the fundamentals of CRM, how to manage leads in Salesforce, how to manage opportunities in Salesforce, how to use Salesforce to ensure customer success, and how to effectively leverage Salesforce data through reports and dashboards.

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Welcome to the Customer Service Representative Career Academy. This comprehensive program is designed to equip you with the skills, tools, and knowledge necessary to excel in a customer service role. Whether you're starting your career or looking to enhance your existing skills, this course offers a structured path to professional success.

Throughout this program, you'll learn key customer service principles, effective communication techniques, problem-solving strategies, and how to handle difficult situations with confidence and empathy. The course also covers essential topics like managing customer expectations, maintaining a positive attitude, and using technology to streamline service processes. The Customer Service Representative Career Academy includes the CVS Health Retail Customer Service Professional Certificate, the CVS Health Call Center Customer Service Professional Certificate and 10 Guided Projects:

• Creating a Budget with Mircosoft Excel
• Create a Customer Service Survey in Microsoft Forms
• HubSpot: Working with a ticketing system
• Enhance Organization Communications with Slack
• Finding, Sorting, and Filtering Data with Microsoft Excel
• Create Customer Support Data with Microsoft Excel
• Create a Customer Satisfaction Survey with Typeform
• Customer Support Digital Transformation with HubSpot
• Create a Services Customer Satisfaction Process
• Get Started with HubSpot

The course combines video lectures, interactive labs, and real-world projects to ensure you not only learn but apply your knowledge effectively. With guided assessments and feedback, you will build a robust portfolio that showcases your skills to potential employers.

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The demand for customer service representatives is huge, there are thousands of open job roles in the US alone. This program prepares you for a retail customer service role. Retail customer service is an exciting career where every day is a new day and a new adventure. The target audience for this certificate is anyone who is customer obsessed and is looking to launch a career in retail customer service.

This program uniquely prepares you for your new role by using a blend of videos, activities, discussions, simulations, peer-reviewed projects, and a final capstone. As you complete each of these activities, you will create experiences that you can reference in job interviews or even as you work with customers after you have landed the job.

At the end of this program, you will be able to:

- Create positive interactions with customers
- De-escalate conflict with customers
- Process retail transactions in real-world situations
- Describe the different roles in retail customer service

If you are someone that enjoys meeting people, solving problems, and are ready for new experiences, then this program is right for you. Upon completion of this program, you will receive a Professional Certificate from CVS Health to showcase your proficiency. You’ll also gain access to exclusive career support resources to help you in your job search and you’ll have a portfolio of meaningful activities you have completed to show prospective employers.

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The demand for call center customer service representatives is huge, there are thousands of open job roles in the US alone. If you are someone that enjoys talking to people and solving problems and are ready for new experiences, then this program is right for you. Customer service in a call center is an exciting career where every day is a new day and a new adventure. If you're considering a career in retail customer service and you're someone who is passionate about providing exceptional customer experiences, this role is for you.

This program uniquely prepares learners for their new role by using a blend of videos, activities, discussions, simulations, peer-reviewed projects, and a final capstone. As you complete each of these activities, you will create experiences that you can reference in job interviews or even as you work with customers after you have landed the job.

At the end of this program, you will be able to:
- Create positive interactions with customers
- De-escalate conflict with customers
- Create solutions to customer problems
- Describe the different roles in call center customer service

Upon completion of this program, you will receive a Professional Certificate from CVS Health to showcase your proficiency. You'll also gain access to exclusive career support resources to help you in your job search and you’ll have a portfolio of meaningful activities you have completed to show prospective employers.

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By the end of this project, you will learn how to create a budget template in an Excel Spreadsheet by using a free version of Microsoft Office Excel.

Excel is a spreadsheet that is similar in layout as accounting spreadsheets. It consists of individual cells that can be used to build functions, formulas, tables, and graphs that easily organize and analyze large amounts of information and data. While a budget helps you stay within estimated costs and expenses for either a business or a family. We will learn to create a budget both automatically and manually, step by step. By utilizing Microsoft Excel you will reduce the burden of budgeting and see increase in accuracy. It will allow you to scale budgeting and to make record keeping and tracking of expenditures easier. We will also use basic graphing for presenting budget tracking. You do not need to be an advance user of Microsoft Excel as we will show you how to use templates that are provided in the program and simple formulas to create a budget for any reason.

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By the end of this project, you will have developed LibreOffice Base queries that provide data for use in sales analysis. An organization that sells products or services finds it useful to know which products are selling, whether they are priced appropriately, and which customers are purchasing them. Providing that kind of data gives the organization better targets for fine tuning its product mix and customer base.

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Customer service surveys are often used by businesses to gain insights into how their customers perceive their business, service, or product. Microsoft Forms is a free online program that offers all of the tools needed to create and disseminate professional, high-quality surveys. Customer Service Surveys can be sent out to an audience in numerous ways, and the responses can be invaluable resources to business owners and managers to make important business decisions.

Learners in this guided project will learn how to prepare for creating a customer service survey by outlining goals and an audience. Then, they will learn how to create all of the basic and advanced question types offered by Microsoft Forms to gather a variety of information from customers. Learners will then discover how to finalize and send the survey, and finally how to interpret the responses they receive.

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We will begin this guided project by understanding what Hubspot is. We will explore the contacts, conversation, marketing, sales & service sections of Hubspot. Then we will integrate Hubspot with Gmail and Calendar. In the final tasks, we will create a support ticket and explore the ticket flow from ticket creation to its closing.

This course will be helpful to you if you are a small business and want to track everything from sales to marketing to customer support to operations in one place. This project will be helpful to you no matter what department you are in: marketing, sales, service or admin. If you never used Hubspot and want to learn all about it, this course is for you. You will be taught everything you need to know about Hubspot.

By the end of this project, you will be confident in navigating through Hubspot and working with the ticketing system in Hubspot.

Note: You will need a website to register with Hubspot.

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In this project you will learn to use the searching, sorting, and filtering features of Microsoft Excel. Using the free version of Office 365’s Excel for the web, you will manipulate spreadsheet data to make it more useful for effective business decision-making. Using a filter, you’ll isolate just the data needed. You can then sort it into a logical sequence that can turn data into the information needed for effective decision making.

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By the end of this project, you will create a free account on Microsoft 365, get access to Microsoft Excel, and create a table with customer data. You will edit and format the data, hide sensitive information, sort, and filter data. Your new skills will help you manage your customer relations and be more efficient.

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In this 1-hour long project-based course, you will learn how to design and structure a customer satisfaction survey, create it on Typeform and collect answers immediately.

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In this 1-hour long project-based course, you will learn how to identify the concept of business digital transformation, as well as the different types of business digitization, how to determine the role of customer support in your company and identify the customer support processes, how define Customer Relationship Management (CRM) and interpret the importance of using it in your business context and how to customize your own CRM using the HubSpot CRM tool. It will also give you the know-how of evaluating the alignment between your customer support digital transformation and your existing business strategy.

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In this 1-hour long project-based course, you will learn how to map your customer interactions, align marketing and service opportunities, design a process for achieving and measuring customer satisfaction.

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HubSpot is a system you can use to manage all of your contacts no matter what type of business you are in. You can use the free app to assist you in marketing and sales. The integrations to your email make the program easy to use. You can build your team and follow up on contacts easily. This hands on course will have you all set to go with your contacts right now!

By the end of your time in this project you will have a Customer Relations Management system set up with HubSpot.

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In this project, we will develop and utilize a CRM in HubSpot and learn how to utilize our CRM to better grow and manage our business. HubSpot is a cloud-based customer relationship management (CRM) platform that can improve all aspects of your business. The HubSpot CRM is a launching pad to all other customer-facing teams as it houses all customer data ranging from contact information to detailed communication logs. HubSpot allows you to incorporate your sales, marketing, and customer service processes into one, all-inclusive platform with their CRM as the foundation. With its user friendly features, HubSpot allows you to easily manage and grow your customers as well as improve your business relationship with existing customers. Best of all, HubSpot’s CRM is completely free!

With “Grow Better” as their mantra, HubSpot has mastered the CRM game. Also, as a platform, HubSpot is able to easily sync and work with other platforms which allows you to incorporate every aspect of your business to better streamline and manage your company. HubSpot is an invaluable tool that is sure to improve your company’s growth, productivity, and brand!

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By the end of this project, you will have the ability to develop and design a target market analysis graphic, a sales CRM workflow graphic, and a data chart graphic using Canva. A web-based graphic design tool, Canva offers free accounts with broad access to facilitate visual content development. The learner will develop graphics appropriate for use in sales presentations and any other presentations the user deems appropriate.

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By the end of this project, you will learn how to enhance organizational communications with Slack, the business communications platform.

To complete this project, you will create your own workspace, add public and private channels, and develop a collaborative environment. To support your new digital environment, you'll invite others to your Slack workspace and bring their contributions into unique channels for work projects, planning, brainstorming, problem-solving, and information-sharing. You will also amp up the effectiveness of workspace communications by using channel and individual tags to loop others in on relevant information.

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