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Skills

  • CRM tools proficiency (e.g., process)
  • Stakeholder relations
  • Collaborative problem-solving
  • Project management
  • Project organization
  • Contract Negotiation and Renewals
  • Presentation development
  • Client-facing communication
  • MS Office
  • Conflict resolution

Work Experiences

  • Transported QuickBooks to 6 months customer locations.
  • Assessed client needs.
  • Achieved a 26% reduction in service complaints.
  • Achieved results over two years.
  • Achieved Top Performer for exceeding customer satisfaction KPIs.
  • Assessed and improved the CRM database.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Assisted senior leadership in the development and presentation of quarterly business reviews, showcasing improvements in client metrics and KPIs.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Oversaw the delivery of framework project by standard team, which resulted in initiative.

Summaries

  • Accomplished Client Relations Associate.
  • Client Relations Associate skilled in consultative engagement.
  • Conducted frequent client check-ins.
  • Quality assurance is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Dedicated to learning, growing, and succeeding in Banking and Financial Services.
  • Client Relations Associate with 7 years of successful team leadership and budget management experience.
  • Achieved a 24% client retention rate.
  • Within Banking and Financial Services, senior Client Relations Associate and outstanding performer in quality assurance and data analysis.
  • Client Relations professional with a proven track record.

Accomplishments

  • Enhanced customer feedback loop by restructuring data collection methods, yielding more accurate and actionable insights and a 52% increase in CSAT scores.
  • Facilitated weekly client review meetings to discuss product roadmaps, leading to a 37% increase in client renewals and service upgrades.
  • Proactively addressed client concerns by collaborating with cross-functional teams, contributing to a 69% reduction in open client queries over 6 months.
  • Partnered with clients to customize solutions, leading to a 22% increase in product adoption rates and enhanced client retention.
  • Streamlined customer support processes, cutting down average response time by 80% and improving the overall client experience.
  • Successfully negotiated contract renewals with 15 high-value clients resulting in retention of $15 in annual revenue.
  • Resolved product issue through consumer testing.
  • Mentored a team of 14 junior associates in customer relations best practices, leading to faster issue resolution times and higher customer satisfaction ratings.
  • Identified key performance gaps during a quarterly review, leading to the deployment of targeted retention strategies and achieving a 61% client renewal rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Professional Insights Panel on Client Retention Meridian
  • International Council of Nurses
  • Salesforce CRM Architect Certification OSHA
  • American Marketing Association
  • Global Association for Contact Center and Customer Engagement (Seattle, 2019-Present)
  • International Association of Privacy Professionals (IAPP)
  • Certified Professional Sales Person (CPSP) Certification
  • European Customer Management Association (ECMA)
  • Association for Supply Chain Management (APICS)
  • International Association of Administrative Professionals

Certifications

  • CompTIA Security+
  • Certified Public Accountant
  • Customer Communication and Escalation Management - Udemy
  • ServSafe
  • Advanced Communication Strategies for Client Service - American Society for Training and Development
  • Managing Client Expectations and Personalization - Asana
  • Client Engagement and Retention Strategies - American Management Association (AMA)
  • Google Project Management Certificate - Coursera
  • Customer Success for Growth-Oriented Companies - LinkedIn Learning
  • Advanced Certification in Upselling Strategies - Northwind

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