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Skills

  • Process improvement
  • Vendor negotiation
  • Customer retention strategies
  • Project organization
  • Adaptability in Fast-paced Environments
  • Invoice generation
  • Communications
  • Client Feedback Analysis
  • Organization
  • Customer complaint resolution

Work Experiences

  • Achieved a 29% adoption rate in the first 10 months.
  • Achieved growth over the past year.
  • Achieved a 76% drop in client escalations.
  • Was in charge of all aspects of staff and client training to ensure that they were well-versed in federal, state, and local regulations and requirements.
  • Achieved a 26% reduction in delays.
  • Sourced and developed sourcing leads to expand my recruiting base.
  • Improved processes by teaching employees how to follow industry best practices and protocols.
  • Reduced process lags by quickly processing personnel actions, awards, flags, legal incidents, sponsorship, evaluations, morale, and welfare documentation.
  • Anticipated future customer needs.
  • Increased productivity by organizing my schedule and making appointments.

Summaries

  • Offering extensive experience in the Banking and Financial Services industry for over 10 years.
  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Quality assurance in framework settings and workflow optimization in data analysis settings.
  • Operations Relationship Officer with 3+ years of experience managing human resources teams to ensure compliance, employee communication, and workforce programs.
  • Multilingual and fluent in Spanish and French, with a strong grasp of cultural differences.
  • Achieved 15% response rates in surveys.
  • Operations Relationship Officer with 16 years of experience motivating employees to stay with the company through incentive programs and well-researched compensation packages.
  • Process and system have a proven track record.
  • Ability to recognize system issues and integrate method solutions to achieve procedure.
  • HubSpot and Workday experts with exceptional interpersonal skills.

Accomplishments

  • Collaborated with cross-functional teams to streamline internal workflows, reducing operational bottlenecks and shortening task completion time by 60%.
  • Negotiated and executed long-term contracts with key clients, achieving a 43% increase in average deal size and client retention.
  • Designed and led a series of educational webinars on process optimization, increasing client engagement by 61% over 15 months.
  • Created workflow documentation to support new client processes, reducing onboarding errors by 27% and enhancing post-sales support.
  • Led a cross-department initiative to redefine client relationship management strategies, contributing to a 50% performance uplift across key metrics.
  • Implemented an internal CRM update to automate client account tracking, resulting in 66% efficiency improvement in account management tasks.
  • Directed cross-functional teams in assessing and mitigating operational risks, reducing client-facing issues by 21%.
  • Established automated client escalation procedures, leading to a 28% reduction in resolution time for high-priority client requests.
  • Designed and deployed custom reporting dashboards for client accounts, improving transparency and accuracy in performance tracking across 6 teams.
  • Contributed to the development of a new client feedback loop, shortening response times and improving customer satisfaction ratings by 41% points.

Affiliations

  • Contributor, Operations and Process Improvement Forum, Portland, 2015–Present
  • Professional Affiliate, Chartered Institute of Procurement & Supply (CIPS), 2021–Present
  • Certified Professional in Supply Management (CPSM) 2018
  • Committee Member for Client Engagement, system, 2019–2024
  • Member, International Customer Management Institute (ICMI), 2022–Present
  • Affiliate, Institute for Operations Research and the Management Sciences (INFORMS) 2019 – Present
  • Attendee, Stakeholder Communication Mastery Seminar, 2018
  • Leadership Training Participant, Customer Operations Leadership Institute (COLI), 2017
  • Mentor, Client Relationship Leadership Program, Lakeside Partners, 2022–Present
  • Certified Lean Six Sigma Black Belt, process, 2024–Present

Certifications

  • CRM Data Analytics Expert Certification - Tableau
  • Advanced Data Analytics with QuickBooks - Boston
  • Certified Professional in Business Process Management (CPBPM), Brightline
  • ServSafe
  • Advanced Conflict Resolution Training (ACRT) - Austin
  • Project Management Professional (PMP) - standard
  • Customer Service Management (CSM) Certification - HubSpot
  • Certified Information Systems Auditor (CISA) - Cedar Works
  • Microsoft Office Specialist (MOS)
  • Master Certificate in Strategic Sales Operations - Atlanta

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