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Skills

  • Warehousing functions
  • Data-driven decision making
  • Diversity and inclusion advocacy in client relationships
  • Retail materials management
  • Client presentation skills
  • Credit card processing
  • Data entry
  • Recordkeeping strengths
  • Medical terminology knowledge
  • Strategic sales knowledge

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Ensure that customers and internal departments are properly communicated with.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.
  • Kept up to date on product and service changes.
  • Handled over 2 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Provided ongoing guest service, which included Tableau recommendations.

Summaries

  • Clear understanding of budget management and quality assurance as well as stakeholder engagement training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Senior Client Relationship Manager is a service-oriented Senior Client Relationship Manager with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Senior Client Relationship Manager proactive with experience in providing support and resolving customer complaints.
  • Customer service specialist with over 2 years of experience resolving account and service issues for Banking and Financial Services clients.
  • Very knowledgeable about Salesforce, as well as initiative competitors and offerings.
  • Within Banking and Financial Services, senior Senior Client Relationship Manager and outstanding performer in client relations and workflow optimization.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Streamlined the feedback loop between clients and product development, resulting in 13 key feature upgrades based on client needs.
  • Orchestrated multi-channel communications across email, voice, and messaging platforms, improving lead response times by 70%.
  • Mentored and trained junior client partners, raising team performance and improving client feedback by 46%.
  • Conducted detailed client health assessments, leading to personalized service recommendations that boosted satisfaction by 16%.
  • Analyzed end-to-end customer journeys using CRM data, uncovering bottlenecks and increasing overall client engagement by 82%.
  • Built and maintained long-term relationships with 4 high-value accounts, driving a 63% increase in client retention YOY.
  • Led 15-session webinar series, educating clients on project management, which increased adoption rates by 32%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Formulated negotiation strategies that led to the successful closing of renewals, securing contract extensions worth $5.
  • Implemented client segmentation and targeting models that delivered $3 in new cross-selling and upselling opportunities.

Affiliations

  • Freemason
  • Enterprise Sales Forum
  • Association of Information Technology Professionals
  • Toastmasters
  • Lions Club
  • International Association of Administrative Professionals
  • National Association of Sales Professionals (NASP)
  • Project Management Institute
  • Association of Strategic Account Management (SAMA)
  • National Association of Social Workers

Certifications

  • Pega Certified Customer Service Architect (CSA) - Tableau
  • Cisco Certified Network Associate (CCNA)
  • Certified Digital Marketing Professional (CDMP) - Lakeside Partners
  • Apple Certified Associate (ACA)
  • SAP Customer Experience (C/4HANA) Certification - ServiceNow
  • ServSafe
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • CompTIA Network+
  • Professional Business Analysis Certification (PBACS) - Meridian

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