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Skills

  • Client needs assessment
  • MS Office
  • Client onboarding management
  • Client satisfaction score improvement
  • Regulatory compliance
  • Client portfolio management
  • Customer service
  • Budget planning and forecasting for client services
  • Process improvement
  • Client contract renewal management

Work Experiences

  • Achieved improvement in 2021.
  • Built strong client relationships.
  • Achieved results in 2023.
  • Achieved a 47% increase in upsell opportunities.
  • Authored weekly client insights reports.
  • Achieved timely rollout of HubSpot.
  • Had an excellent attendance record and was always on time for work.
  • Contributed to $16 in additional revenue.
  • Attained a customer satisfaction score of 64% %.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved an NPS increase of 65% in 2017.
  • Aligned product roadmaps with client needs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Client Engagement Manager with 10 years of successful data analysis and quality assurance experience.
  • Client Engagement Manager skilled in conflict resolution, successfully reducing support ticket resolution times by 18% by streamlining communications between client and internal teams.
  • Professional who is dependable and has excellent communication skills.
  • Professional with Salesforce and Adobe Creative Suite skills who is detail-oriented and tech-savvy.
  • Accomplished at designing and launching innovative client engagement models that boosted interaction rates by 46% within the first quarter of rollout across 7 branches.

Accomplishments

  • Analyzed customer churn data to devise solutions that boosted long-term client retention by 28%.
  • Orchestrated complex engagement campaigns targeting 4 high-value clients, generating $category increase in revenue.
  • Developed and rolled out a client feedback loop that enabled continuous improvement of services, resulting in 70% improved customer satisfaction scores.
  • Collaborated with key industry decision-makers to drive a 43% increase in contract renewals for major accounts across various sectors in 2018.
  • Led a team of 3 client engagement specialists to reduce customer churn by 19% over standard.
  • Mentored and developed a client success team focused on relationship-building, improving cross-functional KPIs by 61%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed custom feedback surveys that yielded 19% more actionable insights, shaping strategic decisions across multiple departments.
  • Spearheaded multi-level communication strategies to ensure seamless onboarding experiences for 18 new high-tier clients.
  • Executed a large-scale client onboarding initiative that successfully integrated 16 users, achieving full implementation ahead of schedule by 10%.

Affiliations

  • Business Development Executives Roundtable
  • Society for Marketing Professional Services (SMPS)
  • National Client Onboarding Association
  • Customer Loyalty Research Group
  • Professional Association for Customer Relationship Management
  • Association of Independent Customer Service Consultants (AICSC)
  • Executives in Customer Success Association
  • Jaycees
  • Society of Women Engineers
  • American Society of Safety Professionals

Certifications

  • Certified Customer Satisfaction Professional (CCSP)—Brightline
  • Advanced Negotiation Strategies Certificate - Vantage
  • Advanced Contract Law Certification – Ironclad Systems
  • Certified Product Management Professional (CPMP) - Cedar Works
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Strategic Account Manager (CSAM) – SAMA
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • Certified CRM Professional (CCRMP) - Ironclad Systems

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