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Skills

  • Achievement of Sales Targets
  • Development of customer engagement models
  • Market and competitive analysis
  • Budget planning and forecasting for client services
  • Client satisfaction score improvement
  • Relationship development
  • Multimillion-dollar contract negotiation
  • Business operations
  • Team management
  • MS Office

Work Experiences

  • Consistently engaged C-level stakeholders.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a 55% increase in upsell opportunities by consistently engaging C-level stakeholders in strategic discussions.
  • Conducted proactive outreach.
  • Achieved 49% improvement in performance evaluations.
  • Achieved a 47% increase in upsell opportunities.
  • Achieved results in 2023.
  • Coordinated cross-functional teams.
  • Had an excellent attendance record and was always on time for work.
  • Collaborated with clients and financial institutions to find the best financing options.

Summaries

  • Boosted customer interactions by 63% within the first quarter of implementation.
  • Analytical professional focused on improving client satisfaction.
  • Achieved a satisfaction score of 59%.
  • Accomplished Client Engagement Manager with a track record of negotiating multimillion-dollar contracts and improving customer lifetime value by $15 through strategic engagement methods.
  • Accomplished at designing and launching innovative client engagement models that boosted interaction rates by 46% within the first quarter of rollout across 7 branches.
  • Client Engagement leader recognized for reducing churn.
  • Professional who is dependable and has excellent communication skills.
  • Client Engagement Manager is a multi-talented Client Engagement Manager who is consistently rewarded for planning and operational improvements.
  • Achieved long-term client loyalty.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Executed a large-scale client onboarding initiative that successfully integrated 16 users, achieving full implementation ahead of schedule by 10%.
  • Executed a company-wide initiative to enhance client engagement, improving NPS scores by 54% within one year.
  • Analyzed market trends alongside client feedback to reshape service offerings, leading to a 85% increase in cross-functional sale opportunities.
  • Established procedures for cross-team collaboration which resulted in a Excellence Award for customer-centric service delivery in Denver.
  • Developed and rolled out a client feedback loop that enabled continuous improvement of services, resulting in 70% improved customer satisfaction scores.
  • Presented detailed client insights to senior stakeholders, resulting in a strategic shift leading to a 27% rise in revenue from key accounts.
  • Orchestrated complex engagement campaigns targeting 4 high-value clients, generating $category increase in revenue.
  • Achieved a 69% upsell rate through successful cross-selling and the implementation of engagement playbooks within Computers Software.
  • Engaged clients in regular strategic business reviews to align service offerings with their evolving needs, resulting in contracts valued at $2 being renewed.
  • Mentored and developed a client success team focused on relationship-building, improving cross-functional KPIs by 61%.

Affiliations

  • Society of Customer Relations Management (SCRM)
  • International Association of Administrative Professionals
  • Global Association of Client Engagement Professionals
  • Customer Success Association
  • Association for Computing Machinery
  • Customer Engagement Marketing Association (CEMA)
  • Business Development Executives Roundtable
  • Project Management Institute (PMI) Portland Chapter
  • Society of Women Engineers
  • Client Success Advisory Board Member - Ironclad Systems

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Google Analytics Individual Qualification (GAIQ) - Google
  • Apple Certified Associate (ACA)
  • Lean Six Sigma Green Belt - system
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant
  • First Aid/CPR Certified
  • Certified Digital Marketing Professional (CDMP) – Digital Marketing Institute
  • Advanced Negotiation Strategies Certificate - Vantage
  • SHRM Certified Professional (SHRM-CP)

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