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Skills

  • Inventory management
  • Organization
  • CRM tools proficiency (Adobe Creative Suite, Salesforce)
  • Operational improvement
  • Security systems
  • Program management
  • Customer lifecycle management
  • Cross-functional team leadership
  • Communications
  • Portfolio growth

Work Experiences

  • Analyzed customer engagement data, leading to revamped acquisition efforts and a 69% rise in new business leads.
  • Backed by Six Sigma.
  • Boosted retention rates by 82%.
  • Achieved a 21% rise in new business leads.
  • Used QuickBooks to compile data gathered from various sources.
  • Set fundraising goals, developed collection and security policies, and coordinated fund distributions.
  • Management recognized me for providing outstanding customer service.
  • Worked with others to brainstorm new category possibilities.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • QuickBooks was delivered to customer locations by me.

Summaries

  • Achieved 65% improvement in response times.
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • Professional initiative with extensive experience in team leadership, partnership development, and media relations.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Multilingual and fluent in Portuguese and French, with a strong grasp of cultural differences.
  • At the initiative and standard levels, adept at developing and implementing strategic and tactical marketing plans.
  • Communicative and team-oriented, with HubSpot expertise.
  • Achieved 60% higher engagement metrics.
  • Performance reporting Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Accomplished in customer retention.

Accomplishments

  • Created tailored customer re-engagement strategies that recovered 34% of previously dormant accounts, totaling $8 in recovered revenue within 6 months.
  • Oversaw client engagement budget, reducing costs by 26% while delivering projects 9 weeks ahead of schedule and surpassing client KPIs.
  • Designed a customer journey mapping process that improved the customer experience and increased satisfaction scores by 56% points.
  • Increased client satisfaction by developing and implementing feedback mechanisms, resulting in continued business with 10 key accounts.
  • Led cross-functional team of 4 departments to execute a unified customer outreach strategy, increasing engagement efficiency by 66%.
  • Led the change management process for 7 clients, ensuring smooth transitions and maintaining 75% of client accounts during the past year.
  • Reengineered the client onboarding process, improving speed by 45% and increasing first-year client engagement by 46%, using ServiceNow.
  • Managed engagement operations for key enterprise clients, consistently delivering results under an $17 budget while achieving 33% client satisfaction.
  • Drove engagement for a 7-client portfolio, improving client lifetime value by 22% and achieving a net-promoter score improvement of 59%.
  • Led the design and deployment of an omni-channel client engagement strategy, boosting touchpoints by 35% and increasing key account satisfaction.

Affiliations

  • Association for Strategic Growth Strategy Professionals – Active member
  • Certified by the Institute for Customer Experience (ICE) in Engagement Strategies
  • Member of the Customer Relations and Onboarding Process Optimization Association
  • Associated with the International Engagement Management & Leadership Forum
  • Member, International Institute for Cross-Functional Collaboration Strategy
  • Certified in Revenue Growth through Customer Success (RGCSS) by Beacon Labs
  • Participant in Engagement Lead Innovators Forum Austin
  • Member, Association for Strategic Planning with focus on Client Onboarding Improvements
  • Enrolled in the Professional Development Program on Engagement Strategy 2021
  • Active participant of the Customer Success Professionals Network (CSPN)

Certifications

  • Certified Change Management Professional (CCMP) - Association of Change Management Professionals
  • Global B2B Business Leadership Certification - Thunderbird School of Global Management
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Relationship & Engagement Professional Certification - Cedar Works
  • Google Analytics Individual Qualification (GAIQ) - Google
  • Advanced Certified Scrum Product Owner (A-CSPO) - Scrum Alliance
  • SAFe 5 Agilist (SA) – Scaled Agile
  • CompTIA Network+
  • Customer Journey Mapping Certification - Cedar Works
  • Lean Six Sigma Green Belt Northwind

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