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Skills

  • Sales expertise
  • Client satisfaction achievement and improvement
  • Account management
  • Client lifecycle management
  • Business Communication & Etiquette
  • Complaint resolution
  • Client onboarding processes
  • Training development aptitude
  • Knowledge management and resource creation
  • Report preparation

Work Experiences

  • Increased the team's revenue by over $2 in sales.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Processed 13 invoices and mailed documentation to clients each the past year.
  • Customer service training processes were implemented and developed by me.
  • Ensure that customers and internal departments are properly communicated with.
  • Averaged 18 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Motivated to keep customers happy and contribute to the company's success.
  • Very knowledgeable about Jira, as well as category competitors and offerings.
  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 17 years.
  • Adobe Creative Suite expert with 18 years of experience in related roles.
  • Client Services Account Coordinator proactive with experience in providing support and resolving customer complaints.
  • With extensive knowledge of risk assessment and proven multitasking abilities, I am well-versed in project and time management.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and procedure department guidelines.

Accomplishments

  • Collaborated with product development teams to align offerings with client needs, generating 34% more revenue from cross-sell initiatives.
  • Managed a portfolio of 8 high-value accounts, contributing to a 31% YOY increase in account retention.
  • Successfully resolved 17 customer disputes using a solution-driven approach, decreasing overall ticket resolution time by 71%.
  • Identified and implemented process improvements within the account management team, which resulted in a 18% increase in service delivery efficiency.
  • Achieved 48% of renewal targets by proactively addressing client concerns and conducting solution-oriented business reviews.
  • Managed key touchpoints across the client lifecycle, leading to a 56% increase in overall client satisfaction.
  • Collaborated with marketing and sales teams to develop targeted campaigns, resulting in 29% growth in lead conversion for key accounts.
  • Collaborated with team of 5 in the development of standard.
  • Produced high-quality CRM reports for account strategy sessions, leading to data-driven decisions that enhanced customer loyalty by 44%.
  • Led a cross-functional initiative to streamline client onboarding, reducing the average onboarding time by 9 days.

Affiliations

  • Customer Contact Management Association (CCMA)
  • Lions Club
  • Client Success Management Association
  • American Society for Quality (ASQ) – Customer Retention Division
  • International Customer Service Association (ICSA)
  • Rotary International
  • Upselling and Cross-Selling Mastermind Group
  • Society for Human Resource Management (SHRM): Client Engagement Program
  • Google Analytics Certified Professional (2018)
  • Customer Support Leaders Professional Network

Certifications

  • Certified Negotiation and Mediation Professional
  • Certified Key Account Manager (CKAM)
  • Service Operations Management Certification
  • Six Sigma Yellow Belt certification
  • ServSafe
  • Zendesk Certified Support Administrator
  • Conflict Resolution and Mediation Specialization - Beacon Labs
  • Project Management Professional (PMP)
  • Certified Client Relationship Professional - Vantage
  • Professional in Corporate Training (PCT) Certification

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