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Skills

  • Process improvement analysis
  • Customer journey mapping
  • Client Training and Development
  • Solution selling
  • Cross-functional team collaboration
  • Territory management
  • Emotional intelligence and empathy
  • Account management for high-tier clients
  • Presentation skills for client webinars
  • Customer success strategy implementation

Work Experiences

  • Kept track of the performance of the sales team, analyzed sales data, and reported findings to the area managers.
  • Researched and implemented new strategies to expand the company's operations and customer base.
  • Implemented Power BI to streamline framework procedures and method tasks.
  • Met established KPIs for the company, regional team, and individual performance through teamwork and customer focus.
  • Worked hard to resolve one-of-a-kind and recurring complaints, as well as promote loyalty and improve operations.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Evaluated the individual and team performance of each location, analyzing data trends to determine the best methods for increasing sales.
  • Implemented new inventory management procedures that reduced product theft by 13% in the past year.
  • Increased retail sales volume in my assigned territory by 18% through strategic budgeting and product promotion.
  • Oversaw the work of an efficient administrative team responsible for maintaining accurate sales, inventory, and order records.

Summaries

  • Client Support Coordinator is a multi-talented Client Support Coordinator who is consistently rewarded for planning and operational improvements.
  • Adept Client Support Coordinator.
  • Client Support Coordinator with over 17 years of experience implementing customer success strategies that increased client retention by 18% year-over-year.
  • Awarded in 2015.
  • Costs were consistently reduced while profits were increased.
  • Boosted efficiency by 44%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 44% reduction in ticket response times.
  • Dedicated to learning, growing, and succeeding in Customer Service.

Accomplishments

  • Delivered real-time reporting and analytics for clients, helping reduce issue recurrence by 39% through data-driven root cause analysis.
  • Presented actionable reports back to stakeholders, demonstrating a 28% increase in successful client interactions after implementation of new methodologies.
  • Resolved product issue through consumer testing.
  • Collaborated with the product team to enhance the customer knowledge base, reducing support requests by 20%, leading to more self-sufficient clients.
  • Utilized process to create customer service performance reports, used to successfully predict future client needs and reduce response times by 26%.
  • Supported team in implementing new client feedback loop, which resulted in 64% improvement in product refinement and strategic growth.
  • Developed comprehensive client onboarding process, reducing setup time by 59% and improving first-month adoption rates.
  • Co-collaborated with the product management team to introduce feature enhancements, leading to a 31% reduction in client-reported product issues.
  • Orchestrated successful upsell and cross-sell campaigns by partnering with Account Managers, increasing revenue generation from existing clients by 63%.
  • Developed strategies for aligning customer service goals to broader company objectives, resulting in a 29% improvement in team alignment and process consistency.

Affiliations

  • National Association of Social Workers
  • American Society of Safety Professionals
  • Society for Continuous Improvement (SCI) - Participated in conferences, discussing continuous improvement strategies for client support services.
  • Project Management Institute
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • Project Management Institute (PMI) - Pursuing the OSHA to strengthen workflow optimization and team management skills related to service delivery.
  • Technology Services Industry Association (TSIA) - Regular attendee at customer support technology seminars to stay abreast of current trends.
  • Service Desk Institute (SDI) - Completed specialized training in optimizing self-service platforms to reduce support ticket volumes by 80%.
  • National Technical Assistance Center (NTAC) - Involved in discussions about support automation tools and strategies.

Certifications

  • CompTIA A+ for IT Support and Help Desk Professionals
  • Customer Success Manager Certified Level 1 - QuickBooks
  • KPI and Metrics for Business Service Certification - Summit Group
  • Certified SaaS Customer Success Manager from Vantage
  • Customer Service Excellence Professional Certificate
  • Certified Workforce Management Professional (CWMP)
  • Certified Associate in Project Management (CAPM) for Client Coordination
  • Certified Support Operations Specialist (CSOS) - Brightline
  • Interpersonal Communication Certification - Northwind
  • Certified Customer Service Professional (CCSP) - 2017

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