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Skills

  • Collaboration with product development for client needs
  • Customer onboarding process design
  • Retail materials management
  • Service standard compliance
  • Account health monitoring
  • Customer feedback loop program implementation
  • Sales expertise
  • Data entry
  • Stocking and replenishing
  • Retail store support

Work Experiences

  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Acquired 13 new customers, resulting in 5% revenue for the team.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Increased the team's revenue by over $9 in sales.
  • Handled over 16 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Used a POS system to itemize and total the purchases of 10 customers.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Clear understanding of project management and stakeholder engagement as well as workflow optimization training.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and metric department guidelines.
  • With extensive experience in the category industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Account Executive Lead is a multi-talented Customer Account Executive Lead who is consistently rewarded for planning and operational improvements.
  • Strengths in client relations and strategic planning backed up by Customer Service training.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Customer Account Executive Lead is a service-oriented Customer Account Executive Lead with unrivaled customer service, task prioritization, and time management skills.
  • Competent Customer Account Executive Lead with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Engaged at the executive level of client organizations, leading to HubSpot placement and a 77% market penetration.
  • Empowered cross-functional teams with customer insights, resulting in a 74% acceleration of product improvements.
  • Secured 14 new cross-functional partnerships, leading to wider client adoption of workflow optimization.
  • Collaborated with team of 6 in the development of system.
  • Boosted product usage by 48% through a series of targeted client success webinars over 6 months.
  • Negotiated and executed 11 multi-year renewals, yielding 79% better terms for clients and boosting retention.
  • Developed and launched a customer service improvement program, driving NPS increase to 15 by 2022.
  • Partnered with product and sales teams to identify and resolve client issues, elevating customer satisfaction to 47% points.
  • Resolved product issue through consumer testing.
  • Improved client retention rates by 52% through hosting proactive quarterly business reviews and feedback sessions.

Affiliations

  • Women in Customer Experience Leadership (WCXL)
  • Jaycees
  • International Association of Administrative Professionals
  • International Association of Sales and Marketing (IASM)
  • Strategic Account Management Association (SAMA)
  • Lions Club
  • National Customer Service Association (NCSA)
  • Account Executives Networking Group (AENG)
  • Executive Leadership Council (ELC)
  • Customer Service Professionals Network (CSPN)

Certifications

  • Apple Certified Associate (ACA)
  • Certified Business Relationship Manager (BRM) - Lakeside Partners
  • Enterprise Customer Management Specialist - 2024
  • Certified Strategic Account Manager (SAM) - Northwind
  • Certified Sales Leadership Professional (CSLP) - Ironclad Systems
  • CompTIA Network+
  • Cross-selling and Up-selling Techniques - Lakeside Partners
  • Certified Account Manager (CAM) - Harbor & Co.
  • HubSpot Inbound Sales Certification - 2023
  • Certified Technology Sales Professional - Vantage

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