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Skills

  • File and data retrieval systems
  • CallSelect communication systems
  • Proficient in Microsoft Excel
  • Scheduling and calendar management
  • Personable
  • Operational improvement
  • Security systems
  • Strategic sales knowledge
  • Inter-department collaboration
  • Computer literate

Work Experiences

  • Answered questions from clients and members of the relationship management department's team.
  • Helped customers understand business HubSpot offerings and made purchases go smoothly.
  • Scheduled meetings with Customer Relationship Managers to address customer concerns and meet their needs.
  • Delegated team tasks based on each Customer Relationship Manager's skill level and knowledge, resulting in a 17% increase in accuracy and productivity.
  • Had planned ahead.
  • Assisted customers at a busy retail store with a monthly revenue of $17.
  • Assisted customers in opening accounts, making deposits, updating information, and performing a variety of routine tasks.
  • Completed documentation and logs, and I created weekly reports that detailed my activities every day.
  • Sought advice.
  • Made a proposal

Summaries

  • Having an unrivaled commitment to customer service.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Ambitious
  • Expert
  • Focused on customer service
  • OSHA certified
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Pragmatic
  • Customers are consistently satisfied, loyalty is built, and retention processes are driven.
  • Assistant Customer Service Manager with a strong background in conflict resolution and persuasion.

Accomplishments

  • Consulted with key accounts to optimize their usage of ServiceNow, contributing to a 55% reduction in support ticket volume.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Improved customer lifecycle KPIs through personalized communications, boosting client retention by 82% over the past year.
  • Assessed and improved customer onboarding procedures for Power BI, reducing early-stage churn by 33%.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Established account management KPIs that led to a 31% increase in team productivity and enhanced customer engagement metrics.
  • Exceeded upsell targets by 6% through tailored solution-selling and customer-need-based consultation.

Affiliations

  • Enrolled in Harvard Business School’s Executive Education program, focusing on strategic customer management and relationship retention.
  • Certified Customer Experience Specialist (CCXS) through Forrester, implementing data-driven approaches for client satisfaction.
  • Certified Solution Architect with the CRM Analytics Association, focusing on CRM reporting and data insights for strategic decision-making.
  • Member of the Institute of Customer Service (ICS), exploring innovative practices in client feedback and retention programs.
  • Member of the Strategic Account Management Association (SAMA), collaborating with peers on customer success metrics and roadmaps.
  • Participant in the Customer Service Summit 2018, discussing strategic engagement planning and improving SLA adherence.
  • Contributing author for the International Customer Management Institute (ICMI), with articles on client engagement and service optimization.
  • Certified Customer Success Manager (CCSM) by Gainsight, specializing in customer success roadmaps and cross-sell strategies.
  • Completed advanced CRM strategy coursework through LinkedIn Learning with a focus on CRM implementation best practices.
  • Volunteer CRM consultant at the Association of Fundraising Professionals (AFP), helping non-profits optimize CRM for donor relations.

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Loyalty Marketing Professional (CLMP) – Loyalty 360
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Feedback & Research Certificate – CX Network 2016
  • Advanced CRM Data Analytics Certification – Salesforce 2018
  • Customer Communications Management Certification – Jira 2018
  • SHRM Certified Professional (SHRM-CP)
  • Customer Value Optimization Specialist (CVO) – DigitalMarketer 2017
  • Customer Advocacy Manager Certification – Lakeside Partners
  • Digital Customer Engagement Professional (DCEP) Certification – Digital Marketing Institute 2017

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