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Skills

  • Proficient in Microsoft Excel
  • Key account management
  • Salesforce software
  • Event coordination
  • Medicare and Medicaid eligibility
  • Schedule management
  • Personable
  • i-channel contact center software
  • Administrative support
  • Operational improvement

Work Experiences

  • Created department budgets by analyzing historical data, forecasting spending, and calculating actual costs.
  • Used automation to manage client correspondence, record tracking, and data communications in the office.
  • Guided
  • Helped customers understand business HubSpot offerings and made purchases go smoothly.
  • Was in charge of billing, collection, and reporting for a metric office that generated over $3 per year.
  • Did some research.
  • Started it.
  • Assisted customers at a busy retail store with a monthly revenue of $17.
  • Identified
  • Increased revenue by employing highly effective collection techniques while adhering to regulatory compliance guidelines.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Innovative
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Motivator and problem solver with a lot of experience.
  • Customer Service Representative with experience working in a fast-paced environment who is personable and deadline-oriented.
  • Assistant Customer Service Manager with a strong background in conflict resolution and persuasion.
  • Reliable Assistant Customer Service Manager with experience leading teams and operations.
  • Customers are consistently satisfied, loyalty is built, and retention processes are driven.
  • Ambitious
  • Articulate

Accomplishments

  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Improved customer lifecycle KPIs through personalized communications, boosting client retention by 82% over the past year.
  • Played a key role in a product adoption initiative, advising 11 enterprise clients and improving overall customer product usage by 41%.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Analyzed customer lifecycle trends to identify cross-sell opportunities, resulting in a 57% increase in revenue over three years.
  • Led a cross-functional team in developing a new CRM campaign strategy, which increased qualified lead generation by 54%.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully turned around a high-churn account by creating a personalized recovery plan, resulting in a 83% renewal rate by the end of the cycle.
  • Reduced customer response time by 65% by implementing automated communication systems and streamlining internal processes.

Affiliations

  • Attend annual Customer Contact Week (CCW) conferences to stay updated on the latest trends in customer retention strategy and SLA management.
  • Member of the Customer Experience Professionals Association (CXPA) since 2020, attending regular webinars on improving customer satisfaction and engagement.
  • Engaged member of the National Customer Service Association (NCSA), sharing insights on service-level agreements and customer satisfaction.
  • Member of the Customer Success Leadership Network (CSLN) with a focus on customer renewal strategies and high-value client retention.
  • Certified in Emotional Intelligence training through the EQ Training Network, specializing in interpersonal communication for customer success.
  • Enrolled in Harvard Business School’s Executive Education program, focusing on strategic customer management and relationship retention.
  • Member of the Strategic Account Management Association (SAMA), collaborating with peers on customer success metrics and roadmaps.
  • Part of the Customer Journeys Synergy Program, collaborating with CRM professionals to improve customer lifecycle strategies.
  • Affiliate of the American Society for Quality (ASQ), leveraging certifications in customer-focused quality management to improve service delivery.
  • Active participant in the CRM User Group Network, contributing to discussions on advanced CRM customizations and integrations.

Certifications

  • CompTIA Security+
  • Certified Marketing Automation Specialist - initiative - 2021
  • ServSafe
  • Customer Feedback & Research Certificate – CX Network 2016
  • SAP Certified Application Associate
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Customer Communications Management Certification – Jira 2018
  • Certified Customer Relationship Management Professional (CCRMP) – 2021
  • CompTIA A+ Technician
  • CRM Platform Integration Specialist – Asana 2023

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