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Skills

  • Dinner service planning
  • Accurate payment posting
  • Inspection reviews
  • Cash application
  • MS Office
  • Problem resolution
  • Client relationship management
  • Cross-functional team collaboration
  • Budgets
  • Bookkeeping

Work Experiences

  • Analyzed customer pain points using CRM data insights, resulting in the introduction of HubSpot enhancement that reduced complaints by 62%
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Achieved results over several months.
  • Achieved Outstanding Service Award in 2015.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Assisted clients in implementing HubSpot features and ensured seamless integration, decreasing onboarding time by 13 days.
  • Assisted clients in implementing Power BI features.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Achieved a 41% reduction in churn.
  • Clear understanding of team leadership and budget management as well as strategic planning training.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent collection and claims procedures knowledge, as well as strong communication skills for resolving customer issues.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 30% retention rate.
  • Accomplished in leading contract renewal negotiations for 8 major accounts, securing a 34% contract renewal success rate.
  • Accounts Receivable Specialist with 10 years of experience in the accounts receivable function.
  • Procedure are well-understood.

Accomplishments

  • Monitored and ensured compliance with service level agreements (SLAs), maintaining an 39% on-time delivery rate over several months.
  • Developed and deployed customer loyalty initiatives, leading to an increase in repeat business by 43% over several months.
  • Collaborated with team of 9 in the development of framework.
  • Identified and corrected inefficiencies in the account management process, reducing response time by 68% and enhancing client experience.
  • Leveraged CRM tools to conduct detailed analysis on customer engagement, leading to personalized outreach campaigns and a 71% growth in renewals.
  • Successfully closed 16 critical accounts exceeding quarterly renewal targets by 32% through diligent account oversight and strategic follow-ups.
  • Partnered with sales and marketing teams to identify and qualify inbound leads, achieving a conversion growth of 40% over two years.
  • Collaborated with cross-functional teams on customer success initiatives that boosted account expansion rates by 84%, driving overall company growth.
  • Provided technical training to clients on SAP, reducing the volume of support inquiries by 24% and improving customer autonomy.
  • Awarded Excellence Award in 2020 for exceeding customer satisfaction goals, setting a benchmark for the account management team.

Affiliations

  • American Medical Informatics Association
  • Global Account Management Association
  • International Contact Center Association (ICCA)
  • American Marketing Association
  • Association for Talent Development (ATD) - Customer Service Training & Development
  • Revenue Optimization Professionals Association
  • International Institute of Business Analysis (IIBA) - Customer Engagement Focus
  • Freemason
  • International Association of Customer Engagement (IACE)
  • Local Chamber of Commerce - Customer Service Committee

Certifications

  • Certified Sales and Service Executive (CSSE) - Northwind
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Technical Support Specialist (CTSS) - Summit Group
  • Professional Certified Marketer (PCM) – American Marketing Association (AMA)
  • Certified Professional in Customer Service (CPCS) - Summit Group
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • First Aid/CPR Certified
  • Certified Customer Success Manager (CCSM) - Meridian
  • Certified Public Accountant

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