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Skills

  • Supervision
  • Accounts reconciliation
  • Client Retention Strategies
  • CRM Software Power BI Proficiency
  • Scheduling and calendar management
  • Report writing
  • Event coordination
  • Operational improvement
  • Escalation management
  • CRM and office management software

Work Experiences

  • Hired and recruited highly talented individuals who brought vendor management and workflow optimization to the department, resulting in increased team efficiency.
  • Increased productivity, managed accounts, planned itineraries, and scheduled client and leadership meetings.
  • Oversaw travel arrangements for employees traveling domestically and internationally, including hotel reservations, car rentals, and airfare.
  • Achieved customer success goals by strategically aligning the team with corporate objectives, securing an average ticket closure rate under several months hours.
  • Created department budgets by analyzing historical data, forecasting spending, and calculating actual costs.
  • Achieved a 22% sales increase.
  • Created professional letters, presentations, and spreadsheets that were free of errors.
  • Increased revenue by employing highly effective collection techniques while adhering to regulatory compliance guidelines.
  • Achieved a 24% reduction in absenteeism.
  • Was in charge of converting management directives into actionable directives for front-line employees.

Summaries

  • Successful in meeting and exceeding business objectives while satisfying customer needs.
  • Professional with a strong sense of responsibility who provides executive support and team leadership to business operations.
  • Individual with cross-functional collaboration and process improvement skills who is highly communicative and personable.
  • Expert in process with a strong aptitude for implemented and improved.
  • Multilingual and fluent in Japanese and Spanish, with a strong grasp of cultural differences.
  • Workflow optimization Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Results-oriented Customer Service professional with client relations, workflow optimization, and client relations strengths.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Category and metric have a proven track record.

Accomplishments

  • Improved customer retention rates by 44% through the successful implementation of a targeted rewards program.
  • Reduced employee turnover rates by 51% via a retention strategy involving career growth opportunities and feedback programs.
  • Reduced customer ticket backlog by 25% by optimizing workflow processes and enhancing support staff training programs.
  • Set up a multilingual support team, expanding customer service delivery to Boston and improving client satisfaction by 62%.
  • Created a customer success team that increased upsell opportunities, leading to a 16 revenue boost within one year.
  • Effectively mitigated customer churn by analyzing feedback, leading to a 24% improvement in customer retention.
  • Implemented automation techniques in customer data tracking, reducing manual input errors by 38% and enhancing data accuracy.
  • Achieved Top Performer for best customer experience in 2019, maintaining a consistent 68% satisfaction rate over 3 interactions.
  • Managed a team of 13 customer service representatives, increasing first-contact resolution by 34% over 6 months.
  • Developed a data-driven strategy for customer segmentation, leading to more personalized service and a 76% boost in loyalty sign-ups.

Affiliations

  • Affiliated with the Customer Success Association (CSA) to network with professionals focused on long-term customer success and loyalty.
  • Member of the Help Desk Institute (HDI) to stay current with best practices in customer support operations and client retention strategies.
  • Participant in LinkedIn Learning's Customer Service Manager Training Series, focusing on proactive retention strategies and leadership techniques.
  • Member of the National Association of Call Centers (NACC), collaborating on methods for optimizing call center turnaround times.
  • Collaborated with the Institute of Service Excellence (ISE) to reduce advocate escalation timelines using data-driven solutions.
  • Regular participant in the Customer Service Excellence Program (CSEP) to refine methodologies for enhancing customer interactions across digital channels.
  • Affiliated with the American Customer Satisfaction Index (ACSI) through membership to leverage industry-leading customer satisfaction practices.
  • Engaged in the Customer Experience Professionals Association (CXPA), with a focus on improving customer satisfaction and resolution times.
  • Affiliated with the Business Process Improvement Institute (BPII) to learn and apply cutting-edge process restructuring in customer service environments.
  • Certified Professional through the Customer Service Institute of America (CSIA), specializing in customer feedback analysis and service improvement.

Certifications

  • Certified Customer Complaint Resolution Specialist (CRS)
  • Certified Information Systems Auditor (CISA)
  • Certified CRM Administrator (via system)
  • Management and Strategy Institute (MSI) Six Sigma Lean Professional (SSLP)
  • Microsoft Office Specialist (MOS)
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR
  • CompTIA Security+
  • Certified Customer Service Manager (CCSM)
  • Certified Workforce Planning Professional (CWPP)

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