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Skills

  • Process improvement specialist
  • Training and mentoring
  • Sales expertise
  • CRM
  • Customer Relationship Management Software (CRM)
  • Excellent time management skills
  • Microsoft Outlook, Word and Excel
  • Background in risk assessment
  • Quality assurance standards
  • Shipping, receiving and warehousing

Work Experiences

  • Achieved 53% client upgrades to premium services.
  • Achieved an upsell rate of 39%.
  • Managed a sales team and developed long-term customer relationships while designing and implementing strategic business plans to achieve growth and sales goals.
  • Took responsibility for team productivity and managed work flow to ensure that quality service goals were met or exceeded.
  • Championed the customer feedback loop.
  • Boosted traceability initiatives by managing client correspondence, tracking records, and utilizing data communications.
  • Gathered customer feedback and made process changes in order to exceed 5% customer satisfaction goals.
  • Achieved 44% client retention.
  • Completed upgrades within one year.
  • Achieved a 58% reduction in response time.

Summaries

  • Customer service specialist with over 5 years of experience resolving account and service issues for Customer Service clients.
  • Fluent in Spanish. Personable and professional communicator.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Committed to providing world-class customer service while remaining professional.
  • Talented leader with exceptional program management, interpersonal communication, and administrative management skills.
  • Accounting functions are well-understood, and QuickBooks is a strong suit.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Problem solver who is well-organized and analytical.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and category department guidelines.
  • Customer Service Relationship Manager with 3 years of experience in developing high-performing service-oriented teams and designing customer-oriented programs.

Accomplishments

  • Enabled 45% of clients to upgrade to premium services within 6 months by providing customized consultative solutions.
  • Resolved product issue through consumer testing.
  • Consistently exceeded CSAT and NPS goals by 83% points through strategic improvements to customer support training.
  • Documented and resolved metric which led to procedure.
  • Championed the customer feedback loop, successfully lobbied leadership to implement 3 key initiatives, improving overall experience.
  • Analyzed recurring issue trackers in the CRM system, predicting potential bottlenecks and preventing 18 escalations over the past year.
  • Introduced data-driven decision-making frameworks, leading to a 49% boost in overall operational efficiency.
  • Implemented CRM best practices and data hygiene measures, leading to a 25% more accurate reporting and forecasting.
  • Collaborated with team of 10 in the development of standard.
  • Reduced customer churn by 29% over two years by revamping customer engagement strategies based on NPS surveys.

Affiliations

  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • Instructor, Advanced Strategies for Customer Journey Mapping, hosted by Brightline, 2017
  • Chair, Annual Strategy and Customer Experience Planning Committee, hosted by Lakeside Partners, facilitated process improvements, 2024
  • Mentor, Women in Customer Experience Association (WICX), 2016-Present
  • International Council of Nurses
  • Completed Leadership Training Program: Advanced Client Account Management, Cedar Works, 2021
  • Certified Customer Service Manager (CCSM) via International Customer Service Association (ICSA), achieved in 2019
  • Certified Customer Experience Professional (CCXP) via Customer Experience Professionals Association (CXPA) - Earned certification in 2020
  • American Marketing Association

Certifications

  • Certified Escalation Manager (CEM) - framework
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Certified Customer Onboarding Specialist - Northwind
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Certified Problem Resolution Specialist in Customer Service - Cedar Works

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