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Skills

  • Account list growth strategies
  • Churn risk assessment and mitigation
  • International sales support
  • POS systems expert
  • Client success metrics analysis
  • Customer retention analysis
  • Order fulfillment
  • Conflict resolution and negotiation
  • Retail store support
  • Multi-line phone talent

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Assisted and cross-trained other customer service managers.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Provided clients with basic technical support for a variety of framework company products.
  • Increased the team's revenue by over $4 in sales.
  • Processed 17 invoices and mailed documentation to clients each one year.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Strengths in process improvement and risk assessment backed up by Customer Service training.
  • Hardworking Customer Success Advocate with 13 years of telecommuting experience meeting customer needs.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Workday expert with 9 years of experience in related roles.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Worker with a strong understanding of framework organization and process product issues.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Clear understanding of cross-functional collaboration and stakeholder engagement as well as workflow optimization training.

Accomplishments

  • Identified key risk indicators that forecasted churn potential, mitigating risk for 18 high-value clients and increasing retention by 55%.
  • Collaborated closely with cross-functional teams to reduce customer churn by 17% through personalized engagement efforts.
  • Enhanced feedback loops between customers and product teams, directly influencing the roadmap and leading to a 69% adoption rate of new features.
  • Standardized reporting for customer health metrics, integrating customer feedback into monthly performance reviews.
  • Designed and delivered a series of customer training resources that led to a 36% decrease in product-related complaints within 6 months.
  • Reduced mean time to resolution (MTTR) by 58% through improved team training and escalation handling protocols.
  • Reduced service tickets by 25% by launching a redesigned customer self-service portal utilizing Power BI.
  • Improved the customer feedback mechanism, leading to a 54% increase in actionable insights shared across the company.
  • Collaborated with the product team to enhance features based on client feedback, boosting customer satisfaction with release updates by 60%.
  • Implemented advanced CRM workflows to automate follow-ups, reducing manual efforts by 21% while enhancing data accuracy.

Affiliations

  • Certified Professional in Customer Experience (CPCX) – procedure
  • International Association of Customer and Contact Centers (IACCC)
  • Society of Human Resource Management
  • Client Success Community Network
  • Lions Club
  • Zendesk Customer Success Group Columbus
  • CRM Software Professional Network
  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • Enterprise Customer Success Managers' Group

Certifications

  • Zendesk Support Administrator Certification
  • ITIL Foundation Certification for Customer Success Professionals
  • Net Promoter Score (NPS) Practitioner Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • Certified Technical Support Professional (CTSP) Harbor & Co.
  • Customer Relationship Management (CRM) Certification - Beacon Labs
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)

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