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Skills

  • Business review framework (QBR/MBR)
  • Credit card processing
  • Client portfolio management
  • Strategic sales knowledge
  • Customer retention strategy development
  • Staff education and training
  • Churn risk assessment and mitigation
  • Client success metrics analysis
  • Account management
  • Stock management

Work Experiences

  • Acquired 14 new customers, resulting in 10% revenue for the team.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.
  • Customer service training processes were implemented and developed by me.
  • Welcomed, greeted, and assisted customers, generating $9 in one year revenue in a high-traffic store.
  • Increased the team's revenue by over $4 in sales.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Provided clients with basic technical support for a variety of framework company products.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Handled over 15 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Customer Service clients.
  • Customer Success Advocate is a service-oriented Customer Success Advocate with unrivaled customer service, task prioritization, and time management skills.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Clear understanding of cross-functional collaboration and stakeholder engagement as well as workflow optimization training.
  • Customer Success Advocate with 2 years of experience in dealing with customer requests and concerns.
  • Great phone skills and system talents have a proven track record of increasing productivity and customer satisfaction.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Workday expert with 9 years of experience in related roles.

Accomplishments

  • Partnered with the sales team to identify upsell and cross-sell opportunities, increasing overall account revenue by 48%.
  • Developed a retention-focused playbook that helped boost the average customer satisfaction rating to 63% within three years.
  • Redefined client engagement models, enabling our team to handle 16% more accounts without sacrificing quality.
  • Provided successful de-escalation techniques for high-impact client situations, reducing escalated tickets by 56%.
  • Collaborated closely with cross-functional teams to reduce customer churn by 17% through personalized engagement efforts.
  • Managed customer success initiatives for high-profile accounts, generating a 66% increase in upsell opportunities over the past year.
  • Streamlined client onboarding process, reducing time to value by 71% for 10 key accounts.
  • Focused on customer lifecycle optimization, leading to a 16% increase in renewals for enterprise-level clients.
  • Pioneered a success-driven outreach program that supported over 12 customers, with 39% showing improvements in product usage.
  • Transitioned 11 customers from legacy systems to metric, achieving a 15% customer satisfaction rate post-implementation.

Affiliations

  • Digital Customer Experience Community & Events
  • HubSpot User Group Austin
  • CX Practitioners Global Community
  • Certified Customer Success Manager (CCSM) system
  • Customer Support Leaders Network
  • American Marketing Association
  • Association of Information Technology Professionals
  • Customer Service Excellence Award Nominee, 2015
  • Association of Customer Experience (ACE)
  • CSM Leadership Circle Forum

Certifications

  • Salesforce
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Customer Success for Technical Products - method
  • Certified Relationship Manager - Northwind
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Customer Success Mastermind Program - initiative
  • Customer Experience Optimization Specialist Certification
  • SHRM Certified Professional (SHRM-CP)

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