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Skills

  • Database administration
  • Team management
  • Organization
  • Call Center Management
  • Supervision
  • CRM Management (category)
  • Business operations
  • First Aid/CPR
  • Customer Behavior Tracking
  • Process improvement

Work Experiences

  • Collaborated with the analytics team.
  • Achieved results within 2022.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Achieved results over initiative.
  • Boosted team morale.
  • Achieved 45% increase in retention.
  • Aligned customer service deliverables with strategic objectives.
  • Collaborated with executive leadership.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.

Summaries

  • Clear understanding of performance reporting and cross-functional collaboration as well as vendor management training.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Achieved 32% higher satisfaction rates.
  • Team player who is methodical and detail-oriented and has expertise in project management.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Achieved a 70% reduction in canceled accounts.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Professional in office management and administration with 17 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Customer Support Retention Manager.

Accomplishments

  • Documented and resolved metric which led to category.
  • Resolved 16 of priority customer issues, successfully recovering over 14 in revenue and improving client trust and loyalty.
  • Developed cross-departmental collaboration processes, improving customer experience touchpoints and increasing NPS by 85% within 9 months.
  • Established a customer retention dashboard utilizing Jira, which provided real-time insights and trends, reducing reaction time to account health risks.
  • Designed and delivered tailored customer success training to a team of 3, enhancing product knowledge and increasing customer retention by 22%.
  • Conducted quarterly business reviews with key stakeholders from Lakeside Partners, improving renewal forecasts accuracy by 15%.
  • Resolved product issue through consumer testing.
  • Stayed current with industry trends and customer service technologies by completing CPA and employing new strategies to drive retention.
  • Mentored and trained 10 new customer support representatives, leading to faster upskilling and improved retention of top-performing agents.
  • Collaborated with team of 13 in the development of method.

Affiliations

  • American Marketing Association
  • Customer Experience Forum – Annual Speaker/Panelist, 2020
  • Customer Support Professionals Network (CSPN)
  • Customer Success Association (CSA)
  • Association for Support Professionals (ASP)
  • National Customer Service Association (NCSA)
  • Certified Customer Retention Specialist (PMP), 2018
  • Toastmasters
  • Customer Experience Professionals Association (CXPA)
  • Certified Call Center Manager, 2020

Certifications

  • Apple Certified Associate (ACA)
  • Customer Retention Specialist (CRS) - Lakeside Partners
  • Advanced Customer Success Leadership – Harbor & Co.
  • Building Effective Retention Strategies – Vantage
  • Leadership in Call Center Management – Northwind
  • ITIL® 4 Foundation – Service Management
  • Certified Customer Experience Specialist (CCXP) - Summit Group
  • CX and Retention Leadership – Summit Group
  • Project Management Professional (PMP)
  • Leadership and Retention Strategy in Customer Support – Beacon Labs

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