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Skills

  • Regulatory compliance
  • Business operations
  • MS Office
  • Contract negotiation and renewal management
  • Data entry
  • Relationship development
  • Supervision
  • Customer retention strategies
  • Process improvement
  • Credit and collections

Work Experiences

  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Achieved results by 2016.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Collaborated with the analytics team.
  • Achieved a 81% improvement in overall customer satisfaction.
  • Aligned customer service deliverables with strategic objectives.
  • Achieved a 68% uplift in team productivity.
  • Organized corporate and office conferences for company employees and guests.
  • Collaborated cross-functionally with marketing and product teams to optimize retention strategies, leading to a 17% increase in renewals.

Summaries

  • With over 10 years of experience in the Customer Service field, I am a well-organized Office Manager.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Customer Service administrative office management, related regulatory guidelines, and project management certified ITIL and Customer Support Retention Manager.
  • Accomplished Retention Manager skilled in cross-functional teamwork with a focus on enhancing customer-centric strategies and delivering tangible business results.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • To meet project objectives, prioritize projects and multitask effectively.
  • Achieved a 70% reduction in canceled accounts.
  • Accomplished in streamlining processes, reducing escalated customer complaints by 77% through comprehensive training and system improvements.
  • Achieved a 33% increase in long-term customer satisfaction.
  • With 9 years of Customer Service experience, I am a well-organized Administrative professional with excellent multitasking abilities.

Accomplishments

  • Integrated customer success best practices into CRM workflows, improving customer context in touchpoints and increasing renewal rates by 20%.
  • Designed loyalty and rewards programs based on customer feedback, which boosted overall customer loyalty and retention by 62% over three years.
  • Created detailed customer retention reports and presented findings to upper management, resulting in the adoption of new risk-mitigation strategies.
  • Introduced an escalated customer feedback process that reduced negative reviews by 19% and increased customer referrals.
  • Reduced support ticket response times by an average of 65% through effective call center management practices, improving NPS.
  • Formulated and measured key customer success KPIs, resulting in data-driven decisions that improved engagement and decreased churn.
  • Used detailed customer segmentation to deliver personalized support strategies, achieving client satisfaction improvement of 21%.
  • Conducted quarterly business reviews with key stakeholders from Lakeside Partners, improving renewal forecasts accuracy by 15%.
  • Resolved 16 of priority customer issues, successfully recovering over 14 in revenue and improving client trust and loyalty.
  • Reduced overall churn by 83% by proactively identifying at-risk accounts through detailed data analysis and customer feedback insights.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Certified Customer Retention Specialist (PMP), 2018
  • Certified Customer Experience Professional (CCXP), 2018
  • National Association of Social Workers
  • Customer Experience Advisory Committee, Summit Group
  • American Medical Informatics Association
  • Customer Relationship Management Users Group (CRMUG) Member
  • Customer Support Professionals Network (CSPN)
  • Society of Women Engineers
  • International Association of Customer Contact Professionals (IACCP)

Certifications

  • Zendesk Customer Support Certification
  • Customer Success and Retention Essentials – Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • Certified Customer Success Manager (CCSM) - Northwind
  • Advanced Customer Success Leadership – Harbor & Co.
  • Certified Support Professional (CSP), Meridian
  • First Aid/CPR Certified
  • CompTIA Network+
  • Inbound Customer Service Certification – Beacon Labs

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