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Skills

  • Customer experience report generation
  • Customer behavior prediction
  • Customer retention strategy development
  • Customer experience analytics
  • Automation in customer support
  • Copywriting expertise
  • Adobe Creative Cloud
  • Product defect rate minimization
  • Customer demographics
  • Market Analysis

Work Experiences

  • Achieved a 59% improvement in response times.
  • Achieved results within one year.
  • Provided market and regional sales information to supervisors and company leaders in order to best meet customer needs and maximize revenue.
  • Analyzed customer journey data using Adobe Creative Suite.
  • Adapted marketing plans for specific audiences based on method and framework research.
  • Achieved a 13% decrease in open support tickets.
  • Exceeded sales goals by 17% by effectively applying analyzed data to marketing campaigns and sharing data across departments.
  • Benchmarked customer care practices.
  • Mentored and guided the executive team to improve profitability, marketing strategy, and communications planning during business development decision-making.
  • Boosted positive feedback by 48%.

Summaries

  • Achieved a 58% growth in new revenue opportunities.
  • Excellent attention to detail as well as a creative mindset.
  • Analyst with expertise in high-priority issue management, handling escalated complaints and reducing repeat contacts by 59% through process re-engineering.
  • Achieved results over two years.
  • Marketing specialist with a passion for creating successful campaigns and product marketing plans that satisfy clients and meet challenging goals.
  • Collaborated with executive leaders to inform business strategies through detailed customer experience reports, driving a 25% point improvement in NPS.
  • Analyst with expertise in high-priority issue management.
  • Accomplished in NPS tracking and delivering customer experience reports that informed high-level business decisions, contributing to a 61% improvement in satisfaction scores.
  • Innovative campaigns and thorough research are hallmarks of this firm.
  • Achieved higher service scores.

Accomplishments

  • Collaborated with team of 6 in the development of method.
  • Directed the design and execution of customer satisfaction surveys, resulting in a 20% increase in positive feedback in 2015.
  • Developed and implemented an automated VoC analysis platform, reducing manual reporting by 51% and allowing for real-time issue identification.
  • Documented and resolved program which led to framework.
  • Identified key pain points in customer journeys through analytics, leading to process improvements that reduced churn by 36%.
  • Contributed to the successful implementation of a chatbot for tier-one inquiries, reducing live agent volume by 45% and increasing efficiency.
  • Analyzed customer feedback trends to identify training gaps, which resulted in a 27% improvement in agent performance metrics over 6 months.
  • Facilitated training programs on customer care excellence strategies, reducing average call handling time by 39% in two years.
  • Conducted comprehensive customer journey mapping, resulting in a 38% increase in first-contact resolutions over the past year.
  • Produced weekly data-driven insights for leadership that improved underperforming service areas, achieving a 37% enhancement in response times.

Affiliations

  • American Marketing Association
  • Society of Women Engineers
  • Data-Driven Customer Support Excellence Seminar 2019 Portland
  • Executive Management Institute for Customer Relations
  • Lions Club
  • Association of Information Technology Professionals
  • Society for Consumer Research Analysts
  • Rotary International
  • Customer Satisfaction Analysts Forum
  • Lean Six Sigma for Customer Care Professionals ITIL

Certifications

  • Behavioral Science and Analytics Certification by procedure
  • Advanced Customer Analytics Certification from Northwind
  • Certified Customer Experience Professional (CCXP) by the Customer Experience Professionals Association (CXPA)
  • ISO 9001:2015 Lead Auditor Certification for Customer Care Processes
  • Microsoft Certified Systems Engineer (MCSE)
  • Lean Six Sigma Yellow Belt for Operational Excellence in Customer Service
  • Certified Social Media Customer Service Specialist by process
  • Project Management Professional (PMP)
  • Microsoft Power BI Data Analyst Associate
  • CompTIA A+ Technician

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