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Skills

  • Relationship development
  • Knowledge of VA loan process
  • Planning and coordination
  • Experian Credinomics
  • Operational improvement
  • Team building
  • Communications
  • Collections proficiency
  • Insurance billing
  • Customer service-focused

Work Experiences

  • Examined the applicants' financial situation, credit history, and property evaluation to determine the feasibility of granting a loan.
  • Built strong, long-term relationships with clients by offering ongoing portfolio reviews and transparent communication about market performance.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved a 27% reduction in client churn by successfully implementing a new retention campaign targeted at high-risk accounts.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Salesforce was delivered to customer locations by me.
  • Outperformed my quarterly sales targets by 4%.
  • Achieved this for 9 years running.
  • Achieved time savings.
  • Ordered credit reports, appraisals, and preliminary title reports as part of the loan origination process.

Summaries

  • Exceeds sales targets on a regular basis.
  • Portfolio Retention Specialist with workflow optimization and data analysis abilities.
  • Active leader with excellent communication and collaboration skills.
  • Achieved a 37% reduction in cancellations.
  • Proficient in promoting method by leveraging client relations and workflow optimization knowledge.
  • Achieved a 31% improvement in overall client satisfaction.
  • Achieved a 39% increase in client satisfaction.
  • Achieved long-term client loyalty.
  • Multilingual and fluent in Spanish and French, with a strong grasp of cultural differences.
  • Project management in procedure settings and risk assessment in performance reporting settings.

Accomplishments

  • Created contingency plans for at-risk clients that mitigated loss, driving consistent portfolio retention rates of 66% over two years.
  • Automated post-renewal follow-ups, leading to a quicker touchpoint response rate that boosted overall customer satisfaction ratings by 63%.
  • Implemented strategic retention initiatives that improved client portfolio stability, resulting in a 77% decrease in annual churn rate.
  • Developed automated reporting dashboards using Power BI to track key retention metrics, which reduced manual reporting by 12 hours per month and facilitated quicker decision-making.
  • Managed a high-value client portfolio of 11 clients, maintaining an overall retention rate of 30% over the past year.
  • Utilized predictive analytics from SAP to identify potential churn candidates and implemented preemptive actions that improved retention rates by 49%.
  • Executed quarterly business reviews for key accounts, helping to retain 44% of a high-value client portfolio in Customer Service.
  • Monitored portfolio health metrics through monthly reporting, providing insights that led to a 55% reduction in client churn over the past year.
  • Utilized data analytics tools such as Salesforce to forecast churn risks and initiated proactive outreach, reducing customer attrition by 79%.
  • Analyzed portfolio risk factors using procedure, and created customized engagement plans that reduced churn for 67% of at-risk accounts.

Affiliations

  • Graduate, Executive Program in Customer Retention Strategies at framework - 2019
  • Member, Global Forum for Advanced Customer Retention Techniques - 2018
  • Member, Revenue Optimization Network (RON) - 2024
  • Certificate in Revenue Recovery and Risk Management from standard - 2022
  • Active Participant, Loyalty360 Webinar Series on Customer Lifecycle Management - 2021
  • Graduate, Certification in Predictive Analytics and Portfolio Management from Vantage - 2023
  • Committee Member, Customer Retention Policy Review, Ironclad Systems - 2021
  • Speaker, National Customer Retention Symposium in Raleigh - 2022
  • Member, Customer Experience Professionals Association (CXPA) 2021
  • Member, Customer Retention Council (CRC) - 2020

Certifications

  • Microsoft Office Specialist (MOS)
  • Certified Retention Strategist (CRS) - Beacon Labs
  • Certified Portfolio Analyst (CPA) - Summit Group
  • CompTIA Network+
  • Certified Customer Loyalty Professional (CCLP) – Summit Group
  • Association for Project Management (APM)
  • Customer Experience (CX) Certification – Vantage
  • Behavioral Science for Customer Retention - Harbor & Co.
  • Customer Success for Managers by Gainsight
  • Digital Customer Success Certification - SuccessHACKER

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