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Skills

Communications
Client loyalty programs
Equifax Application Engine
RFI Scanners
Business process improvement
Organization
Strategic thinking
Problem resolution
Contract negotiation
Data-driven decision making

Work Experiences

Analyzed client behavior and transaction patterns.
Achieved a 59% drop in voluntary portfolio closures.
Analyzed client behavior and transaction patterns to proactively address potential issues, reducing cancellations by 38%.
Was in charge of maintaining the loan applicant database on a daily basis.
Achieved a 64% conversion rate for at-risk portfolios.
Was in charge of all tasks delegated to me, including performance reporting and workflow optimization.
Achieved a 24% increase in client renewals.
Automated portfolio management.
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.

Summaries

Portfolio Retention Specialist who is organized and capable of identifying and resolving complex financial issues.
Active leader with excellent communication and collaboration skills.
Program and procedure have a proven track record.
Successful Loan Officer who is able to consistently meet sales targets while providing the highest level of customer service.
ITIL certified
Portfolio Retention Specialist is a hardworking and dependable Portfolio Retention Specialist who excels at process improvement and strategic planning.
Customer Service student seeking hands-on experience through an internship in process improvement.
Asana and QuickBooks experts with exceptional interpersonal skills.
Achieved a 31% improvement in overall client satisfaction.
Achieved a 63% reduction in client churn.

Accomplishments

Conducted one-on-one client consultation sessions as part of a personalized retention strategy, resulting in a 54% improvement in account renewals.
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.
Led cross-departmental business process improvements that streamlined client retention efforts, shortening resolution time by 13% and improving KPI performance.
Enhanced customer engagement by launching a new communication cadence, which resulted in an increase in portfolio utilization by 45%.
Analyzed customer behavior and product utilization using Jira, identifying early churn indicators and acting to retain 7 at-risk accounts.
Monitored portfolio health metrics through monthly reporting, providing insights that led to a 55% reduction in client churn over the past year.
Analyzed portfolio risk factors using procedure, and created customized engagement plans that reduced churn for 67% of at-risk accounts.
Collaborated with the product development team to integrate customer feedback into the roadmap, driving a 77% increase in both usage and client retention.
Automated post-renewal follow-ups, leading to a quicker touchpoint response rate that boosted overall customer satisfaction ratings by 63%.

Affiliations

Certified Client Retention Professional (CCRP) from the Professional Association for Customer Engagement - 2024
Speaker, National Customer Retention Symposium in Raleigh - 2022
Member, Account Management Leadership Council (AMLC) - 2021
Certificate in Revenue Recovery and Risk Management from standard - 2022
Workshop Participant, Effective Contract Negotiation and Client Retention hosted by Meridian - 2023
Active Participant, Loyalty360 Webinar Series on Customer Lifecycle Management - 2021
Co-founder/Secretary, Regional Retention Specialist Forum in Seattle - 2019
Certified in Relationship Management for Strategic Account Holders, category - 2023
Member, Portfolio Management Institute (PMI) - 2023
Facilitator, Client Retention Strategy Lab at process - 2016

Certifications

Certified Churn Management Professional (CCMP) - Meridian
Certified Client Relationship Manager (CCRM) - ServiceNow by Lakeside Partners
Certified Professional in Customer Retention (CPCR) - Lakeside Partners
Certified Public Accountant (CPA)
Certified Business Analysis Professional (CBAP)
SAP Certified Application Associate
Certified Customer Loyalty Professional (CCLP) – Summit Group
Customer Success Manager (CSM) Certification Brightline
Association for Project Management (APM)
Client Retention Metrics & Analysis Certification - Harbor & Co.

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