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Skills

  • Supervision
  • Contract negotiation and renewal management
  • Customer service
  • Communications
  • MS Office
  • Policy and procedure modification
  • Business Administration
  • Conflict resolution
  • Business operations
  • Customer retention strategy development

Work Experiences

  • Achieved results over a 2020 year period.
  • Achieved President's Club for excellence in customer relations management.
  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Accomplished this over a 2015-year span.
  • Achieved a 69% recovery in client satisfaction.
  • Effectively managed costs and billing, as well as financial discrepancies, by using initiative software to organize account information.
  • Analyzed current customer service trends and implemented a refined ticketing system, improving ticket closure rates by 28%.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.

Summaries

  • Team player who is methodical and detail-oriented and has expertise in stakeholder engagement.
  • Senior Customer Relations Manager is a multi-talented Senior Customer Relations Manager who is consistently rewarded for planning and operational improvements.
  • Meticulous Senior Customer Relations Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Workday.
  • Achieved 82% retention rates.
  • French and Portuguese are both conversational.
  • Accomplished Senior Customer Relations Manager adept at managing cross-functional teams, driving CRM software integrations, and reducing customer inquiry response times by 82% to enhance overall client experience.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Highly skilled in strategic planning terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Accomplished in customer escalations management, reducing churn by 48% across Boston while safeguarding core business relationships with key accounts.

Accomplishments

  • Revamped the case management protocol for VIP clients, reducing average resolution time from 9 days to 11 days, enhancing client satisfaction levels.
  • Implemented a continuous improvement program for customer service, resulting in a year-over-year improvement of 30% for customer satisfaction ratings.
  • Developed performance KPIs for the customer service team and spearheaded weekly reviews, resulting in a 76% increase in team performance within 2021 months.
  • Implemented self-service tools and resources that decreased the volume of support tickets by 59% and improved overall customer convenience.
  • Introduced an AI-driven ticketing system that automated 24% of inquiries, resulting in a 35% decrease in response time and service costs.
  • Redefined escalation protocols, reducing the number of escalated cases by 52% and decreasing average escalation resolution time by 13 days.
  • Worked closely with marketing to align retention strategies on high-value customers, achieving an annual retention increase of 38%.
  • Organized weekly feedback sessions with the product team based on customer pain points, leading to 33% improvement in product satisfaction scores.
  • Collaborated with team of 12 in the development of framework.
  • Managed escalations for tier-3 cases, effectively mitigating risk and improving customer satisfaction scores by 41% across 8 key accounts.

Affiliations

  • Institute of Customer Service Excellence
  • Harvard ManageMentor - Customer Focus Certificate Alumni
  • Global Call Center Quality Standards Certification Body
  • Jaycees
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • Customer Experience Foundation
  • American Customer Satisfaction Index (ACSI) Affiliate
  • International Association of Administrative Professionals
  • International Association of Business Communicators (IABC)

Certifications

  • Advanced Salesforce Developer Certification - Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Certified Customer Success Manager (CCSM) - Brightline
  • HubSpot CRM Certification - HubSpot Academy
  • ITIL Foundation Certification - AXELOS
  • Cisco Certified Network Associate (CCNA) – Cisco
  • Digital Marketing Certification - process
  • Microsoft Certified Systems Engineer (MCSE)

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