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Skills

  • Insurance billing
  • P&L Management
  • Cross-departmental collaboration
  • Pipeline management
  • Planning and coordination
  • Inventory management
  • Bilingual Communication Skills framework and standard
  • Copywriting abilities
  • Supervision
  • Invoice generation

Work Experiences

  • Created training materials.
  • Automated follow-up processes through CRM systems, reducing time spent on customer inquiries and improving satisfaction by 70%.
  • Collaborated with the sales team.
  • Researched consumer opinions and marketing strategies in collaboration with the marketing team.
  • Achieved results within three years.
  • Achieved a 76% improvement in contract renewals.
  • Based on customer behavior analysis.
  • Authored training programs designed to empower customer service teams, improving client retention across the company by 45%.
  • Helped clients determine and improve their market positioning.
  • Created a referral incentive program which led to a 80% increase in both client retention and new customer acquisitions.

Summaries

  • Motivating leader who has built and managed system teams in the past.
  • Multilingual and fluent in Portuguese and Japanese, with a strong grasp of cultural differences.
  • Over 9 years of industry success, a diligent Market Research Analyst skilled in survey coordination and execution has demonstrated.
  • Dedicated to creating effective campaigns and product marketing plans that satisfy clients and meet challenging goals.
  • Professional who is both intelligent and insightful.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Proficient in promoting process by leveraging process improvement and strategic planning knowledge.
  • Achieved a 38% improvement in loyalty metrics.
  • Standard and category have a proven track record.
  • Strategic and collaborative, with strong networking skills and a track record of forming strong professional alliances.

Accomplishments

  • Monitored and analyzed customer sentiment via surveys and engagements, leading to a 61% increase in repeat business over 6 months.
  • Reduced customer response time by 41% after implementing a restructured client outreach program.
  • Created and executed personalized outreach strategies for small businesses, reducing customer churn by 39% over a one year.
  • Developed and delivered a series of webinars for small business customers, increasing product adoption by 60%.
  • Led the initiative to develop and roll out surveys to analyze small business customer pain points, reducing churn by 58% after implementing key recommendations.
  • Partnered with the marketing team to create and update loyalty programs, which helped in increasing repeat business by 71% in 6 months.
  • Established a cross-department collaboration process that empowered sales and support to share insights, leading to a 70% improvement in renewal rates.
  • Formulated retention strategies based on customer lifecycle analysis which improved upsell rates by 63% within 18 months.
  • Revamped the client feedback system, garnering actionable insights and leading to a 57% increase in customer retention within one year.
  • Implemented a Net Promoter Score (NPS) initiative to regularly gauge satisfaction, leading to a 49% improvement in loyalty metrics over the past year.

Affiliations

  • Certified Customer Success Manager (CCSM) from SuccessCOACHING Academy, completed coursework on revenue growth through client renewals.
  • Contributor to the Global CX Network, providing insights and recommendations for improving post-sale customer engagement.
  • Participant in the Annual Client Retention Summit, driving discussions on improving renewal rates through personalized client success plans.
  • Affiliated with the American Small Business Alliance (ASBA), supporting small business success through expert consultation in client retention.
  • Active member of the Small Business Development Center (SBDC) Network, collaborating on retention programs for growing SMEs.
  • Certified Specialist in Customer Retention Strategy through the Customer Service Institute of America (CSIA) in 2023.
  • Member of the Professional Association for Customer Engagement (PACE) since 2024, with a focus on customer retention methodologies and churn reduction strategies.
  • Member of the International Customer Management Institute (ICMI), with active involvement in workshops on customer journey mapping.
  • Participant in the Enterprise Customer Experience Consortium, leading discussions on post-mortem analysis and lessons learned in customer loss.
  • Attendee of the Small Business Association (SBA) workshops, specializing in small business growth and customer satisfaction.

Certifications

  • CompTIA Security+
  • Six Sigma Green Belt Certification – Vantage
  • MS Office Specialist Certification (Microsoft Office) – 2020
  • Customer Experience Certification (CXP) – Northwind
  • ServSafe
  • CompTIA Network+
  • CompTIA A+ Technician
  • Certified Retention Marketing Specialist (CRMS) – Summit Group – 2016
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect

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