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Skills

  • Client Retention Strategies
  • Process improvement
  • Client Retention Rate Optimization
  • Sales and account team support
  • MS Office
  • Budgets
  • Cross-departmental collaboration
  • Project organization
  • Team management
  • Product knowledge and client education

Work Experiences

  • Achieved results over 8 months.
  • Assisted in the development of personalized service solutions.
  • Conducted pattern analysis.
  • Addressed client concerns.
  • Achieved a renewal rate of 81%.
  • Customer service, patient scheduling, and billing were among the duties I coordinated in the front office.
  • Conducted proactive follow-ups.
  • Improved bill payment timeliness by developing flexible payment plans for patients.
  • Assisted in project managing 11 client onboarding experiences.
  • Analyzed and resolved over 13 customer accounts with billing or service discrepancies, retaining 50% of clients through solution-driven negotiation.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 100% accuracy in financial transactions.
  • Achieved 71% client retention.
  • Proven experience in standard and framework environments, as well as knowledge of provider requirements.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Costs were consistently reduced while profits were increased.
  • Trained in Workday and possesses exceptional vendor management abilities.
  • Client Service Assistant is a multi-talented Client Service Assistant who is consistently rewarded for planning and operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Generated 63% increase in positive feedback through targeted customer outreach and revisions to client service approach.
  • Resolved product issue through consumer testing.
  • Revised client interaction script, resulting in a 41% drop in average handling time and a notable rise in client satisfaction scores.
  • Analyzed client feedback trends, identifying pain points and leading initiatives that improved quality of service by 21%
  • Monitored post-sale follow-ups on Jira to ensure client expectations were met, leading to a 16% increase in customer satisfaction.
  • Monitored service-related KPIs using Jira, providing monthly reports that contributed to informed business decisions and an NPS increase of 52%
  • Built scalable service procedures that reduced manual work by 68% and enabled 4 team members to handle larger volumes of client requests efficiently.
  • Audited client accounts for potential errors, identifying and correcting discrepancies that saved the company $3 annually.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved 23% of billing discrepancies within framework, maintaining compliance with industry regulations and internal processes.

Affiliations

  • Client Experience Association (CEA)
  • Client Service Leadership and Research Organization (CSLRO)
  • American Management Association (AMA)
  • Lions Club
  • Administrative Assistants Professionals Organization (AAPA)
  • International Association of Administrative Professionals (IAAP)
  • National Administrative Professionals Day Association (NAPDA)
  • Association for Computing Machinery
  • Rotary International
  • Society of Human Resource Management

Certifications

  • Certified Business Relationship Manager (CBRM)
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Data Privacy and Protection Certifications (e.g., GDPR, CCPA through Lakeside Partners)
  • Zendesk Support Administrator Certification
  • Advanced Client Success Training by Beacon Labs
  • Certified Technical Support Professional (CTSP)
  • Certified Salesforce Administrator
  • Certified Customer Success Manager (CCSM)
  • Client Service Manager Certification by Vantage

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