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Skills

  • Cross-functional team collaboration
  • Client retention strategy development
  • Client success initiative management
  • Operational improvement
  • Performance management
  • Documentation and control
  • Budgets
  • Business operations
  • Relationship development
  • Team leadership and supervision

Work Experiences

  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on team leadership and performance reporting.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Collaborated with marketing to produce client-centric materials that boosted client engagement metrics by 17%.
  • Awarded Top Performer for exceptional client service, recognized for improving SLA delivery by 74%.
  • Collaborated with cross-functional teams.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Advised on program improvements.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 18% growth.
  • With 8 years of Healthcare experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Client Program Supervisor is a multi-talented Client Program Supervisor who is consistently rewarded for planning and operational improvements.
  • These abilities, as well as a strong work ethic, are available.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Team player who is methodical and detail-oriented and has expertise in quality assurance.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Clear understanding of process improvement and workflow optimization as well as process improvement training.
  • Achieved operational excellence.

Accomplishments

  • Oversaw the delivery of 2 successful projects for Tier 1 clients, consistently meeting all KPI and SLA requirements.
  • Acted as the primary point of contact for 5 key accounts, successfully negotiating renewals that resulted in a 28% contract extension rate.
  • Partnered with marketing to create client-centric campaigns that resulted in a 40% increase in client engagement with our services.
  • Resolved product issue through consumer testing.
  • Optimized program workflows, automating 6 administrative tasks and cutting manual labor costs by 21%.
  • Analyzed client satisfaction data to refine our service model, leading to a year-over-year client retention improvement of 21%.
  • Coordinated with a cross-functional team that improved client program adherence by 60% across method.
  • Trained and coached a team of 6 client service representatives, improving the resolution time of client issues by 79%.
  • Documented and resolved method which led to system.
  • Managed a global client program with a portfolio size of $9, ensuring KPI achievement and surpassing client satisfaction targets.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • International Accreditation Client Success Leadership (IACSL)
  • Certified Customer Service Professional Program (CSPA)
  • National Association of Sales Professionals (NASP)
  • Educational Alliance for Client Program Supervisors
  • Client Engagement Professionals Organization (CEPO)
  • International Association of Administrative Professionals
  • Society of Women Engineers
  • Customer Success & Retention Professionals Association (CSRPA)
  • International Customer Service Association (ICSA)

Certifications

  • Certified Public Accountant (CPA)
  • Certified Program Management Professional (PgMP)
  • Certified in Risk and Information Systems Control (CRISC)
  • First Aid/CPR Certified
  • Certified Project Management Professional (PMP)
  • MBA with specialization in Client Management
  • Google Ads Certification
  • Certified Global Business Professional (CGBP)
  • Data-Driven Decision Making Certification (D3M)
  • Google Data Analytics Certificate

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