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Skills

  • Team leadership and development
  • Customer relationship management (CRM) systems (e.g., Salesforce, HubSpot)
  • Audit compliance and standardization
  • Organization
  • Key client relationship cultivation
  • Business operations
  • Departmental resource allocation and budgeting
  • Communications
  • Client onboarding processes
  • Team building

Work Experiences

  • Analyzed online reviews.
  • Achieved measurable growth in client satisfaction by 43%.
  • Created comprehensive knowledge base resources.
  • Achieved a 26% higher retention rate.
  • Collaborated with product development.
  • Conducted data analysis for Salesforce.
  • Created customized service training workshops.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Informed potential participants about the services and procedures required to participate in the program.

Summaries

  • Collaborative leader adept at working with product development teams to enhance ServiceNow, boosting product adoption rates by 27%.
  • Client Services Team Manager delivering measurable gains in customer service, improving team performance and achieving 18% in overall satisfaction scores.
  • Awarded Top Performer.
  • Achieved 26% improvements in client retention.
  • Cross-functional team leader.
  • Customer relationship management expert.
  • Client Services Team Manager with over 7 years of experience leading high-performing teams, consistently improving customer satisfaction by 71% and reducing escalations.
  • Contributed to a 45% increase in client communication tracking.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Achieved 22% operational cost savings.

Accomplishments

  • Revised all service-level agreements to better reflect current organizational capabilities, achieving a 52% compliance improvement over the previous year.
  • Introduced a quarterly team performance review that resulted in a 62% increase in first-contact resolution rates.
  • Worked closely with the product and IT teams to improve self-service options, driving down support call volume by 42%.
  • Improved team’s response time for high-priority client issues by 12%, surpassing predefined SLA metrics.
  • Developed escalation procedures that minimized service disruptions, reducing average case handling times by 11 minutes for high-priority cases.
  • Oversaw the integration of a new CRM system, streamlining client interactions and improving data accuracy for the team by 50%.
  • Developed and rolled out continuous improvement processes, reducing overall client complaint rates by 77% within two years.
  • Identified key performance gaps in service delivery and introduced targeted training sessions, improving issue resolution rates by 25%.
  • Instituted new client onboarding procedures, reducing the go-live timeframe by 13% and increasing early-stage retention by 34%.
  • Developed customized support training materials to address weak areas, improving onboarding success rates for new employees by 83%.

Affiliations

  • Association for Strategic Planning (ASP), Service Strategy Certified 2024
  • Service Leadership Alliance, Senior Member since 2021
  • Client Service Excellence Awards Judge, 2020
  • Project Management Institute
  • American Society for Quality (ASQ), Member and Certified Quality Improvement Associate (CQIA)
  • Women in Service Leadership Network, Founding Member
  • Project Management Institute (PMI) - PMP Certified since 2024
  • Rotary International
  • Society for Service Excellence Professionals (SEP), Gold Level Member
  • Society of Human Resource Management

Certifications

  • ServSafe
  • Certified Social Media Listening Professional from Salesforce
  • First Aid/CPR Certified
  • Client Retention and Loyalty Certification from LinkedIn Learning
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • ITIL Foundation Certification (IT Service Management) from Axelos
  • Agile Service Management Certification from Scrum Alliance
  • Leading High-Performing Teams Certification from Institute of Leadership & Management (ILM)
  • Certified Customer Service Professional (CCSP) by framework

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