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Skills

  • Multilingual client support capabilities
  • Business operations
  • Team building
  • Procedure equipment
  • Audit compliance and standardization
  • Client-facing reporting tools and dashboards
  • Client onboarding processes
  • Complaint resolution workflow design
  • Digital Transformation Initiatives
  • Automation of routine service tasks

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with framework customers to determine their needs and deliver method service.
  • Achieved a 26% higher retention rate.
  • Co-facilitated regular reviews with 4 key accounts, fostering stronger relationships, which led to $6 of business growth.
  • Assisted social workers in developing, coordinating, and leading programs for people with standard and framework concerns.
  • Created and maintained comprehensive knowledge base resources, significantly improving first-contact resolution rate by 80%.
  • Achieved Excellence Award for outstanding client outcomes, maintaining a customer retention rate of 69%.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Conducted data analysis for Salesforce.
  • Collaborated with product development to enhance QuickBooks, contributing to a 50% increase in product adoption.

Summaries

  • Strengths in quality assurance and performance reporting backed up by Healthcare training.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Performance reporting is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Dedicated to learning, growing, and succeeding in Healthcare.
  • Accomplished Client Services Manager known for driving CRM platform enhancements, successfully increasing client communication efficiency by 33%.
  • Consistently improved service processes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Client Services Team Manager delivering measurable gains in customer service, improving team performance and achieving 18% in overall satisfaction scores.
  • Client Services Team Manager.
  • Achieved 22% operational cost savings.

Accomplishments

  • Developed escalation procedures that minimized service disruptions, reducing average case handling times by 11 minutes for high-priority cases.
  • Developed and rolled out continuous improvement processes, reducing overall client complaint rates by 77% within two years.
  • Managed team efforts to achieve a response time improvement of 3% across all customer touchpoints within 6 months.
  • Reduced customer churn by 67% through proactive outreach and enhanced engagement measures supported by churn analysis.
  • Designed and executed a multilingual support strategy to enhance global client retention, leading to a 22% increase in international customer satisfaction.
  • Worked closely with the product and IT teams to improve self-service options, driving down support call volume by 42%.
  • Documented and resolved standard which led to framework.
  • Reduced staff turnover by 27% through personalized coaching and mentorship programs focused on career development.
  • Standardized communication protocols for client issue escalation, eliminating resolution inconsistencies and improving response times by 50%.
  • Instituted new client onboarding procedures, reducing the go-live timeframe by 13% and increasing early-stage retention by 34%.

Affiliations

  • National Business Analysis Conference, Keynote Speaker 2023
  • SLAs & KPI Best Practice Leaders Group, Chair 2017-2016
  • American Management Association, Certificate in Customer Service Excellence
  • Project Management Institute
  • American Society of Safety Professionals
  • Community of Practice for Service Excellence, Active Member
  • Member, International Association of Outsourcing Professionals (IAOP)
  • National Society of Leadership and Success, Executive Leadership Program Graduate 2016
  • Society of Women Engineers
  • American Medical Informatics Association

Certifications

  • ITIL Foundation Certification (IT Service Management) from Axelos
  • Client Satisfaction Improvement Program (CSIP) Certification by program
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service Manager Certification (CSMC) from the Management and Strategy Institute
  • Certified Client Relations Professional (CCRP) by National Customer Service Association
  • Leadership Development Program: Managing Client Teams from process
  • Certified Service Design Practitioner by Brightline
  • HubSpot Customer Success Certification

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