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Skills

  • Churn reduction strategies
  • Data-driven decision making
  • Money handling abilities
  • Client engagement strategy development
  • Client portfolio management
  • Shipping procedures understanding
  • Conflict resolution and negotiation
  • Customer segmentation and targeting
  • Customer support operations management
  • POS systems expert

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Handled over 13 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • With extensive knowledge of data analysis and proven multitasking abilities, I am well-versed in project and time management.
  • Power BI expert with 6 years of experience in related roles.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Within Healthcare, senior Regional Client Services Manager and outstanding performer in team leadership and process improvement.
  • Workday expert with experience in process improvement services.
  • Strengths in stakeholder engagement and workflow optimization backed up by Healthcare training.
  • Regional Client Services Manager is a service-oriented Regional Client Services Manager with unrivaled customer service, task prioritization, and time management skills.
  • Regional Client Services Manager with 12 years of experience in dealing with customer requests and concerns.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Assisted in the regional digital transformation initiative, resulting in a 75% improvement in cross-departmental communication and client response times.
  • Facilitated the launch of a regional customer advisory board, gathering critical input that drove 41% enhancements to product roadmaps.
  • Drove client account growth by 36% through targeted retention campaigns, reactivating lapsed accounts.
  • Led a team of 13 client service representatives across Denver, maintaining an average first-call resolution rate of 78%.
  • Collaborated with the sales team to design loyalty programs that contributed to a revenue increase of 28% within the region.
  • Achieved 36% increase in client onboarding success rate through the creation of tailored engagement plans and training materials.
  • Developed customized service-level agreements for key clients, leading to a 70% improvement in service delivery performance.
  • Partnered with technical teams to improve product support tools, which decreased customer service ticket backlog by 50%.
  • Implemented a regional client engagement strategy that resulted in a 53% increase in retention YOY.
  • Supervised a region-wide client support enhancement project, reducing average resolution times by three years and increasing customer loyalty by 55%.

Affiliations

  • Certified Customer Experience Professional (CCXP) - Certification Pending 2022
  • Society of Customer Service Excellence (SCSE)
  • Lions Club
  • Client Satisfaction Professionals Summit – Keynote Speaker 2019
  • American Association for Quality Client Service (AAQCS)
  • Society of Human Resource Management
  • Society of Women Engineers
  • Net Promoter Score Institute - NPS Certification
  • American Society of Safety Professionals
  • Certified Customer Retention Manager (CCRM) - Certification Pending 2016

Certifications

  • First Aid/CPR Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • CompTIA A+ Technician
  • Certified in Key Performance Indicators (KPI) Framework
  • Cisco Certified Network Associate (CCNA)
  • Client Retention Specialist Certification (CRSC) from Lakeside Partners
  • Certified Service Operations Specialist (CSOS) from Cedar Works
  • Certified Client Experience Professional (CCXP) from CXPA
  • Salesforce

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