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Skills

  • Project organization
  • Organization
  • Data-driven decision making
  • Conflict resolution and mediation
  • Business Administration
  • Customer service
  • Churn rate reduction
  • Business Development
  • First Aid/CPR
  • Account portfolio management

Work Experiences

  • Created budgets and prepared quotes for new products and services.
  • Achieved a 35% increase in contract value.
  • Began process service consultations with customers by asking open-ended questions in order to learn about their needs and preferences.
  • Achieved 77% in client satisfaction.
  • Saved $13 per one year by negotiating rates and delivery times with vendors.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Conducted supplier risk management assessments in order to evaluate the process program for senior management's planning purposes.
  • Achieved a 62% improvement in customer issue resolution time.
  • Collaborated closely with account management to identify upsell and cross-sell opportunities that resulted in an average of $2 additional revenue per client.

Summaries

  • Commended for cutting operating costs by 17% and supervising 4 employees, including sourcing, interviewing, and hiring.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Forward-thinking manager with 11 years of manufacturing project management experience.
  • Achieved a 18% increase in insight depth.
  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Achieved a 37% increase in product adoption.
  • In the Healthcare industry, diligent Senior Client Services Manager is successful at establishing client relationships and directing cross-functional teams.
  • Accomplished this within 17 months across various industries.

Accomplishments

  • Managed a team of 2 client service representatives, achieving a 79% increase in customer satisfaction as measured by NPS.
  • Consulted with cross-functional teams to improve service delivery models, which reduced customer churn by 69% in the first year of implementation.
  • Achieved OSHA in workflow optimization, allowing the team to offer higher-level support for new product solutions and increasing client satisfaction by 24%.
  • Mentored and developed a diverse team of 12 client service professionals, resulting in a 46% reduction in team turnover over several months.
  • Led an initiative to personalize client services, increasing service touchpoints and boosting client loyalty by 55%.
  • Analyzed and presented quarterly client service performance data leading to actionable insights that decreased service response times by 38%.
  • Leveraged CRM software (Power BI) to streamline communication and track detailed client feedback, leading to process improvements that enhanced customer relationships by 41%
  • Successfully upsold premium service packages to 10 key accounts, boosting annual revenue by $3 and increasing client satisfaction scores by 75%.
  • Redesigned the client feedback loop with the marketing team, leading to a 71% improvement in feedback accuracy and engagement.
  • Worked with IT to create an internal knowledge-sharing platform, improving issue resolution time for client inquiries by 73%.

Affiliations

  • Selected Speaker on Best Client Engagement Practices at system
  • Jaycees
  • Founder and Participant in Ironclad Systems Mentoring Program for Client Service Excellence
  • Active Member of the Institute for Supply Management (ISM), utilizing vendor risk management strategies
  • Member, National Association of Sales Professionals (NASP)
  • Project Management Institute (PMI) Member with specialization in Risk Management
  • Conflict Resolution certification from the Mediation Training Institute (MTI)
  • Association for Supply Chain Management (APICS)
  • Freemason
  • Certified Trainer for Customer Relationship Management Software: QuickBooks

Certifications

  • Certified in Risk and Information Systems Control (CRISC) - Cedar Works
  • Project Management Professional (PMP) - Lakeside Partners
  • Certified Public Accountant (CPA)
  • Certified Professional in Talent Development (CPTD) 2019
  • First Aid/CPR Certified
  • ITIL Foundation Certification – 2023
  • Certified Key Account Manager (CKAM) - Summit Group
  • Advanced Certified Scrum Product Owner (A-CSPO) 2015
  • Certified Sales Leadership Professional (CSLP) - 2022
  • CompTIA A+ Technician

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