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Skills

  • Customer feedback loop creation
  • Customer relationship management (CRM) implementation
  • Budgets
  • MS Office
  • Framework equipment
  • Team building
  • Organization
  • Customer journey mapping
  • First Call Resolution Optimization
  • Multilingual customer service

Work Experiences

  • Achieved a 62% boost in service-level agreement (SLA) compliance by revamping daily operations and introducing new customer support workflows.
  • Collaborated with product teams to design new features based on customer insights, leading to a 14% increase in adoption of QuickBooks.
  • Used SEO strategies to create and launch marketing campaigns like framework, metric, and category packages.
  • Built relationships with VIP accounts.
  • Devised creative sales and marketing strategies to help the company grow.
  • Created detailed customer journey maps.
  • Created a program to promote new managers from within the company, resulting in a more cohesive management structure.
  • Achieved a 34% decrease in time-to-first-value for new clients.
  • Achieved a 41% reduction in service downgrades.
  • Achieved improvements in 2020.

Summaries

  • Forward-thinking Senior Executive with a track record of success in Healthcare over the course of a 12-year career.
  • Achieved results within 16 months.
  • Adept at onboarding processes that effectively reduce time-to-productivity for new hires, delivering 66% improvements in retention outcomes.
  • Achieved a 30% reduction in client churn.
  • Accomplished Universal Service Executive with over 8 years of experience enhancing customer satisfaction and reducing response times by implementing innovative solutions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Achieved 78% increases in year-over-year metrics.
  • Successful Universal Service Executive with 18 years of progressive Healthcare experience.
  • Decisive Universal Service Executive with a track record of influencing business direction and performance through effective leadership strategies, tactical decision-making, and foresight.
  • Achieved results in under 11 months.

Accomplishments

  • Achieved a 55% reduction in service inquiries by establishing an effective feedback and complaint resolution channel.
  • Enhanced relationship management protocols, increasing upsell revenue by 78% across the top 13 customer accounts.
  • Implemented revamped inquiry routing processes that reduced customer service workload by 66% and response time by one year.
  • Introduced new client success templates, resulting in a 58% improvement in service delivery efficiency across 4 accounts.
  • Enhanced customer support structures, reducing service issues by 14% and improving Net Promoter Score by 65% over two years.
  • Successfully rolled out CRM systems that improved customer issue resolution times by three years, leading to a 29% increase in CSAT scores.
  • Implemented a customer segmentation strategy that enabled personalized service, boosting engagement rates by 24%.
  • Implemented an automated feedback loop resulting in a 74% improvement in product quality and satisfaction during 2019.
  • Partnered with sales and technical teams to create a smoother solution delivery pipeline, achieving 3% product adoption growth.
  • Led performance-driven initiatives that resulted in 65% uptime improvement for premium service tiers.

Affiliations

  • Global Customer Support Association
  • Institute of Customer Service
  • National Association of Business Executives (NABE)
  • Project Management Institute
  • Project Management Institute (PMI)
  • American Marketing Association
  • International Contact Center and Customer Service Association
  • American Medical Informatics Association
  • National Association of Social Workers
  • International Association of Customer Service Professionals (IACSP)

Certifications

  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • ISO 20000 Foundation Certification for IT Service Management
  • Professional in Service Level Agreements (PSLA) Certification
  • HubSpot CRM Implementation Specialist Certification
  • Certified Business Relationship Manager (CBRM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified SLA Management Specialist
  • Togaf 9.2 Certified for Business Architecture
  • SHRM Certified Professional (SHRM-CP)

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