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Skills

  • CRM software proficiency (e.g., program, category)
  • Customer service
  • Automation of client-service processes
  • Sales pipeline development
  • Payment processing
  • Store opening and closing
  • Organization
  • Salesforce proficiency
  • Time management and prioritization
  • Relationship development

Work Experiences

  • Acquired 2 new customers, resulting in 4% revenue for the team.
  • Increased the team's revenue by over $7 in sales.
  • Collaborated with cross-functional teams.
  • Met sales and service targets of $2 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Consistently met and exceeded Workday sales targets by 39%, earning Excellence Award from management.
  • Accomplished this over 2023.
  • Achieved a 17% boost in client satisfaction scores.
  • Greeted customers and offered assistance with merchandise selection, accessory selection, and purchase completion.
  • Saved $16 by putting in place cost-cutting measures that addressed long-standing issues.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Boosted client growth rates by 8%.
  • Achieved growth through upselling opportunities.
  • Achieved a 71% response time improvement.
  • Collaborative professional working with cross-functional teams.
  • Closed multi-year contracts with top clients.
  • Consistent track record of resolving client complaints.
  • Capable of keeping an eye on security and catering to a wide range of customer requirements.
  • Committed to driving continuous improvements in client experience, providing actionable service insights, and reducing SLA breaches by 82%.
  • Client Service Account Executive is a dynamic program and procedure retail product salesperson with 17 years of experience.
  • Attained a 47% annual renewal growth.

Accomplishments

  • Utilized Power BI to track and improve client service response times, achieving a 6% faster resolution rate compared to the previous cycle.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Secured 9 in new revenue from existing accounts through relationship-driven demand generation strategies within Marketing and Communications.
  • Demonstrated a consistent 24% account retention rate while managing a portfolio of 11 high-touch clients in the Marketing and Communications.
  • Achieved an average NPS (Net Promoter Score) of 7 across two years by enhancing client communication and problem resolution protocols.
  • Orchestrated successful customer appreciation events in 2023, resulting in a 31% increase in client engagement and retention.
  • Resolved product issue through consumer testing.
  • Implemented targeted client retention strategies by analyzing historical spending patterns, netting 13% growth in upselling opportunities.
  • Collaborated with marketing and sales teams to identify and execute cross-sell opportunities, adding $12 in recurring revenue to existing client portfolios.
  • Achieved PMP in Tableau, further streamlining account management processes and increasing account performance by 68%.

Affiliations

  • International Customer Management Institute (ICMI)
  • Lions Club
  • Project Management Institute (PMI)
  • FinTech Professionals Association (FPA)
  • National Association of Account Managers (NAAM)
  • International Society of Customer and Service Professionals (ISCS)
  • International Association of Administrative Professionals
  • Customer Service Professionals Training Council (CSPTC)
  • Freemason
  • Salesforce Certification Program

Certifications

  • Certified Client Success Manager (CCSM) framework
  • Cisco Certified Network Associate (CCNA)
  • Certified Sales Executive (CSE) from Sales & Marketing Executives International (SMEI)
  • Google Digital Sales Certification
  • Cisco Customer Success Manager (CSM) Certification
  • Certified Public Accountant (CPA)
  • Advanced Client Management and Retention (ACMR)
  • Microsoft Certified: Dynamics 365 Fundamentals (CRM)
  • CompTIA Security+
  • HubSpot Sales Software Certification

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