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Skills

  • Shipping procedures understanding
  • Process optimization
  • Client advocacy
  • Service standard compliance
  • POS systems expert
  • Order fulfillment
  • Sale expertise
  • International sales support
  • Key stakeholder relationship building
  • Sales pipeline development

Work Experiences

  • Kept track of everything.
  • Was in charge of the entire company's customer engagement campaigns.
  • Wrote newsletter marketing copy and presentation materials for special projects.
  • Was quick to respond to potential customers' questions and requests.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Increased conversion rates by 9% through various contests and promotions.
  • Edited and revised all marketing content to ensure the highest quality of writing.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Processed 13 invoices and mailed documentation to clients each the past year.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.

Summaries

  • Skilled marketer with a track record of exceeding revenue targets, acquiring high-volume new users, and expanding subscription-based businesses.
  • Dependable
  • Focused on relationship building and transformational leadership.
  • Focused on customer service
  • Ability to multitask in order to meet all deadlines.
  • Client Service Executive with 11 years of experience in crisis communications, investor relations, and media outreach.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Dedicated to meeting and exceeding framework objectives through effective communication and process abilities.
  • Excellent problem-solving and mediation skills.
  • Service-oriented team player with a track record of providing high-quality support in the Marketing and Communications for 10 years.

Accomplishments

  • Collaborated with marketing and product teams to synchronize messaging, contributing to a 85% rise in customer satisfaction survey scores.
  • Increased global eCommerce sales by 2% in one year.
  • Facilitated workshops between account management, product, and support teams, increasing cross-team synergies and improving client outcomes.
  • Redesigned the customer engagement process, which reduced customer attribution rate by 41% within the first quarter.
  • Developed training materials for the client service team, reducing onboarding time for new hires by 46% days.
  • Raised team productivity by 44% and reduced average resolution times by implementing real-time client feedback loops.
  • Introduced a customer satisfaction index, consistently identifying and addressing client issues which resulted in a 22% satisfaction boost.
  • Generated 50% more upsell opportunities after launching a data-driven customer usage analysis initiative.
  • Saved the company more than $7 by effectively negotiating with vendors.
  • Delivered monthly performance reports that offered actionable insights on client lifecycles, leading to a 71% improvement in client churn rates.

Affiliations

  • Facilitator at Client Journey Mapping Workshops Austin
  • Association for Supply Chain Management (APICS)
  • Certification in Advanced Client Management and Retention Strategies
  • Certified Manager of Service Excellence (CMSE) from standard
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA) Affiliation
  • American Society of Safety Professionals
  • Participant in the Customer Service Excellence Program
  • Client Management Certification from Ironclad Systems - 2019
  • Sales Management Training from Northwind - 2022

Certifications

  • ITIL Foundation Certification in IT Service Management
  • CompTIA Network+
  • Certified Professional in Customer Experience (CXP) – Meridian
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Association for Project Management (APM)
  • CompTIA A+ Technician
  • Salesforce Certified Administrator
  • Client Relationship Management (CRM) Certified

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