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Skills

  • Business review planning
  • Analytical problem solver
  • Client issue resolution
  • Client relationship management
  • Customer satisfaction tracking and improvement
  • Client lifecycle management
  • Customer success metrics tracking
  • Churn reduction techniques
  • Review of contracts
  • Systems and software programs

Work Experiences

  • Researched competitor products, services, and trends to target prospects in other territories.
  • Kept up to date on competitor products and pricing in the markets I served.
  • Cut costs by 12% through client and distributor price negotiations.
  • Kept financial controls in place, planned business operations, and kept expenses under control while identifying and pursuing opportunities to expand business operations and increase profits.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Increased profits by providing excellent customer service, adhering to established procedures, and thoroughly reviewing sales reports.
  • Increased profitability by utilizing marketing and sales strategies to build pipelines.
  • Made recommendations to improve brand effectiveness and product benefits, which resulted in 6 long-term accounts being secured in 18 months.
  • Increased team and company profits by cultivating and strengthening relationships with industry partners and potential clients.
  • Achieved a 82% efficiency increase.

Summaries

  • Tenacious manager with a strategic and analytical approach to problem-solving, customer acquisition, and profit goals.
  • By providing support and attentive service, I am diligent in building and retaining accounts.
  • Achieved a 51% increase in overall NPS scores.
  • To achieve market penetration, expertise in marketing strategies, product promotion, and merchandising is required.
  • Detail-oriented and committed to creating efficient environments in which to provide excellent service.
  • Accomplished Account Relations Manager.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Acquired 5 new accounts through strategic industry networking.
  • Sales Manager with over 14 years of experience building relationships and partnerships, servicing accounts, and increasing profits.
  • Accomplished professional with 8 years of expertise in client onboarding strategies that have consistently reduced ramp-up times by 67% and increased long-term customer engagement.

Accomplishments

  • Documented and resolved process which led to procedure.
  • Lead multiple client relations projects simultaneously, contributing to a 63% improvement in client satisfaction within 18 months.
  • Led cross-departmental initiatives that strengthened client relations, resulting in 61% reduction in churn rate.
  • Proactively solved high-priority client issues, resulting in $11 in saved client contracts over one year.
  • Resolved product issue through consumer testing.
  • Played a pivotal role in delivering personalized solutions for high-value clients, which contributed to $15 in new business.
  • Successfully handled escalated client issues in a timely manner, contributing to 31% boost in overall customer solution rate.
  • Collaborated with product development teams to enhance feature sets based on client feedback, improving satisfaction scores by 62%.
  • Initiated multi-departmental collaboration projects to offer seamless service upgrades, improving customer satisfaction by 41%.
  • Aligned account strategies with business objectives, leading to 19% successful achievement of company key performance goals.

Affiliations

  • Business Relationship Management Institute (BRMI)
  • Data Science and Customer Analytics Association
  • Customer Experience Professionals Association (CXPA)
  • Association for Customer Experience Professionals (ACXP)
  • Customer Retention Leadership Council (CRLC)
  • Member - Business Development Executives Network
  • National Customer Relations Professionals Association
  • Association for Computing Machinery
  • Strategic Account Management Association (SAMA)
  • Society of Women Engineers

Certifications

  • Google Analytics for Business Certification
  • HubSpot Sales Software Certification
  • Certified Professional Contracts Manager (CPCM) by National Contract Management Association (NCMA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Sales Leadership Professional (CSLP) from NASP
  • Certified Revenue Cycle Representative (CRCR) by HFMA
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Success: How to Reduce Customer Churn by LinkedIn Learning
  • Contract Negotiation Certification by Coursera
  • Certified Business Analysis Professional (CBAP)

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