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Skills

  • Account expansion strategies
  • Client relationship management
  • Customer feedback analysis
  • Process improvement
  • Problem resolution
  • Associated Press style
  • Competitive analysis
  • Data-driven decision making
  • CRM systems proficiency (Microsoft Excel)
  • Communications

Work Experiences

  • Created and maintained a client knowledge hub, improving internal processes and reducing response time for client inquiries by 40%.
  • Customized reports and insights for clients.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with cross-functional teams to introduce new Jira, resulting in a 7 boost in revenue during 2017.
  • Transported Tableau to one year customer locations.
  • Avoided service interruption.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Customized reports and insights for clients to facilitate informed business decisions, consistently increasing upsell opportunities by 73% per quarter.
  • Achieved President's Club for maintaining above 17% customer satisfaction ratings across all managed accounts.
  • Built long-term relationships with key stakeholders.

Summaries

  • Client-oriented leader skilled in fostering high-impact relationships, enhancing lifetime value and boosting client satisfaction by 34%.
  • Advanced proficiency in CRM systems like Jira.
  • Achieved 35% churn reduction in 2018.
  • Account Relationship Specialist with experience in client onboarding.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 25% success rates per quarter.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Costs were consistently reduced while profits were increased.
  • Adept at optimizing project timelines.
  • Broadened regional presence.

Accomplishments

  • Presented data-driven business reviews that resulted in a 82% growth in net revenue across the the West Coast within 2017.
  • Improved overall portfolio revenue by an additional $5 following the introduction of quarterly business health reviews across top clients.
  • Drove top-line growth by developing holistic client engagement strategies, achieving a 44% increase in revenue from repeat clients.
  • Played a pivotal role in client solution rollouts, resulting in a 64% boost in customer satisfaction and retention.
  • Orchestrated a seamless onboarding process for clients, reducing onboarding time by 83% and strengthening client trust.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the implementation of Microsoft Excel, automating workflows that resulted in a 23% reduction in administrative time.
  • Executed cross-sell and upsell strategies, resulting in a 34% increase in average client spend across Miscellaneous segment.
  • Achieved Outstanding Service Award for delivering exceptional account management services that increased customer satisfaction by 74%, reinforcing brand loyalty.
  • Created comprehensive customer training programs, reducing product adoption timeframes by 16 weeks, resulting in improved customer satisfaction.

Affiliations

  • International Association of Administrative Professionals
  • Certified ScrumMaster® (CSM) – 2021
  • National Association of Social Workers
  • American Marketing Association
  • Lions Club
  • Customer Success Association (CSA)
  • Customer Onboarding & Retention Conference
  • Society of Human Resource Management
  • American Society of Safety Professionals
  • Corporate Strategy & Innovation Leadership Council

Certifications

  • Certified Negotiation Specialist (CNS) - Vantage
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • PMP® (Project Management Professional) - Project Management Institute (PMI)
  • Client Onboarding Best Practices Certification – LinkedIn Learning
  • Certified in Contract Management - metric
  • Digital Marketing Certification – Google Analytics Academy
  • Professional Certified Marketer (PCM) – American Marketing Association (AMA)
  • Certified Partner Relationship Manager (CPRM) – Institute for Partner Education and Development (IPED)

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