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Skills

  • High-energy attitude
  • Customer relations
  • Employee coaching
  • Project management abilities
  • Stockroom procedures
  • Automated workflow implementation
  • Inventory control
  • Contract development
  • Miscellaneous regulations knowledge
  • Senior leadership support

Work Experiences

  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Updated and maintained account records in Tableau to keep track of current revenue and stay on top of communications.
  • Assessed customer needs and upsold products and services to increase initiative sales.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Updated the standard system with order details, customer information, preferences, and billing details.
  • Answered 7 daily phone calls in order to efficiently resolve initiative customer issues.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Was in charge of the warranty counseling process in order to keep costs under control.

Summaries

  • Customer Service Representative with extensive experience in the program industry who is friendly and dedicated.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Motivated to keep customers happy and contribute to the company's success.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of initiative agencies.
  • ServiceNow expert who excels at meeting and exceeding sales targets.
  • Dedicated to exceeding sales and service quality targets on a regular basis.
  • Account Service Coordinator with over 5 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.

Accomplishments

  • Played an integral role in launching a customer referral program, contributing to 51% net-new revenue growth within 18 months.
  • Created customized outreach strategies to recover at-risk accounts, maintaining a 41% SQL conversion rate despite market downturn.
  • Successfully trained new Account Service Coordinators on CRM systems and process flows, reducing the team’s overall onboarding period by 29% weeks.
  • Monitored and tracked customer satisfaction metrics, leading to initiatives that improved NPS scores by 76% over 2020.
  • Facilitated cross-departmental communication initiatives, enhancing the company’s responsiveness to client requests by 76% in Q2015.
  • Supported strategic business objectives by producing and delivering data-driven reports, leading to a 82% reduction in operational expenses.
  • Developed personalized account strategies for ServiceNow-focused clients, improving renewal rates by 33% over baseline figures.
  • Spearheaded account review meetings with stakeholders, driving alignment on quarterly goals and increasing customer satisfaction ratings by 78%.
  • Enhanced the lead qualification process in coordination with the sales team, leading to a 35% increase in qualified leads per quarter.
  • Standardized sales and support account handoffs using new CRM integrations, cutting time-to-resolution by 55%, and increasing team efficiency.

Affiliations

  • Volunteer, Seattle Business Women’s Mentoring Network – Mentor emerging professionals on client relationship management and service coordination.
  • Contributor, Customer Success Network – Write periodic articles on the importance of KPI tracking and dashboard development in service roles for the organization's newsletter.
  • Course Graduate, Digital Transformation and Customer Success from Lakeside Partners – Acquired key insights into leveraging automation for client service improvement.
  • Member, Association of Strategic Account Managers (ASAM) – Engaged in specialized training on managing high-value accounts and business forecasting for growth.
  • Conference Attendee, Customer Success Summit – Attended workshops on next-gen client service technologies and metrics-driven account management strategies.
  • Certified Customer Success Manager (CCSM) – Acquired credential from method, specializing in strategies for improving client retention and onboarding success.
  • Participant, HubSpot Sales Academy – Completed coursework in increasing customer onboarding success through service automation and agile workflows.
  • Certified Specialist in Key Account Management (KAM) from Brightline – Focused learning on strategies specific to building and maintaining long-term customer relationships.
  • Participant, Client Success Leadership Roundtable – Collaborated with peers to discuss and solve common account management challenges and identify process improvements.
  • Completed Course, Effective Communication and Stakeholder Management from metric – Enhanced skills in internal/external client communication protocols.

Certifications

  • Lean Six Sigma Yellow Belt by Harbor & Co.
  • Certified Account Manager (CAM) by Institute of Leadership & Management
  • Certified Data Privacy Solutions Engineer (CDPSE) by ISACA
  • Association for Project Management (APM)
  • CRM Certification by process (e.g., Salesforce, HubSpot, Zoho)
  • Professional Certificate in Digital Marketing by Summit Group
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Workspace Administrator Certification by Google
  • HUBSpot Inbound Marketing Certification by HubSpot Academy

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