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Skills

  • Merchandising expertise
  • Scheduling understanding
  • Client satisfaction survey collection
  • Miscellaneous expertise
  • Escalation management
  • Customer relations
  • Process improvement
  • Lead prospecting
  • Cross-functional collaboration
  • Market research

Work Experiences

  • Collaborated with sales teams to drive a 73% increase in cross-sell opportunities among top-tier clients.
  • Collaborated with the analytics team to develop custom reports for clients, which resulted in data-driven improvements of 50%.
  • By reviewing business directories, building a database of leads, and launched, I was able to target potential clients.
  • Identified prospects' needs and developed appropriate responses, as well as product and service information.
  • Addressed and resolved escalations.
  • Conducted monthly performance evaluations of 12 key accounts, presenting findings and action plans to stakeholders.
  • Authored 9 customer success stories.
  • Boosted satisfaction scores.
  • Conducted monthly performance evaluations of 6 key accounts.
  • Provided training to customers' employees and demonstrated how to use and maintain products.

Summaries

  • French is a bilingual individual who is fluent in both languages.
  • 12 years of entrepreneurial experience in standard and procedure sales.
  • Upselling products to increase overall sales is a skill, and HubSpot is a skill.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Account Support Executive is a multi-talented Account Support Executive who is consistently rewarded for planning and operational improvements.
  • Customers have increased by 16%, and new sales revenue has increased by more than $15.
  • Within Miscellaneous, senior Account Support Executive and outstanding performer in client relations and quality assurance.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.
  • Dedicated sales professional with experience engaging with prospects, negotiating deals, and quality assurance and process improvement.
  • Achieved 80% client retention rates.

Accomplishments

  • Led a cross-team initiative to streamline communication with stakeholders, decreasing response time to client requests by 17%.
  • Collaborated with marketing to launch a new customer onboarding program that improved adoption by 82%.
  • Re-engineered internal reporting workflows, slashing manual processing time by 70% and boosting accuracy.
  • Regularly analyzed client data and provided actionable insights, driving a 20% improvement in customer support KPIs.
  • Successfully managed initiative and delivered within 18 months while improving operational efficiency by 37%.
  • Drove a 70% reduction in customer escalations by implementing proactive support measures focused on frequent issues.
  • Served as the main point of contact for 3 high-value accounts, resolving 58% of issues within SLA targets.
  • Introduced a tiered support model which reduced the workload on senior staff and improved overall response time by 51%.
  • Coordinated across teams to execute seamless product launches, elevating customer satisfaction by 31% in the past year.
  • Developed custom analytics dashboards for clients, enabling data-driven decisions and increasing customer engagement by 48%.

Affiliations

  • American Society for Training & Development (ASTD)
  • American Customer Satisfaction Index (ACSI)
  • National Contract Management Association (NCMA)
  • Customer Success Association
  • Certified Customer Success Management (CCSM)
  • Global Association for Quality Management (GAQM)
  • American Marketing Association
  • Enterprise Customer Success Network
  • Technology Services Industry Association (TSIA)
  • Society for Customer Success & Advocacy

Certifications

  • Certified Public Accountant (CPA)
  • Service Excellence Certification – Brightline
  • Certified Customer Success Manager (CCSM) - Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Specialist (CSS) Certification - Brightline
  • Google Certified Professional Collaboration Engineer - Lakeside Partners
  • Certified in Customer Success Management (CCSM) Level 1 - Beacon Labs
  • Project Management Professional (PMP)
  • Salesforce
  • Certified eCommerce Account Manager (CECM) - Cedar Works

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