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Skills

  • POS systems expert
  • Cross-functional team collaboration
  • Report preparation
  • Account-based service strategy customization
  • Client communication management
  • Client satisfaction survey interpretation
  • Route dispatch
  • Stakeholder relationship management
  • CRM
  • Retail store support

Work Experiences

  • Processed 5 invoices and mailed documentation to clients each the past year.
  • Kept up to date on product and service changes.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Assisted and cross-trained other customer service managers.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • HubSpot expert with 15 years of experience in related roles.
  • Motivated to keep customers happy and contribute to the company's success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Advanced Service Coordinator proactive with experience in providing support and resolving customer complaints.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Advanced Service Coordinator with 13 years of successful data analysis and strategic planning experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved success in providing unsurpassed customer service.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Improved customer satisfaction scores by 43% through focused follow-ups with high-profile clients, spotlighting actionable insights for future engagement.
  • Resolved product issue through consumer testing.
  • Documented and resolved metric which led to category.
  • Led the post-incident review for program, creating new process documentation that improved future incident response times by 79%
  • Served as the 'voice of the customer' during cross-functional meetings, increasing understanding of customer needs and enhancing service delivery KPIs by 70%.
  • Mentored junior team members on customer escalation procedures, which improved team performance during high-stress situations by 26%.
  • Provided high-level service reports to customer success, included actionable insights which led to improvements in customer communications and 20% better client relations.
  • Assisted the sales team in facilitating smooth contract renewals, contributing to a 77% increase in client renewals and upsells.
  • Produced regular performance reports for senior management, driving strategic improvements that improved resource allocation efficiency by 16%
  • Analyzed service performance trends and reported findings to leadership, driving a 19% uptick in service quality metrics across 4 lines of business.

Affiliations

  • International Council of Nurses
  • National Association of Professional Women (NAPW)
  • American Society for Quality (ASQ) - Certified Quality Improvement Associate
  • Toastmasters
  • Institute of Service Excellence and Innovation
  • Society for Service Operations Excellence (SSOE)
  • Lions Club
  • Customer Experience Professionals Association (CXPA)
  • Freemason
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Agile Service Coordinator (CASC) - framework
  • Certified Service Operations Manager (CSOM) - Northwind
  • Certified Change Management Professional (CCMP) - Ironclad Systems
  • IT Service Management Certification (ITSM)
  • Service Level Agreement (SLA) Management Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Experience Professional (CCXP)
  • Six Sigma Black Belt Certification
  • Agile Certified Practitioner (PMI-ACP)
  • Salesforce

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