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Skills

  • Actionable reporting creation
  • Workload prioritization
  • Performance reporting
  • Database management
  • Mail handling
  • Budget Management
  • Customer Relationship Management (CRM)
  • Resource allocation
  • Call resolution rate optimization
  • Vendor coordination

Work Experiences

  • Contributed to a 7% decrease in data entry errors.
  • Was responsible for a variety of administrative, financial, and service-related tasks, including workflow optimization and budget management.
  • Achieved results over 6 months.
  • Analyzed client feedback forms and created actionable reports that led to a 82% improvement in service delivery.
  • Awarded Outstanding Service Award for problem resolution.
  • Achieved a 29% faster resolution time.
  • Achieved a resolution rate of over 18%.
  • Achieved a consistent resolution rate of 61%.
  • Achieved an average customer satisfaction score of 15/17.
  • Achieved timely closure of support tickets.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Agency Support Representative with 18 years of expertise in account management, successfully managing a portfolio of agency accounts and driving service improvements by 25% over three years.
  • Adept at identifying process bottlenecks.
  • Achieved an average monthly resolution rate of 12%.
  • Agency Support Representative focused on CRM system design.
  • Using Six Sigma competencies and 14 years of excellence in process settings.
  • Dedicated administrative professional with a track record of leading administrative teams and delegating tasks to meet operational objectives.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 63% boost in client retention.
  • Methodical and well-organized, with excellent prioritizing and planning skills.

Accomplishments

  • Facilitated regular meetings with cross-functional teams to resolve agency-specific issues, improving interdepartmental efficiency by 69%.
  • Analyzed client feedback data to create actionable reports that led to a 45% improvement in customer service delivery.
  • Boosted revenue by recommending tailored contract adjustments that achieved a 47% higher client retention rate.
  • Successfully managed contract renewals and upsell opportunities for key accounts, generating an additional $5 in revenue over 6 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and maintained strong relationships with key agency partners, resulting in a 35% increase in repeat business.
  • Collaborated with marketing and sales departments to develop targeted materials for customer outreach, resulting in a 39% increase in renewal rates.
  • Resolved product issue through consumer testing.
  • Documented and resolved program which led to framework.
  • Assisted in the onboarding of premium accounts, reducing implementation errors by 57% using detailed checklists and automated tools.

Affiliations

  • Customer Success Association (CSA)
  • Certified Quality Manager (CQM)
  • Help Desk Institute (HDI) Certified Professional
  • Process Excellence Network (PEX)
  • Association for Supply Chain Management (APICS)
  • American Management Association (AMA)
  • International Association of Business Communicators (IABC)
  • Association for Computing Machinery (ACM)
  • National Association of Sales Professionals (NASP)
  • Lions Club

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Service Professional (CCSP) - Northwind
  • Project Management Professional (PMP)
  • Salesforce Certified Administrator - 2018
  • Certified Data Protection Officer (CDPO) - Beacon Labs
  • Certified Public Accountant (CPA)
  • Certified Billing and Coding Specialist (CBCS) - Summit Group
  • ServSafe
  • ITIL Foundation Certification (Service Management)
  • Customer Success Management Certification - 2018

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