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Skills

  • Custom data report creation
  • Key stakeholder relationship building
  • Report preparation
  • Multi-line phone talent
  • Cross-functional meeting facilitation
  • Portfolio Management
  • Client churn reduction strategies
  • Service standard compliance
  • Retail materials management
  • POS systems expert

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Kept the system and method areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Created and maintained a detailed database to develop promotional sales.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Increased the team's revenue by over $18 in sales.
  • Customer service training processes were implemented and developed by me.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Customer service specialist with over 16 years of experience resolving account and service issues for Miscellaneous clients.
  • Dedicated to meeting and exceeding system objectives through effective communication and standard abilities.
  • Competent Analytical Client Services with a desire to exceed sales targets and establish long-term customer relationships.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 10 years.
  • Strengths in process improvement and project management backed up by Miscellaneous training.
  • Power BI expert with 9 years of experience in related roles.
  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Delivered 17 high-impact presentations to enable data-based decisions, contributing to $8 in new business wins.
  • Identified areas of risk within workflows, enhancing operational efficiency by 73% through process standardization.
  • Implemented feedback loop structures that enhanced customer satisfaction scores by 28%, receiving President's Club in 2024.
  • Collaborated with key stakeholders to design customized client analytics, generating $3 in additional value for the organization.
  • Established client relationship management strategies that improved ongoing client satisfaction scores by 83%.
  • Drove process improvements across the client services workflow, cutting downtime and boosting throughput by 30%.
  • Automated recurring data processing tasks using Power BI, reducing manual workload by 21% across the client services team.
  • Developed client issue tracking system, improving transparency and reducing turnaround time by 78%.
  • Developed guidelines for troubleshooting client-reported issues, reducing escalations to senior teams by 60%.
  • Collaborated with sales and marketing teams to upsell Asana features, driving 65% growth in annual client revenue.

Affiliations

  • Certificate of Membership from the International Association for Contract and Commercial Management (IACCM), focusing on maintaining client satisfaction through contract KPI management.
  • Lions Club
  • Member of the National Customer Service Association (NCSA), participating in forums on high-stakes client problem-solving scenarios.
  • Certificate from the CRM Association, specializing in optimizing customer databases for higher engagement and retention.
  • Contributing member of the National Society of Professional Engineers (NSPE), focusing on the engineering approach to automating customer support services.
  • Certification with the International Customer Service Association (ICSA), focusing on the latest methodologies for enhancing NPS monitoring systems.
  • Society of Human Resource Management
  • International Council of Nurses
  • Certified ScrumMaster® (CSM®) via Scrum Alliance, promoting agile methodologies for improving day-to-day client service interactions.
  • International Association of Administrative Professionals

Certifications

  • Six Sigma Green Belt Certification, framework, 2015
  • Salesforce
  • Salesforce Certified Administrator - 2022 - Salesforce
  • Data Science Professional Certificate Program - 2021 | IBM
  • Certified Customer Success Executive (CCSE) | SuccessCOACHING
  • Customer Analytics for Growth (Wharton) - 2021 | University of Pennsylvania
  • Microsoft Certified: Azure Data Scientist Associate - 2018, Microsoft
  • Certified KPI Professional - 2017 | The KPI Institute
  • Project Management Professional (PMP) - 2024, PMI
  • Certified Business Analysis Professional (CBAP)

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