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Skills

  • Project management
  • New revenue generation initiatives
  • Database management
  • Client issue resolution
  • Analytical problem solver
  • Critical Thinking and Problem Solving
  • Sales reporting
  • Extensive personal network
  • Trained in consumer marketing
  • Forecasting and Trend Analysis

Work Experiences

  • Oversaw targeted training programs aimed at informing employees about product features and service capabilities.
  • Efficiently resolved all vendor and account issues while exceeding sales quotas by 12%.
  • Worked cross-functionally with headquarters, regional, and other teams across the country to ensure that the message and experience were consistent.
  • Made recommendations to improve brand effectiveness and product benefits, which resulted in 7 long-term accounts being secured in three years.
  • Increased sales revenues to $17 for category services by utilizing effective negotiating skills.
  • Developed and implemented new online marketing strategies that resulted in a 12% increase in sales.
  • Met sales and service targets of $15 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Maintaining and applying current knowledge of sales, promotions, and policies regarding payments, exchanges, and security practices drove business success.
  • Achieved Outstanding Service Award for customer excellence.
  • Created and implemented new business opportunities using strategic networking strategies.

Summaries

  • Accomplished professional with expertise in addressing client complaints proactively, achieving a churn reduction of 78% and impressive yearly revenue growth of $8. Skilled in maintaining high service quality and satisfaction.
  • Adept at spearheading client issue resolutions and reducing churn by 23%, driving yearly revenue increases of $2. Passionate about maintaining high service quality and building lasting client relationships through continuous feedback.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Detail-oriented and committed to creating efficient environments in which to provide excellent service.
  • Persuasive brand imaging has a proven track record of growing network connections.
  • To achieve market penetration, expertise in marketing strategies, product promotion, and merchandising is required.
  • Assistant Director Of Client Services with 2 years of successful budget management and strategic planning experience.
  • Achieved 55% repeat customer interactions.
  • Accomplished professional with expertise in addressing client complaints.
  • Expert in boosting revenue and sales while increasing productivity and customer satisfaction.

Accomplishments

  • Developed a customer-centric engagement model that helped to reduce customer churn by 15% and increase renewal rates in two years.
  • Established training programs for client-facing teams, increasing first-response resolution accuracy by 43%, resulting in greater customer satisfaction scores.
  • Reduced average handling time for client service requests by 47%, increasing service desk efficiency and client satisfaction.
  • Collaborated with C-level executives to align client success strategies with business objectives, resulting in a 52% increase in cross-functional collaboration.
  • Developed tailored client service blueprints for top-tier clients, which led to over-target retention and 27% higher contract renewals.
  • Directed a high-performing team of 13 employees, increasing client engagement metrics and reducing issues by 18% across the territory.
  • Implemented service-level agreements (SLAs) with a 70% adherence rate, leading to improved consistency in client engagements.
  • Exceeded revenue targets by 15% through implementing cross-selling opportunities and client consultative selling approaches.
  • Produced monthly comprehensive reports on team efficiency, leading to data-driven improvements in client service operations.
  • Developed and implemented a service quality assurance program that reduced customer complaints by 43% and improved NPS score year-over-year by 19%.

Affiliations

  • Client Relations Management Society (CRMS)
  • Society of Women Engineers
  • Customer Service Excellence Network (CSEN)
  • American Society of Safety Professionals
  • Professional Business Process Automation Organization (PBPAO)
  • Client Experience Professionals Association (CXPA)
  • Lions Club
  • Society of Human Resource Management
  • National Association of Social Workers
  • Association for Services Management International (ASMI)

Certifications

  • Contract Negotiation Professional Certification (CNPC) - Ironclad Systems
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Salesforce
  • Six Sigma Green Belt Certification 2018
  • ISO 9001 Quality Management Certification – 2019
  • Leadership and Management Certificate Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified CRM Manager - Microsoft Excel
  • Certified Customer Service Manager (CCSM) - Brightline

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