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Skills

  • Client issue resolution
  • CRM software proficiency category
  • Customer service
  • Team management
  • Business development strategies
  • Data migration management
  • Budgets
  • Process automation
  • Supervision
  • Strategic planning and execution

Work Experiences

  • Collaborated with clients and financial institutions to find the best financing options.
  • Analyzed client data to identify upsell opportunities, generating an additional $8 in revenue within 18 months.
  • Collaborated with Northwind to implement new business workflows, leading to initiative improvements and increasing revenue by $11.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with standard customers to determine their needs and deliver category service.
  • Achieved results over one year.
  • Collaborated with cross-functional teams on Power BI launch.
  • Completed renewals in several months.
  • Avoided $56,000 in penalties.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Built client management teams.
  • Client-focused manager who resolves complex client issues within 6 months, preventing churn and improving overall satisfaction by 41%.
  • Collaborative team player, achieved program by aligning sales strategies with the needs of enterprise clients, improving new business acquisition by 64%.
  • Achieved a 80% increase in repeat business.
  • Adept at aligning cross-functional teams.
  • Achieved a 37% revenue increase.
  • Aligned business goals with client requirements.
  • Adept at overseeing contract negotiations.
  • Boosted department efficiency by 16%.
  • Experienced Financial Services Consultant with a track record of growing thriving businesses by cultivating new prospects and accounts and managing customer relationships to meet sales targets.

Accomplishments

  • Deployed customer success strategies that led to a 69% decrease in churn rate across the entire client portfolio.
  • Collaborated with team of 17 in the development of framework.
  • Documented and resolved category which led to standard.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Performed in-depth BI tool training (Power BI, Tableau) for clients, leading to improved utilization rates of HubSpot tools and data-driven decision-making.
  • Spearheaded strategic joint marketing campaigns with procedure, adding 7 new clients and generating $8 in additional revenue.
  • Launched an initiative to ensure service level agreements (SLAs) were met, improving SLA compliance by 84%.
  • Exceeded quarterly revenue targets by 47% through cultivating long-term client relationships and driving account growth.
  • Worked directly with product to develop custom workflows within CRM, reducing response time for client inquiries by 85%.
  • Automated client onboarding processes, reducing setup times by 29%, which led to higher client satisfaction scores within the first three years.

Affiliations

  • Certified Client Relations Specialist (CCRS), Certification from Harbor & Co.
  • Project Management Institute
  • Client Relationship Management Association (CRMA)
  • Society for Customer Success and Experience (SCSE)
  • Association of Account Management Professionals
  • Association for Computing Machinery
  • Toastmasters
  • Jaycees
  • American Society of Safety Professionals
  • Project Management Institute (PMI)

Certifications

  • Customer Success Manager (CSM) Training Program – program
  • Certified Associate in Project Management (CAPM) - PMI
  • Professional Scrum Master (PSM) – Scrum.org
  • Salesforce
  • Certified Product Manager (CPM) - process
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Analytics Certification - Google
  • Cisco Certified Internetwork Expert (CCIE)
  • Key Account Management Certificate – Workday

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