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Skills

  • Sales reporting
  • Advanced negotiation skills
  • Client lifetime value (CLV) enhancement
  • Client operations integration
  • Customer satisfaction (CSAT) improvement
  • Business development and planning
  • Client success outcomes tracking
  • Leadership and team management
  • Contract Negotiation and Management
  • Systems and software programs

Work Experiences

  • Accomplished within 3 months.
  • Revenue models, process flows, operations support, and customer engagement strategies were all under my control.
  • Researched and implemented new strategies to expand the company's operations and customer base.
  • Worked hard to resolve one-of-a-kind and recurring complaints, as well as promote loyalty and improve operations.
  • Oversaw the work of an efficient administrative team responsible for maintaining accurate sales, inventory, and order records.
  • Cut costs by 14% through client and distributor price negotiations.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Used sales presentations to communicate product quality and market comparisons.
  • Kept up to date on competitor products and pricing in the markets I served.
  • Hired 18 sales representatives over a one year period.

Summaries

  • Achieved 25% growth in revenue.
  • Achieved 36% improvements in client satisfaction.
  • Boosted revenue by $18.
  • Expert in boosting revenue and sales while increasing productivity and customer satisfaction.
  • Sales Manager with over 13 years of experience building relationships and partnerships, servicing accounts, and increasing profits.
  • Accomplished in key account management.
  • Strict Associate Director of Client Relations with program supervisory experience of 15 years.
  • Accomplished Associate Director of Client Relations skilled in developing and executing client feedback systems, improving client satisfaction by 12 points and cutting response times by 57%. Passionate about data-driven decision making.
  • Tenacious manager with a strategic and analytical approach to problem-solving, customer acquisition, and profit goals.
  • Strategic and analytical, with a motivating leadership style and experience in forming new network connections, marketing products, and expanding territories.

Accomplishments

  • Acted as the primary liaison between clients and internal teams, achieving a 6-point NPS improvement within 13 months.
  • Documented and resolved procedure which led to program.
  • Turned around high-risk client relationships, reducing potential churn by 74% through personalized action plans and dedicated account management.
  • Developed custom performance dashboards for clients, reducing reporting errors by 39% and aligning expectations with outcomes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Oversaw a portfolio of 17 key accounts, contributing to a 17% increase in overall department revenue.
  • Led a cross-functional team to create customized client reporting, increasing client satisfaction by 14 points.
  • Resolved product issue through consumer testing.
  • Devised customer loyalty initiatives that improved client retention by 50% within several months.
  • Achieved Innovation Award in 2018 for consistently exceeding revenue growth targets by more than 82% across all key client accounts.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • International Council of Nurses
  • Association for Strategic Planning (ASP)
  • Association of International Product Marketing & Management (AIPMM)
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Global Loyalty Association (GLA)
  • Strategic Account Management Association (SAMA)
  • Institute of Management Consultants (IMC USA)
  • Association of Information Technology Professionals

Certifications

  • Executive Coaching Certification - Harbor & Co.
  • CompTIA Security+
  • Hootsuite Social Media Management Certification – 2024
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Six Sigma Green Belt – 2018
  • Customer Service Excellence Certification - Beacon Labs
  • Certified Professional in Customer Satisfaction (CPCS) - Northwind
  • Agile Certified Practitioner (PMI-ACP) - Meridian
  • Apple Certified Associate (ACA)

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