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Skills

  • Budgeting
  • Sales and marketing
  • Communications
  • Team management
  • MS Office
  • Customer service
  • Cross-functional team coordination
  • Customer Success Metrics
  • Escalation management
  • Creative merchandising

Work Experiences

  • Increased productivity by 18% while lowering staffing and operational costs.
  • Achieved Outstanding Service Award for best support services at global level after overseeing successful deployment of QuickBooks to 10 corporate clients.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 3%.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Welcomed new members and established and updated memberships in Cedar Works metric programs.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across program calendars and programs.
  • Assessed employee performance over a 6 months period and provided constructive feedback to help them improve.
  • Achieved Outstanding Service Award for exceptional customer service.

Summaries

  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Develop strategic business partnerships and relationships.
  • Strengths in risk assessment and performance reporting backed up by Miscellaneous training.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Within Miscellaneous, senior Business Account Company Support Manager and outstanding performer in budget management and quality assurance.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Business Account Company Support Manager.

Accomplishments

  • Optimized customer escalation processes, reducing unresolved cases by 71% and raising customer satisfaction levels significantly.
  • Led cross-functional team in implementing customer success metrics tracking, which improved performance monitoring and raised ROI by 38% over several months.
  • Worked closely with the product team to develop client-friendly features, resulting in a 2% increase in feature adoption across 16 customer accounts.
  • Initiated KPI-driven training for account managers, boosting team efficiency and improving first-contact resolution rate by 52%.
  • Spearheaded client onboarding improvements that reduced onboarding time by 17% while increasing early-stage client satisfaction by 65%.
  • Collaborated with team of 18 in the development of program.
  • Documented and resolved program which led to system.
  • Negotiated and resolved escalated client issues, meeting or exceeding client expectations 58% of the time, and directly contributing to a 3 annual revenue growth.
  • Monitored and improved department-specific KPIs, reducing client escalation incidents by 77% year over year.
  • Developed strategic partnerships with stakeholders to foster long-term business relationships, contributing 4 in additional revenue growth.

Affiliations

  • International Association of Administrative Professionals
  • Association of Information Technology Professionals
  • Association for Computing Machinery
  • American Marketing Association
  • LinkedIn Customer Success Experts Group
  • Salesforce Administrator Certification
  • American Medical Informatics Association
  • Business Account Management and Client Relations Association (BAMCRA)
  • Institute of Customer Service (ICS)
  • American Management Association (AMA)

Certifications

  • ServSafe
  • Certified Public Accountant
  • CompTIA Network+
  • Client Retention and Loyalty Specialist (CRLS) - method
  • Certified Public Relations Manager (CPRM) - framework
  • Professional Scrum Master (PSM) Certification – Scrum.org
  • SHRM Certified Professional (SHRM-CP)
  • Certified Information Systems Security Professional (CISSP) - ISC2
  • Revenue Growth Specialist Certification - program
  • Certified Salesforce Platform App Builder - procedure

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