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Skills

  • Problem resolution
  • Data-driven decision making
  • Client engagement frameworks
  • Cross-Functional Leadership
  • Scheduling
  • Customer journey mapping
  • Business operations
  • Payroll and budgeting
  • Process improvement
  • Team management

Work Experiences

  • Adapted CX strategy early.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Collaborated with Boston-based support team, reducing ticket resolution times by 35% and enhancing overall client satisfaction.
  • Achieved a 16% boost in repeat purchases.
  • Organized corporate and office conferences for company employees and guests.
  • Achieved a 19% increase in early intervention.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Achieved a 43% improvement in proactive support outcomes.
  • Achieved a 31% increase in net retention.
  • Championed the development of an omnichannel customer experience program, increasing satisfaction rates by 34% across 6 channels.

Summaries

  • 15 years of experience in customer-driven innovation.
  • Looking for a management position with a company in the Miscellaneous sector.
  • Recruiting established talent in vendor management and workflow optimization for Chief Customer Officer.
  • Chief Customer Officer with 3 years of successful strategic planning and vendor management experience.
  • Meticulous Chief Customer Officer capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Salesforce.
  • Chief Customer Officer who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Within Miscellaneous, senior Chief Customer Officer and outstanding performer in cross-functional collaboration and process improvement.
  • Miscellaneous administrative office management, related regulatory guidelines, and data analysis certified Scrum Master and Chief Customer Officer.

Accomplishments

  • Developed a customer advocacy program that nurtured key accounts, leading to a 77% increase in referral leads and new business development.
  • Resolved product issue through consumer testing.
  • Reduced customer churn rate by 37% through targeted engagement strategies and proactive customer management.
  • Collaborated with product and engineering teams to create a more intuitive user experience, lowering feature-related complaints by 49%.
  • Delivered comprehensive quarterly reviews for key accounts, generating an additional $5 in total revenue through targeted solutions.
  • Led a global team of 4 customer success managers, increasing customer lifetime value (LTV) by $12 in one year.
  • Led the predictive analytics initiative using Tableau, identifying high-churn accounts and improving retention efforts by 17%.
  • Collaborated with team of 13 in the development of system.
  • Speared the redesign of the customer loyalty program, achieving a 15% increase in repeat purchases and cross-sell opportunities.
  • Improved onboarding process, decreasing new customer time-to-value by 15 days and boosting satisfaction rates by 40% over 6 months.

Affiliations

  • Consultant with Scrum Master-Certified Customer Journey Optimization Program
  • Alumni Member, Business Leaders for Customer-Centric Companies (BLCCC)
  • Contributor, Customer Advocacy Strategy Experts Network
  • Key Stakeholder at the Customer-Centric Leadership Initiative
  • Board Advisor, Strategic Account Management Association (SAMA)
  • Jaycees
  • Founding Member of Healio's Customer Success Network
  • Toastmasters
  • Lions Club
  • Project Management Institute

Certifications

  • Customer Loyalty and Retention Program Specialist – Beacon Labs
  • Predictive Analytics and Customer Insights Certification – procedure
  • CompTIA A+ Technician
  • Customer Experience (CX) Data Strategy Expert – standard
  • Certified Customer Success Manager (CCSM) - Gainsight
  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • Certified Cross-Functional Leadership Expert - Brightline
  • CompTIA Security+
  • Certified Chief Customer Officer Program (CCCO) – Meridian

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