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Skills

Business operations
First Aid/CPR
Churn rate reduction
Policy and procedure modification
Customer health score model development
Staff management
Team management
Customer lifetime value (CLTV) maximization
Database administration
Client engagement frameworks

Work Experiences

Boosted customer satisfaction by 44%.
Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on performance reporting and risk assessment.
Aligned efforts to increase customer LTV.
Evaluated employee performance and implemented incentives and team-building events to boost morale.
Completed 13 employees' bi-weekly payroll.
Was in charge of billing, collection, and reporting for an office that generated over $12 per year.
Collaborated with product teams.
Aligned customer success with company-wide goals.
Organized corporate and office conferences for company employees and guests.

Summaries

With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
Achieved 19% improvement in key account engagement.
Ensures operational and service excellence by working effectively with cross-functional teams.
Accelerated feedback capture.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Within Miscellaneous, senior Chief Customer Officer and outstanding performer in cross-functional collaboration and process improvement.
Achieved 35% more relevant product enhancements.
Chief Customer Officer is a multi-talented Chief Customer Officer who is consistently rewarded for planning and operational improvements.
Recruiting established talent in vendor management and workflow optimization for Chief Customer Officer.
Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.

Accomplishments

Collaborated with team of 13 in the development of system.
Introduced a self-service knowledge base that decreased high-volume support cases by 34%, freeing up resources for strategic account management.
Reduced ticket resolution time by 3 days and increased overall customer support efficiency by 20%, driving a 61% boost in CSAT.
Enhanced Net Promoter Score (NPS) by 17% through improved service delivery and efficient feedback loops.
Speared the redesign of the customer loyalty program, achieving a 15% increase in repeat purchases and cross-sell opportunities.
Achieved a 71% decrease in support requests through the enhancement of self-service tools and proactive customer engagement.
Optimized the customer onboarding flow, resulting in a 23% increase in product adoption over three years.
Developed a customer analytics program leveraging Microsoft Excel, providing insights that improved retention by 27% over several months.
Delivered comprehensive quarterly reviews for key accounts, generating an additional $5 in total revenue through targeted solutions.
Developed a customer advocacy program that nurtured key accounts, leading to a 77% increase in referral leads and new business development.

Affiliations

International Council of Nurses
Active Member of the Digital Transformation and Innovation For Customers Group (DTICG)
Attendee, Global Chief Customer Officer Summit
American Society of Safety Professionals
Board Member, Customer Success Leadership Network (CSLN)
National Association of Social Workers
Affiliate of Society for Customer Success (SCS)
Customer Experience Professionals Association (CXPA)
Founding Member of Healio's Customer Success Network
Contributor, Customer Advocacy Strategy Experts Network

Certifications

Certified Customer Experience Professional (CCXP) - CXPA
Customer Loyalty and Retention Program Specialist – Beacon Labs
Customer Relationship Management (CRM) Master Certification – Brightline
Data Science and Predictive Analytics for Business Professionals – process
Certified Enterprise Resource Planning (ERP) Professional – Salesforce
Salesforce
Customer Experience (CX) Data Strategy Expert – standard
Certified Business Analysis Professional (CBAP)
Certified Account Planning Specialist – Lakeside Partners
Lean Six Sigma Black Belt (LSSBB) - Summit Group

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