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Skills

  • Process improvement
  • Communications
  • Churn reduction methods
  • Consulting
  • Client Retention and Loyalty Programs
  • Competition analysis and positioning
  • Regulatory compliance
  • Budgets
  • Strategic partnership management
  • Budgeting

Work Experiences

  • Created and launched a customer rewards program that increased engagement rates by 80% during procedure.
  • Customized solutions for over 15 corporate clients.
  • Devised creative sales and marketing strategies to help the company grow.
  • Achieved a 76% growth in upsell revenue.
  • Developed and maintained strategic partnerships with high-value clients, resulting in a 57% increase in revenue over a 2020 year period.
  • Collaborated with the analytics team.
  • Was in charge of overseeing changes to the company's procedures and organization.
  • Improved the supply chain to lower material costs and increase distribution efficiency.
  • Consistently maintained a 64% retention rate.
  • Created a program to promote new managers from within the company, resulting in a more cohesive management structure.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • 13 years of experience as a successful Chief Relationship Manager as a versatile business leader.
  • Achieved growth of 44%.
  • Achieved 51% market share gains.
  • Dedicated to profit maximization through a variety of business approaches.
  • Achieved 47% improvement in client satisfaction.
  • Accomplished in executing key negotiations, resulting in multi-million-dollar contract wins that enhance profitability while maintaining optimal service quality.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • As a key to success, a decisive leader promotes operational improvements, market expansion, and a positive corporate culture.

Accomplishments

  • Directed the integration of CRM platforms, elevating visibility on client touchpoints and improving overall client engagement by 20%.
  • Successfully led $18 projects aimed at improving customer experience, receiving positive feedback from 27% of key clients.
  • Implemented a customer lifetime value (CLV) enhancement plan, increasing the value per client by 8% within three years.
  • Established and led a customer advisory board, providing invaluable feedback that improved enterprise product roadmap alignment by 27%.
  • Optimized client onboarding processes to decrease time-to-activation by 10%, accelerating revenue recognition.
  • Resolved product issue through consumer testing.
  • Generated $4 in new sales from repeat clients by creating value-added personalized service models for Miscellaneous clients.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and maintained key relationships with Fortune 14 companies, boosting repeat sales and referrals by 66%.
  • Implemented changes in CRM analytics workflows, resulting in 27% more accurate forecasting and client satisfaction insights.

Affiliations

  • Affiliation, Global Customer Experience Community (GCXC)
  • Society of Human Resource Management
  • Certification, Advanced Stakeholder Collaboration by program
  • Member, Institute of Customer Service (ICS) Chicago
  • Member, Professional Customer Success Initiative (PCSI)
  • Contributor, Client Success Professional Magazine 2019
  • Conference Attendee, Annual Customer Success Summit 2016
  • Society of Women Engineers
  • American Marketing Association
  • Association for Computing Machinery

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Sales Coach and Account Mentor
  • Certified Key Account Manager (CKAM)
  • Six Sigma Green Belt – Customer Service & Account Management Focus
  • Certified Global Business Professional (CGBP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Strategic Relationship Manager (CSRM)
  • Strategic Negotiation and Influencing Certification – Brightline
  • CompTIA A+ Technician
  • Chartered Financial Analyst (CFA)

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