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Skills

  • Stakeholder engagement
  • Organization
  • Business Development
  • Sales and marketing
  • Competitive landscape analysis
  • Business process improvement
  • Team management
  • Customer Relationship Management (CRM) Software Proficiency
  • Client portfolio management
  • Workload prioritization

Work Experiences

  • Analyzed key metrics.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved portfolio growth of 67%.
  • Oversaw the delivery of system project by method team, which resulted in system.
  • Collaborated with the product team.
  • Existing customers were shown new and additional products and services.
  • Actively monitored sales pipelines for client accounts.
  • Looked for industry trends on social media and through online sources.
  • Saved $13 by putting in place cost-cutting measures that addressed long-standing issues.
  • Accomplished growth in one year.

Summaries

  • Achieved a 46% increase in client retention year-over-year.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Customer-focused Client Account Representative with a flair for solving complex client challenges, ensuring 34% resolution on first contact.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Client Account Representative with a history of identifying new service opportunities, resulting in $9 of new revenue from existing clients.
  • Contributed to a 83% increase in portfolio performance.
  • Consistently secured renewals.
  • Within Miscellaneous, senior Client Account Representative and outstanding performer in quality assurance and vendor management.
  • All account types, products, and services are familiar.
  • Strengths in process improvement and project management backed up by Miscellaneous training.

Accomplishments

  • Analyzed historical client data to forecast account trends, increasing budget allocations by $35,000 in 6 months.
  • Facilitated successful contract negotiations, securing long-term agreements worth $135,000 in additional revenue for 2021.
  • Devised and implemented strategic customer engagement plans, improving client interactions by streamlining response times by 73%.
  • Partnered with internal teams to prioritize workload management for high-value accounts, enhancing client satisfaction.
  • Increased customer satisfaction scores by 64% through consistent delivery of exceptional post-service follow-ups.
  • Created a customer satisfaction improvement program that earned Employee of the Year, boosting NPS by 6.
  • Collaborated with team of 7 in the development of procedure.
  • Assisted in drafting proposals for new contracts and renewals, closing agreements worth $118,000 in additional yearly revenue.
  • Reduced payment delays by 62% through proactive resolution of billing discrepancies and outstanding balances.
  • Spearheaded a cross-departmental initiative to improve service quality, leading to process by external surveys in 2018.

Affiliations

  • Participant, Society of Customer Service Innovation (SCSI)
  • Association for Supply Chain Management (APICS)
  • Associate, Professional Association for Customer Engagement (PACE)
  • Certification Earned, Certified Customer Success Management (CCSM) Level initiative
  • Jaycees
  • Volunteer Coordinator, Local Chamber of Commerce Customer Relations Division
  • Toastmasters
  • Graduate, Certified Service Excellence Professional (CSEP) training with framework
  • Project Management Institute
  • Association of Information Technology Professionals

Certifications

  • Certified Public Accountant
  • Service Delivery Certification by Harbor & Co.
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)
  • Account Management Certification by Beacon Labs
  • HubSpot Sales Software Certification by HubSpot Academy
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant (CPA)

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