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Skills

  • Performance reporting
  • System equipment
  • Attention to detail
  • Automated customer feedback systems
  • Lead prospecting
  • Budgets
  • Service agreements
  • Problem resolution
  • Root cause analysis
  • Organization

Work Experiences

  • Achieved results in 2023.
  • Collaborated with retail representatives to improve product presentations and advertising collateral in order to increase sales.
  • Achieved a 44% error-free record.
  • Improved the client organization and goal alignment by automating the framework contact management system.
  • Interacted with difficult accounts, assisting in the development of long-term relationships and increasing revenue opportunities.
  • Collaborated with marketing teams to launch customized client campaigns, generating 2 new opportunities and boosting retention by 15%.
  • Achieved a 19%-star client rating on post-resolution surveys.
  • Contributed to Employee of the Year recognition.
  • Met sales and service targets of $7 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Advised clients on best practices for Workday adoption.

Summaries

  • French is a bilingual individual who is fluent in both languages.
  • Costs were consistently reduced while profits were increased.
  • Schedule flexibility and the ability to travel up to 18% of the time.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Aligned internal resources with client objectives.
  • Adept at balancing complex client accounts.
  • Customers have increased by 12%, and new sales revenue has increased by more than $3.
  • Building relationships, cultivating partnerships, retaining top accounts, and growing profit channels by establishing trust are all skills that I bring to the table.
  • Bringing top-notch planning and multitasking skills to the table, as well as a hardworking and determined attitude.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.

Accomplishments

  • Custom-built client retention strategies leading to a 23% decrease in churn rate for key enterprise clients.
  • Effectively communicated key product knowledge updates across 12-member team, improving resolution rates for advanced client queries.
  • Tracked and reported on client engagement metrics, delivering insights to leadership that informed a category initiative.
  • Coordinated annual client experience touchpoints program, resulting in a 51% improvement in satisfaction scores year-on-year.
  • Resolved 17 high-priority client service issues, achieving a consistent resolution rate within the designated 15-hour SLA deadline.
  • Improved internal documentation processes, reducing duplicate client issues by 20% and increasing team efficiency.
  • Resolved product issue through consumer testing.
  • Effectively closed 64% of client service tickets within 48 hours, surpassing company service-level target by 15%.
  • Automated invoicing protocol for 16 global clients, cutting down processing time by 2 days.
  • Collaborated directly with clients to refine service contracts, helping to secure contract renewals with a 33% success rate.

Affiliations

  • National Association of Professional Women (NAPW)
  • Association for Supply Chain Management (APICS)
  • Customer Service Institute of America (CSIA)
  • Society of Chartered Property and Casualty Underwriters (CPCU Society)
  • National Association of Social Workers
  • Certified Customer Success Manager Program
  • Association of Information Technology Professionals
  • Association for Customer Experience Professionals (ACXP)
  • Rotary International
  • Women in Client Services Leadership (WICSL)

Certifications

  • Microsoft Certified: Azure Fundamentals – Microsoft
  • Google Certified Professional Cloud Architect
  • Certified Post-Sales Professional – Technology Services Industry Association (TSIA)
  • Customer Service Management (CSM) – Harbor & Co.
  • BMC Control-M Certified Administrator – BMC Software
  • HubSpot Inbound Marketing Certification - initiative
  • Salesforce Administrator Certification - framework
  • Lean Six Sigma Green Belt - International Association for Six Sigma Certification (IASSC)
  • Salesforce Service Cloud Consultant – metric
  • Salesforce

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