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Skills

  • Client satisfaction KPI reporting
  • Organization
  • First Aid/CPR
  • Customer satisfaction improvement
  • Regulatory compliance
  • Business proposal development
  • Business operations
  • Operational improvement
  • Business process optimization
  • Client Onboarding Documentation

Work Experiences

  • Built longstanding relationships with key stakeholders.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Maintained detailed records of program operations and participant activities.
  • Achieved a 41% client satisfaction increase.
  • Advised clients on digital solutions integration.
  • Customers were informed and new banking products were suggested to them.
  • Spoke with initiative and process groups to increase community engagement and program outreach.
  • Collaborated with cross-functional teams to design client satisfaction initiatives that reduced service resolution times by 56%.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Conducted quarterly business reviews for major corporate clients.

Summaries

  • Quality assurance is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Clear understanding of cross-functional collaboration and process improvement as well as risk assessment training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • A thorough knowledge of banking policies and regulations.
  • Creative Operations Specialist with experience in implementing efficient operating rhythms and management systems.
  • Committed to resolving issues and ensuring that metrics and reports are accurate.
  • Accomplished in providing regulatory compliance guidance that mitigated risks and saved clients $3 in potential penalties.
  • Adept at guiding 2 clients through product onboarding.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Logical Client Advisor ready to join a new team with 6 years of team leadership and process improvement experience.

Accomplishments

  • Collaborated with finance and operations to implement scalable business solutions, resulting in 22% improvement in cost efficiencies.
  • Increased client engagement initiatives by implementing customized business services workflows that improved client response rates by 33%.
  • Led initiatives aimed at identifying client service bottlenecks, implementing corrective actions that reduced service request resolution times by 15 days.
  • Collaborated with internal teams to refine business-to-business (B2B) offerings, ensuring strategic alignment with client needs and increasing conversions by 30%.
  • Developed strategic proposals that secured 4 new clients, directly contributing to system and increasing market share by 32%.
  • Simplified client onboarding processes, reducing the turnaround time by 45%, allowing for quicker integration of new clients.
  • Implemented client relationship management system (Power BI) that enhanced tracking capabilities, boosting retention rates by 76% within the first 4 months.
  • Surpassed annual revenue targets by 56% through strategic identification of upsell and cross-sell service opportunities within the client portfolio.
  • Developed and launched customer feedback initiatives resulting in 83% reduction in customer complaints, positively impacting business service reputation.
  • Drove system growth resulting in 32% year-over-year revenue increase by refining business service offerings tailored to client feedback.

Affiliations

  • International Council of Nurses
  • Strategic Account Management Association (SAMA)
  • International Association of Administrative Professionals
  • International Association for Contract and Commercial Management (IACCM)
  • National Customer Service Association (NCSA)
  • Project Management Institute
  • Professional Association for Customer Engagement (PACE)
  • Association of Information Technology Professionals
  • Customer Experience Professionals Association (CXPA)
  • International Institute of Business Analysis (IIBA)

Certifications

  • Certificate in Business Process Management (BPM) - Lakeside Partners
  • Risk Management Professional (RMP) - Cedar Works
  • Financial Risk Manager (FRM) – 2023
  • Certifications in Customer Analytics, Beacon Labs, HubSpot
  • CompTIA Network+
  • Lean Six Sigma Green Belt (LSSGB) - 2022
  • ServSafe
  • Certified Information Systems Auditor (CISA) - Summit Group
  • Digital Marketing Professional Certification Vantage
  • Certified Public Accountant

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