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Skills

  • First Aid/CPR
  • Contract compliance
  • Operational improvement
  • Client portfolio management
  • Customer loyalty development
  • Client Retention Strategies
  • Appointment scheduling system implementation
  • Problem-solving
  • Conflict resolution
  • Schedule optimization

Work Experiences

  • Collaborated with system customers to determine their needs and deliver process service.
  • Analyzed performance metrics.
  • Created post-meeting summaries for client-facing executives.
  • Decreased client downtime by 35%.
  • Spoke with method and framework groups to increase community engagement and program outreach.
  • Answered 18 calls per three years to help customers with their questions and concerns.
  • Achieved results within the first 2016.
  • Collaborated with the product development team.
  • Coordinated with internal departments.
  • Acted as a liaison between departments.

Summaries

  • Data analysis is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Boosted the customer base by 42%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Client Assistant with 18 years of successful vendor management and quality assurance experience.
  • Client-focused professional with a strong track record in managing and maintaining a portfolio of 3 clients, resulting in improved customer loyalty and long-standing relationships.
  • Client Assistant with a talent for recognizing client pain points and collaborating with the marketing team to drive a 15% increase in client engagement and loyalty through tailored product offerings.
  • Boosted overall customer satisfaction by 37%.
  • Clear understanding of stakeholder engagement and quality assurance as well as client relations training.
  • Achieved a 15% churn rate reduction.
  • Collaborated with the marketing team.

Accomplishments

  • Delivered monthly feedback reports to senior management that drove improvements in the client support framework, lowering churn by 60%.
  • Tracked customer engagement using HubSpot, identifying trends that reduced client churn by 16% in one year.
  • Implemented customer onboarding strategies that increased client satisfaction by 31% within standard quarter.
  • Developed efficient tracking sheets using Adobe Creative Suite, aligning progress on outstanding client requests and reducing gaps in response time.
  • Contributed to cross-departmental initiatives, accelerating service delivery time by 10% through enhanced communication channels.
  • Utilized customer satisfaction surveys to analyze service gaps, enhancing client experience and reducing complaints by 15%.
  • Reduced escalations by 63% after identifying common customer pain points and updating knowledge base articles.
  • Recognized for maintaining a 55% client retention rate, among the top 15% across all customer service teams.
  • Spearheaded a system initiative that improved the company's Net Promoter Score (NPS) by 65%.
  • Developed client case studies that demonstrated clear ROI and were instrumental in driving new customer acquisition strategies.

Affiliations

  • Society for Human Resource Management (SHRM)
  • Toastmasters
  • Society for Service Excellence (SSE)
  • Society of Women Engineers
  • Association for Computing Machinery
  • Client Management Division, Chamber of Commerce
  • Global Professional in Customer Solutions Certification (GPCS)
  • Association of Information Technology Professionals
  • Project Management Institute (PMI)
  • Institute of Customer Service (ICS)

Certifications

  • Microsoft 365 Fundamentals Certification
  • First Aid/CPR Certified
  • Tech Support Certification - Level 1 (TSC-L1)
  • Salesforce
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Associate (ACA)
  • Strategic Client Relationship Certification (SCRC)
  • Certified Support and Service Desk Analyst (CSSDA)

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