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Skills

  • Change Management
  • Operational improvement
  • Digital transformation consulting
  • High-revenue client acquisition
  • Supervision
  • Client onboarding processes
  • Executive Stakeholder Collaboration
  • Customer Experience (CX) Optimization
  • Client Feedback Analysis
  • Relationship development

Work Experiences

  • Anticipated clients’ evolving business needs by tracking market trends, driving product adaptations that consistently resulted in a 77% satisfaction increase.
  • Achieved collective savings of $4 annually.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Championed digital transformation efforts for clients, helping them optimize their existing solutions and achieve a collective savings of $11 annually.
  • Transported Tableau to 18 months customer locations.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with C-level executives to shape long-term strategies, resulting in the launch of Adobe Creative Suite that generated $3 in new revenue.
  • Contributed to maintaining a portfolio worth $3 annually.
  • Built relationships with senior decision-makers in client companies, influencing the upscaling and extension of business contracts worth an additional $16.
  • Achieved higher profitability margins.

Summaries

  • Adept at balancing strategic vision with tactical execution.
  • Within Miscellaneous, senior Client Director and outstanding performer in workflow optimization and vendor management.
  • Achieved 61% improvements in customer retention metrics.
  • Client Director with a track record of leading corporate communication strategies, increasing sales, and directing branding initiatives.
  • Acquired 18 high-value accounts.
  • Analyzed client feedback.
  • Client Director with 15 years of experience in directing cross-functional teams and driving 82% client retention year-over-year. Proven ability to lead complex negotiations, secure multi-million dollar contracts, and unlock new revenue opportunities.
  • Boosted revenue.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Aligned customer goals with organizational deliverables.

Accomplishments

  • Collaborated with executives to define and execute business development strategies, adding 9 new clients and increasing market share by 30% in 2023.
  • Collaborated with team of 3 in the development of system.
  • Played a pivotal role in redesigning the customer feedback loop, improving Net Promoter Score (NPS) from 10 to 18 within several months.
  • Implemented Salesforce CRM automations, reducing manual tracking efforts by 74% and improving pipeline accuracy.
  • Maintained continual engagement with C-Suite stakeholders, facilitating client advisory sessions that drove 27% year-over-year revenue growth.
  • Partnered with product to initiate a customer success program that reduced churn by 50% and increased NPS by 15 in 2024.
  • Documented and resolved category which led to metric.
  • Took charge of conflict resolution with high-value clients, achieving a 74% resolution rate within specified timeframes and maintaining strong relationships.
  • Achieved an President's Club for driving client excellence and consistently exceeding KPIs over 9 consecutive quarters.
  • Resolved product issue through consumer testing.

Affiliations

  • Project Management Institute
  • Member, Society for Customer Success Professionals
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Certification in Service-Level Agreement Management from category
  • Member, International Institute of Business Analysis (IIBA)
  • Affiliate, Association of Strategic Alliance Professionals (ASAP)
  • Member, International Association of Business Communicators (IABC)
  • Lions Club

Certifications

  • CompTIA Network+
  • Harvard Negotiation Leadership Mastery 2023
  • Certified Client Management Professional (CCMP)
  • Salesforce Certified Service Cloud Consultant
  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Journey Mapping Certification - HubSpot, 2023
  • Certified Specialist in Business Intelligence (CSBI) - Jira, 2022
  • CompTIA Security+
  • HubSpot Client Management Certification

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