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Skills

  • Relationship development
  • Market trends knowledge
  • Employee training
  • Event planning
  • Stakeholder management
  • Communications
  • Sales tracking
  • Budget understanding
  • Campaign development
  • Client Portal Development

Work Experiences

  • Achieved results over one year.
  • Oversaw the creation of all advertising materials, including copywriting, proofreading, and layout enhancements.
  • Achieved Employee of the Year.
  • Collaborated with cross-functional teams.
  • Authored a Client Value Proposition (CVP) framework.
  • Collaborated with the data science team to implement predictive analytics for churn detection, which decreased churn by 83%.
  • Created rules, contracts, and revenue-generating strategies for contests and sweepstakes.
  • Achieved results within several months.
  • Created campaigns, oversaw design, and kept track of the results.
  • Achieved results within 2023.

Summaries

  • Director with excellent market sense who is forward-thinking, driven, and skilled.
  • Clear understanding of strategic planning and budget management as well as strategic planning training.
  • Have a proven track record of increasing sales and customer retention with great attention to detail and procedure skills.
  • Results-driven and accomplished advertising professional with in-depth knowledge of the framework industry and customer preferences.
  • Advanced Microsoft Excel and QuickBooks abilities.
  • Senior Account Executive with 16 years of experience who is self-starting.
  • Committed to providing specialized, world-class customer service.
  • Proven track record of maintaining existing client relationships while growing revenue from new ones.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Senior advertising executive with a track record of success in account management, team leadership, and promotional management.

Accomplishments

  • Executed contract negotiations with 8 high-profile clients, achieving a 81% revenue boost year-over-year.
  • Generated 7 in additional revenue by identifying business development opportunities through client relationship management excellence.
  • Provided leadership in the deployment of AI-driven tools, reducing manual client service workload by 48% and boosting overall client satisfaction.
  • Improved cross-functional alignment between customer success and product teams, helping reduce bug-related client churn by 54%.
  • Developed and implemented a client success roadmap, contributing to a 21% increase in customer lifetime value within 2016.
  • Led the restructuring of customer escalation processes, decreasing issue resolution time by 50% and improving NPS scores by 6 points.
  • Achieved 24% improvement in client onboarding speed by automating critical stages of the client journey, dramatically minimizing bottlenecks.
  • Proactively developed partnerships with third-party vendors, contributing to a 6x increase in new customer acquisition rates in 2021.
  • Developed data-driven customer segmentation strategies, which led to a 16% improvement in targeted marketing campaigns and a 55% increase in lead conversions.
  • Utilized customer analytics to create data-driven action plans, reducing overall churn rate by 45% and improving customer lifetime value by 18%.

Affiliations

  • Digital Analytics Association (DAA)
  • Client Experience & Relationship Management Forum (CERMF)
  • Customer Service Training Institute (CSTI)
  • International Association of Business Communicators (IABC)
  • American Marketing Association (AMA) – Customer Experience Management Chapter
  • Society for Human Resource Management (SHRM)
  • Rotary International
  • Society for Contact Center Professionals (SCCP)
  • Customer Experience and Digital Transformation Forum
  • Global Contact Center Association

Certifications

  • First Aid/CPR Certified
  • HubSpot CMS for Marketers Certification process
  • Salesforce Certified Service Cloud Consultant
  • CompTIA Security+
  • CompTIA A+ Technician
  • ServSafe
  • Certified ScrumMaster (CSM), issued by Scrum Alliance
  • Certified Business Relationship Manager (CBRM) standard
  • Certified Specialist in Performance and Customer Experience Lakeside Partners
  • Customer Service Manager (CSM) Certification framework

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