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Skills

  • First-contact resolution techniques
  • Process improvement
  • Feedback-driven product development
  • Supervision
  • Client survey analysis
  • Customer life-cycle management
  • Collaboration with sales and support teams
  • Problem resolution
  • Organization
  • KPI tracking and achievement

Work Experiences

  • Oversaw the delivery of system project by standard team, which resulted in category.
  • Added $14 in revenue over the past year.
  • Developed customized action plans for clients.
  • Collaborated with sales teams to forecast client needs.
  • Collaborated with sales teams to forecast client needs and proactively addressed potential issues, resulting in a $7 increase in sales for 2020.
  • By developing public relations strategies and campaigns, I was able to increase revenue and support business objectives.
  • Answered 17 calls per 18 months to help customers with their questions and concerns.
  • Achieved a 30% surge in renewal rates.
  • Achieved Service Level Agreements (SLAs) for Microsoft Excel.
  • Developed and maintained comprehensive client profiles to identify opportunities for additional services, adding $15 in revenue over three years.

Summaries

  • Clear understanding of cross-functional collaboration and data analysis as well as project management training.
  • Achieved a 19% improvement in client relations.
  • Authors speeches, press releases, and marketing materials with ease.
  • Achieved response times of 14 hours.
  • Balanced client and internal team needs.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 33% reduction in client escalation cases.
  • Acted upon client feedback.
  • Achieved a 29% first-contact resolution rate.
  • Client Liaison Officer is a multi-talented Client Liaison Officer who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Improved client retention by 82% through data-driven customer feedback analysis, leading the team to address common pain points.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Customized client presentations, which contributed to a 53% increase in client buy-in for long-term strategic partnerships.
  • Collaborated closely with sales and support teams, increasing client contract renewals by 84% after refining account strategies.
  • Developed and delivered 5 detailed market trend reports that led to a 81% increase in targeted sales conversations.
  • Collaborated with team of 3 in the development of system.
  • Reduced client escalation volume by 17% through proactive follow-ups and regular strategy alignment with customer success team.
  • Secured renewals with key accounts, resulting in a 80% increase in repeat business and a 17% decrease in churn over 2023.
  • Achieved a 68% reduction in unresolved client tickets by implementing preemptive escalation procedures and enhancing workflows.
  • Established regular workflow improvement sessions with internal teams, reducing response times for client requests by 76%.

Affiliations

  • Dispute Resolution Skills Development Program - National Mediation Board
  • Women in Sales Everywhere (WISE) Client Engagement Circle
  • American Society of Safety Professionals
  • Society for Human Resource Management (SHRM), Client Liaison Engagement Group
  • Certified Project Management Professional (PMP) - Client Management Focus
  • Project Management Institute
  • Association for Talent Development (ATD), Client-Centric Collaboration Initiative
  • American Institute of Professional Bookkeepers (AIPB), Client Relations Certification
  • Customer Service Professionals Network (CSPN)
  • International Society of Service Innovation Professionals (ISSIP)

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Service Design Thinking Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Certified Information Systems Auditor (CISA)
  • Certified Customer Relationship Manager (CCRM)
  • ServSafe
  • ITIL Foundation Certification
  • Certified ScrumMaster (CSM)

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