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Skills

  • CRM tool proficiency (e.g., framework)
  • Standard equipment
  • Business correspondence
  • Operational improvement
  • Customer service
  • Contract negotiation and renewal
  • Client Retention Strategies
  • Client onboarding process improvement
  • Client survey analysis
  • Customer life-cycle management

Work Experiences

  • Achieved a 43% conflict resolution success rate.
  • Collaborated with cross-functional teams.
  • Added $14 in revenue over the past year.
  • Collaborated with cross-functional teams to ensure smooth product delivery, significantly reducing turnaround times by 37% %.
  • Addressed client needs.
  • Coordinated 2 client check-in calls monthly.
  • Aligned solutions with business strategies.
  • Designed and implemented a new project management.
  • Developed comprehensive client profiles.
  • Achieved a project success rate of 18% in 2015.

Summaries

  • Accomplished this within the Northeast in six months.
  • Achieved rapid market share gains of 35%.
  • Achieved a first-contact resolution rate of 54% %.
  • Client Liaison Officer with 4 years of successful project management and process improvement experience.
  • Aligned client solutions with business growth.
  • Client Liaison Officer with a knack for minimizing project risks.
  • Achieved first-contact resolutions.
  • Achieved a 55% reduction in onboarding times.
  • Boosted overall client retention metrics.
  • Acted upon client feedback.

Accomplishments

  • Coordinated multi-department response for complex client issues, reducing resolution times by 58% and improving overall client satisfaction.
  • Proactively gathered and analyzed client feedback, implementing recommendations to boost overall satisfaction by 79%.
  • 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.
  • Improved client retention by 82% through data-driven customer feedback analysis, leading the team to address common pain points.
  • Collaborated closely with sales and support teams, increasing client contract renewals by 84% after refining account strategies.
  • Presented client success reports to executive leadership, resulting in improved strategic alignment and a 51% increase in client engagement.
  • Secured major upsell deals worth $11 by identifying and addressing unmet client needs through focused engagement sessions.
  • Launched a customer loyalty program that increased repeat business visits by 22% within a 6 months period.
  • Coordinated and executed 3 monthly client touchpoints, achieving upselling increases of $5 in sales.

Affiliations

  • Association for Computing Machinery
  • Institute of Customer Service (ICS)
  • American Medical Informatics Association
  • Institute for Supply Management (ISM), Stakeholder Relations Chapter
  • International Customer Management Institute (ICMI)
  • Project Management Institute
  • Freemason
  • International Association of Administrative Professionals (IAAP), Client Facilitation Team
  • Corporate Innovation Roundtable (CIR), Client-Centric Approaches Forum
  • International Association of Administrative Professionals

Certifications

  • Certified in Strategic Account Management (CSAM)
  • Certified Salesforce Administrator
  • First Aid/CPR Certified
  • Certified Client Service Professional (CCSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Success Certification – Gainsight Platform 2017
  • ISO 9001:2015 Lead Auditor Certification
  • Google Certified Professional Cloud Architect
  • Certified International Product Manager (CIPM)
  • Project Management Professional (PMP)

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