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Skills

  • Cross-functional team leadership
  • Account churn reduction
  • Budgets
  • Financial Management
  • Business Administration
  • MS Office
  • Change Management
  • Process optimization
  • Business analysis
  • Strategic planning

Work Experiences

  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Collaborated closely with the product team to enhance product offerings, resulting in a 43% growth in premium package adoption.
  • Collaborated closely with the product team.
  • Conducted proactive client strategy meetings.
  • Created budgets and prepared quotes for new products and services.
  • Achieved a 24% increase in annual profit margins.
  • Saved $13 per 6 months by negotiating rates and delivery times with vendors.
  • Developed strong relationships with clients by following up on previous purchases and suggesting new products.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Achieved no negative client feedback.

Summaries

  • Achieved a 25% decrease in overhead costs.
  • Dedicated to providing high-quality services and products.
  • Achieved a 84% boost in customer retention.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Commended for cutting operating costs by 12% and supervising 8 employees, including sourcing, interviewing, and hiring.
  • Achieved a 64% improvement in client satisfaction.
  • Weekly availability of 14 hours, including evenings and weekends
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.

Accomplishments

  • Negotiated framework upgrades across 3 client accounts, generating 16% in uplift revenue while keeping client churn rate below 47%.
  • Assumed responsibility for human resources's client operational budget and consistently achieved a savings of $14 without compromising service levels.
  • Coached and mentored a team of 10 client operations specialists, leading to a 63% improvement in team performance and KPIs.
  • Proactively identified and closed 7 new business opportunities within the existing client base, generating $13 in pipeline revenue.
  • Analyzed operational data and trends, producing insights that led to a 24% reduction in operational costs and overall client service improvements.
  • Led operational process optimization projects, reducing time to resolve client issues by 17% and boosting client retention rates.
  • Increase operational efficiency by 49% by introducing lean principles and automating redundant tasks within client communication processes.
  • Designed and established KPI reporting frameworks that allowed for the proactive identification of client risks, improving satisfaction metrics by 19% points.
  • Improved client sentiment and engagement by deploying a tailored client success strategy which resulted in a 66% improvement in client Net Promoter Score (NPS).
  • Led cross-functional teams in delivering customized solutions for key clients, resulting in repeat business worth over $14.

Affiliations

  • Association of Information Technology Professionals
  • Technology Services Industry Association (TSIA) - Chapter in Atlanta
  • International Customer Management Institute (ICMI)
  • Salesforce User Group - Atlanta Chapter
  • International Institute of Business Analysis (IIBA)
  • Community Roundtable for Customer Success Professionals
  • International Association of Outsourcing Professionals (IAOP)
  • Association for Computing Machinery
  • Network for Customer Success & Advocacy Leaders (NCSA)
  • American Medical Informatics Association

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • Certified Professional in Customer Retention (CPCR) – Global Academy of Finance and Management (GAFM)
  • Certified Marketing Operations Professional (CMOP) – Marketing Operations Cross-Company Alliance (MOCCA)
  • Certified Sales Leadership Professional (CSLP) – The National Association of Sales Professionals
  • Certified Professional in Customer Relationship Management (CPCRM) – Global Academy of Finance and Management (GAFM)
  • Google Certified Professional Cloud Architect
  • ServSafe
  • CompTIA Network+

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