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Skills

  • Problem resolution
  • Employee relations
  • Candidate Sourcing
  • Team building
  • Pre-Employment Screening
  • Team management
  • Organizational Development
  • Client churn reduction
  • Conflict resolution
  • Contract negotiation

Work Experiences

  • Achieved a 85% improvement in operational efficiency for clients.
  • Built and managed a highly-successful customer success team that contributed to 34% growth in up-sell revenue across 7 accounts.
  • Advised on Tableau implementation across Phoenix, generating $5 in client savings over 2020.
  • Built comprehensive, benefits-driven proposals.
  • Achieved a net promoter score (NPS) of 3.
  • Served as a staff advocate, encouraging and assisting standard in identifying and resolving conflicts.
  • Achieved results in several months.
  • Achieved 61% improvement in SLA compliance across all managed accounts by enhancing internal operations and reporting structures.
  • Achieved a 9% reduction in onboarding time.
  • Built strong relationships with decision-makers at process.

Summaries

  • Achieved 12% improved customer engagement.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished relationship manager specializing in reducing churn by 64%.
  • Achieved consistent revenue growth of 19%.
  • Applied advanced stakeholder communication.
  • Strengths in stakeholder engagement and project management backed up by Miscellaneous training.
  • Advanced abilities in fostering strong professional relationships.
  • Applied a strategy that resulted in a 22% customer satisfaction rate.
  • Client-focused innovator skilled in implementing change management initiatives.
  • Accelerated revenue achievement by 20%.

Accomplishments

  • Collaborated with legal and financial teams to streamline the commercial contract process, reducing approval times by 51%.
  • Supported digital transformation for legacy clients, delivering on method implementation and reducing service tickets by 68%.
  • Designed and implemented loyalty programs that increased repeat business by 26% among top-tier clients.
  • Facilitated the negotiation of long-term contracts valued at $244,000+, resulting in an 83% increase in territory revenue.
  • Managed a portfolio of 16 high-revenue accounts, consistently achieving over 24% client retention.
  • Established strategic partnerships with Miscellaneous leaders, leading to 16 new business opportunities for the organization.
  • Proactively managed client risk through data analysis, achieving a retention rate of 84% for high-risk accounts.
  • Managed a cross-regional team to deliver a client-focused project, increasing satisfaction scores by 72% over a three years period.
  • Developed and maintained strong relationships with key decision-makers across Miscellaneous, leading to a 54% increase in referral business.
  • Re-engineered internal client support workflows, leading to a reduction in service downtime by 2 hours across all client accounts.

Affiliations

  • Jaycees
  • Customer Relationship Management Institute
  • American Marketing Association
  • Society for Human Resource Management (SHRM)
  • Project Management Institute (PMI)
  • Business Marketing Association
  • Rotary International
  • American Society for Quality (ASQ)
  • Society for Marketing Professional Services (SMPS)
  • International Customer Service Association (ICSA)

Certifications

  • Google Analytics Individual Qualification (GAIQ)
  • Google Certified Professional Cloud Architect
  • AMA Professional Certified Marketer (PCM)
  • CXPA Certified Customer Experience Professional (CCXP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce
  • Salesforce Certified Administrator
  • Diploma in Customer Relationship Management (CRM) from Lakeside Partners
  • Microsoft Dynamics 365 Fundamentals Certification
  • First Aid/CPR Certified

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