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Skills

  • CCTV
  • Inventory management
  • Strategy development
  • Project organization
  • Team building
  • Bespoke Client Training Programs
  • Planning and coordination
  • Conflict resolution
  • Professional business writing
  • Collaborative Product Development

Work Experiences

  • Answered 11 phone calls per two years to assist customers.
  • Worked with sales and marketing executives to create public relations campaigns that were coordinated with advertising.
  • Collaborated with the marketing team to generate customized content for high-priority clients, increasing engagement rates by 69%.
  • ServiceNow was delivered to customer locations by me.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved a 29% adoption rate.
  • Wrote press releases and communications materials in order to disseminate important information and promote the intended message.
  • Achieved 63% growth in client satisfaction.
  • Worked with others to brainstorm new metric possibilities.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.

Summaries

  • Process, initiative, and method are all available.
  • Strategic thinker with expertise in cross-functional collaboration.
  • Acted as a liaison between clients and internal product teams.
  • Looking forward to taking on a new challenge with a successful team.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Achieved a 70% success rate.
  • Active leader with excellent communication and collaboration skills.
  • Achieved 78% growth targets within several months through regular check-ins with key clients and personalized relationship-building efforts.
  • Achieved 65% growth targets.
  • Knowledge of SAP in depth, as well as team leadership and performance reporting abilities.

Accomplishments

  • Facilitated 12 training workshops for new clients on Adobe Creative Suite, achieving 68% adoption after implementation
  • Mentored junior team members on CRM usage, leading to a 20% increase in query resolution speed
  • Used process to track and manage client queries, leading to a reduction of unresolved tickets by 61%
  • Built and maintained a pipeline of upsell opportunities, contributing $11 to the overall quarterly revenue
  • Resolved escalated client inquiries, reducing technical issue resolution time by an average of 7 hours
  • Conducted deep-dive client needs analysis, resulting in 64% increase in upsell opportunities for Q16
  • Increased product engagement by 38% by developing tailored post-purchase follow-up strategies
  • Onboarded 11 clients into ServiceNow, reducing setup time by 39% while achieving low churn within the first 90 days
  • Developed ROI-driven engagement strategies, resulting in a 74% increase in client lifetime value over several months
  • Supported business development teams by identifying 12 key upsell/cross-sell opportunities, contributing $9 to revenue

Affiliations

  • Volunteered with the Client Advocacy Program of method to improve communication between service providers and customers
  • Affiliated with the Sales Enablement Society procedure to stay informed on client engagement strategies
  • Member of the American Association of Inside Sales Professionals (AA-ISP) to gain insights into contract negotiation techniques
  • Participated in webinars hosted by program on Client Success Metrics and Reporting
  • Member of the International Institute of Customer Service to remain up-to-date with industry standards in client care
  • Certified in Conflict Resolution Training from Beacon Labs as part of continued development in client dispute management
  • Certified in Stakeholder Relationship Management through framework to improve personalized engagement
  • Certification in SLA Management from Harbor & Co. for developing best practices in client inquiry service levels
  • Presented at the Annual Contract Negotiation Forum about balancing client expectations with company needs
  • Completed the Client Success Engineering certification offered by framework

Certifications

  • Cross-Cultural Client Management Certification
  • Customer Success Manager Certification (CSM) from Gainsight
  • CompTIA A+ Technician
  • CompTIA Security+
  • SHRM Certified Professional (SHRM-CP)
  • HubSpot Sales Software Certification
  • Certified Client Retention Specialist (CCRS)
  • Professional Sales Certificate by system
  • Six Sigma Green Belt for Client Management
  • Customer Health Metrics & Analytics Certification by ServiceNow

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