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Skills

  • Account portfolio management
  • Client Issue Escalation Handling
  • Client needs assessment
  • Upselling and cross-selling
  • Communications
  • Relationship development
  • Customer satisfaction improvement
  • Process improvement
  • Customer survey implementation
  • Organization

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Assisted with complex product configuration challenges.
  • Oversaw the delivery of category project by standard team, which resulted in framework.
  • Had an excellent attendance record and was always on time for work.
  • Actively managed a portfolio of 13 high-value clients.
  • Analyzed credit reports to identify issues and devised debt consolidation and reduction strategies for clients.
  • Decreased complaint resolution times by 69% by streamlining communication between clients and support teams.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Developed detailed client reports to track service engagement and provided strategies to improve customer success metrics.
  • Built referral programs leading to a 65% increase in new client acquisition and a widespread reputation in Miscellaneous.

Summaries

  • Addressed client needs.
  • Collaborated with the sales team to upsell products, increasing contract renewals by 17% and driving overall revenue growth.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at building client-centric reports.
  • Business development-oriented Client Relations expert skilled in negotiating contracts, achieving a 64% increase in client renewals annually.
  • Effective at creating and putting plans in place for each individual or organization.
  • Adept at working with sales and product teams to ensure customer feedback informs new features, resulting in a 28% growth in product adoption.
  • Achieved a 44% annual increase in loyalty.
  • Achieved 85% client satisfaction growth.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Collaborated with product development teams to provide client insights that influenced HubSpot, increasing client satisfaction by 46%.
  • Documented and resolved framework which led to program.
  • Led the successful onboarding of 14 new clients, coordinating with various internal departments to ensure seamless integration and immediate value delivery.
  • Conducted comprehensive training sessions for clients on SAP solutions, achieving Scrum Master to improve product adoption and reduce support needs.
  • Collaborated with operations to develop an advanced client reporting system that reduced manual tracking processes and provided real-time visibility to 8 accounts.
  • Personally onboarded high-value accounts during the SAP rollout, ensuring smooth transitions and full feature adoption.
  • Secured long-term contracts with key accounts by executing strategic presentations and delivering data-driven insights to clients.
  • Utilized CRM platforms such as Power BI to maintain detailed logs of all client communications, ensuring customer needs were tracked and followed up on effectively.
  • Managed a portfolio of 11 client accounts, serving as the main point of contact while ensuring consistent communication and satisfaction with services.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Certified Sales Trainer (ITIL, 2017, Brightline)
  • Graduate, Excellence in Client Engagement Program (2016)
  • International Council of Nurses
  • Association for Computing Machinery
  • National Association of Social Workers
  • Workshop Participant: International Conference on Customer Experience Research (2016, Columbus)
  • Customer Experience Professionals Association (CXPA) 2020 - Present
  • Leadership Program Graduate – Customer Retention Experts Forum (Austin, 2020)
  • Member, National Association of Sales Professionals (2020 - Present)
  • Professional Engagement in Client Management Forums (Boston, 2017)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Client Engagement Courses by Adobe Creative Suite
  • Certified Customer Success Manager (CCSM) by SuccessHACKER
  • Cross-Cultural Communication Certificate from Northwind
  • Business Communication Certification by Asana
  • Leadership Essentials for Client Managers by Jira
  • Client Retention and Loyalty Management Certificate
  • Certified Client Service Specialist (CCSS) from Ironclad Systems
  • Microsoft Power BI for Client Reporting Certification

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