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Skills

  • Contract negotiation
  • Performance metric tracking
  • Supervision
  • Revenue forecasting
  • Client presentation skills
  • Business Development
  • Process improvement
  • Program equipment
  • Regulatory compliance
  • Brand advocacy building

Work Experiences

  • Oversaw the delivery of category project by program team, which resulted in initiative.
  • Aligned customer acquisition strategies with business goals.
  • Gathered customer data and entered it into a CRM database.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved improvement over 2019.
  • Talked to clients about their financial options and gave them sound advice.
  • Achieved Innovation Award for client service delivery.
  • Met with clients to discuss their financial goals and to review their assets, liabilities, cash flow, and other financial data.
  • Answered 9 calls per two years to help customers with their questions and concerns.
  • Achieved this within 2015.

Summaries

  • Accomplished in developing tiered customer service models, successfully shortening response times by 58% and enhancing overall service delivery.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Boosted product adoption rates by 43% points.
  • Boosted retention rates by 36% over one year.
  • Celebrated professional with proven ability to increase client satisfaction by deploying highly effective customer journey mapping strategies.
  • Capable of presenting investment options that are tailored to the needs and risk tolerance of customers.
  • Accomplished in developing customer onboarding strategies.
  • Expertise in developing financial plans for both individuals and businesses.
  • Client Relationship Executive skilled in integrating CRM solutions.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Collaborated with product teams to create custom solutions for clients, leading to a 85% increase in product feature adoption.
  • Used churn analysis to assess at-risk accounts, leading a proactive client outreach campaign that improved retention by 75% points in 6 months.
  • Negotiated 7-figure contracts with Fortune 500 clients, contributing over $8 to annual revenue.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Prepared and facilitated executive-level client strategy meetings, aligning business objectives and securing strategic buy-in for a 51% revenue boost.
  • Orchestrated VIP escalation process, ensuring issue resolution within 18 months and increasing Net Promoter Score by 76% points.
  • Facilitated 11 client workshops, enhancing product understanding and increasing renewal rates by 29%.
  • Closed business worth $6 through strategic relationship building and long-term partnerships across 3 accounts.
  • Led sales pipeline initiatives, resulting in a 28% growth in revenue within QuickBooks's vertical in 2016.
  • Provided executive-level stakeholders with in-depth client health reports, enabling targeted actions that led to a 41% increase in customer retention.

Affiliations

  • Global Inside Sales Association (GISA)
  • Customer Service Institute of America (CSIA)
  • National Contract Management Association (NCMA)
  • Business Relationship Management Institute (BRM Institute)
  • Project Management Institute (PMI) – Focuses on time management and prioritization
  • Rotary International
  • International Association of Administrative Professionals
  • Society for Human Resource Management (SHRM) – Relevant for cross-functional collaboration experience
  • Institute of Sales Management (ISM)
  • Toastmasters

Certifications

  • Project Management Professional (PMP)
  • Certified Client Management Professional (CCMP)
  • Certified Specialist in Business Relationship Management (BRMP®)
  • ITIL Foundation Certification - AXELOS
  • Certified CRM Professional (CCP) by The CRM Academy
  • Hootsuite Social Media Marketing Certification
  • Certified Public Accountant
  • Certified Strategic Account Manager (CSAM) by The Strategic Account Management Association
  • Customer Success Management Essentials Certification by SuccessCOACHING
  • Certified Customer Success Manager (CCSM) by SuccessHACKER

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