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Skills

  • Business process improvement
  • Supervision
  • Scheduling
  • CRM software proficiency (SAP)
  • Workflow planning
  • Churn rate reduction
  • Data-driven decision making
  • Contract Negotiation and Management
  • Communications
  • Staff management

Work Experiences

  • Developed a highly efficient administrative team through ongoing coaching and professional development opportunities.
  • Organized corporate and office conferences for company employees and guests.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Achieved a 48% cost reduction for clients.
  • Gathered and analyzed administrative cost data in order to prepare three years budgets for corporate management.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Effectively managed costs and billing, as well as financial discrepancies, by using method software to organize account information.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.

Summaries

  • Looking for a management position with a company in the Miscellaneous sector.
  • Within Miscellaneous, senior Client Service Director and outstanding performer in process improvement and strategic planning.
  • Achieved 79% new business growth within the past year.
  • Clear understanding of stakeholder engagement and workflow optimization as well as budget management training.
  • Accomplished leader with experience mentoring client service teams.
  • Miscellaneous administrative office management, related regulatory guidelines, and workflow optimization certified ITIL and Client Service Director.
  • Costs were consistently reduced while profits were increased.
  • Achieved 22% customer retention growth.
  • Achieved a 32% reduction in service delivery time.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.

Accomplishments

  • Partnered with cross-functional teams to launch an automated onboarding tool, decreasing the activation process from 3 days to 9 days.
  • Identified key customer segments leading to more personalized service offerings and an uptick in client satisfaction by 75%.
  • Conceptualized an upsell tracking system that allowed the team to focus on high-value opportunities, increasing upsell transactions by $13.
  • Developed and executed a client referral program, resulting in 8 new client acquisitions and contributing an additional $4 in revenue.
  • Directed the client service team through the deployment of a new product suite, reducing onboarding time by 74% and boosting upsell opportunities.
  • Designed and implemented a customer satisfaction survey system, resulting in actionable insights that improved overall service ratings by 15%.
  • Led customer satisfaction initiatives that resulted in a 55% improvement in customer feedback ratings over 2015.
  • Managed the strategic client onboarding process for key accounts, reducing time-to-value by 62% and shortening deal cycles.
  • Analyzed monthly client churn rates, identifying framework and implementing solutions that reduced churn by 52% in 2018.
  • Developed and implemented a tiered client service structure that increased customer retention by 58% and improved response times by 8 minutes.

Affiliations

  • Account Management Professionals Association
  • Rotary International
  • Customer Experience Professionals Association (CXPA)
  • American Society for Quality (ASQ) - Relevant for Service Efficiency Improvement
  • CRM & Customer Interaction Professionals Association
  • Digital Customer Service Leadership Forum
  • Global Customer Experience Management Organization (GCXMO)
  • Enterprise Engagement Alliance (EEA)
  • National Association of Social Workers
  • Lions Club

Certifications

  • Certified Information Systems Auditor (CISA) by ISACA
  • Customer Service Operations Certificate by Cornell University
  • Certified Associate in Project Management (CAPM) by PMI
  • CompTIA A+ Technician
  • Net Promoter Score (NPS) Training and Certification by Net Promoter Academy
  • ITIL Foundation Certification in IT Service Management
  • Certified Customer-Engagement Professional (CCEP) by system
  • Certified Leadership & Performance Coach (CLPC) by ILM
  • Customer Success Strategies Certificate by The TechBlue Institute
  • Certified Client Service Specialist (CSSS) by The Client Service Institute

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