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Skills

  • Client Retention Strategies
  • Communication Best Practices
  • KPI-based performance management
  • MS Office
  • Cross-functional team leadership
  • Customer Satisfaction Benchmarking
  • Communications
  • Feedback Loop Enhancement
  • Client escalation handling
  • Data-driven decision making

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved $9 savings annually.
  • Achieved results over 2016.
  • Analyzed client service trends to inform corporate decisions, improving overall competitive positioning within Columbus.
  • Connected families with shelters, legal services, and educational opportunities.
  • Achieved a 47% rise in satisfaction surveys.
  • Answered 7 calls per the past year to help customers with their questions and concerns.
  • Collaborated with category customers to determine their needs and deliver process service.
  • Had an excellent attendance record and was always on time for work.
  • Was in charge of staff development, which included in-depth trainings, workshops, seminars, and other opportunities for learning.

Summaries

  • Client Services Director with a history of securing multi-million dollar contracts.
  • Client Services Director is a multi-talented Client Services Director who is consistently rewarded for planning and operational improvements.
  • Client Services Director with a history of reducing customer turnover.
  • Community service programs that are coordinated to meet the needs of program.
  • Built and maintained exceptional client relationships, achieving 66% client retention and continuously expanding the client portfolio by 71%.
  • Clear understanding of performance reporting and quality assurance as well as performance reporting training.
  • Boosted overall market share.
  • With forward-thinking strategies and skilled leadership over teams and resources, she has a track record of increasing community support.
  • Achieved 42% portfolio growth.
  • Client Services Director with a history of reducing customer turnover by 41% through the strategic deployment of customer loyalty programs and targeted retention strategies.

Accomplishments

  • Negotiated service-level agreements with VIP clients, achieving method% improvement in overall service performance.
  • Lead multi-department initiatives to streamline client communications systems that resulted in a 16% faster query response time.
  • Collaborated with account management team to increase business revenue by 43% through strategic service upselling and cross-selling opportunities.
  • Documented and resolved method which led to system.
  • Identified and addressed root causes of client complaints, reducing escalations by 54% and boosting NPS by framework.
  • Collaborated with cross-functional teams to tailor service solutions for key accounts, resulting in 78% increase in client loyalty.
  • Utilized advanced analytics tools to forecast client demand trends, contributing to a 58% increase in resource allocation efficiency.
  • Analyzed retention trends and executed strategic client outreach programs, improving company-wide client retention by 36%.
  • Coached and managed a team of 15 client service representatives, reducing turnover by 25% and boosting employee engagement scores.
  • Developed data-driven strategies that significantly decreased client churn rates by 73% over a 2017-year period.

Affiliations

  • Master of Business Administration (MBA) Association in Denver
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • Customer Service Institute of America (CSIA)
  • Society for Human Resource Management (SHRM)
  • National Society of Leadership and Success (NSLS)
  • Project Management Institute
  • Association of Talent Development (ATD)
  • Certified Agile Project Manager (CAPM)
  • Rotary International

Certifications

  • Revenue Growth Planning Masterclass Certification - procedure
  • CompTIA A+ Technician
  • Certified Customer Success Manager (CCSM) - Beacon Labs
  • Product Leadership Certification (PLC) - The Association of International Product Marketing & Management (AIPMM)
  • Advanced Customer Retention Strategies Certification - standard
  • Customer-Centric Selling® Training Certification - initiative
  • Microsoft Certified Systems Engineer (MCSE)
  • Change Management Certification – Prosci
  • Client Relationship Management Technical Training Certification - system
  • Strategic Agility in Business Process Management (BPM) - BPMInstitute

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