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Skills

  • Standard equipment
  • Customer retention strategies
  • Client report preparation
  • Escalation handling
  • Communications
  • Client Satisfaction Improvement
  • Business operations
  • Relationship development
  • Customer service excellence
  • Customer service

Work Experiences

  • Worked with clients to help them make better life choices and get the most out of programs.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Saved $13 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved $202,000 value deals per quarter.
  • Anticipated future client needs.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Addressed clients' evolving business needs.
  • Analyzed customer feedback data and developed actionable improvement plans, increasing client renewal rate by 43%.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Boosted engagement with 19% open rates.

Summaries

  • Achieved 65% increase in retention.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Contributed to 16% increase in long-term client retention.
  • Contributed to 83% improvement in customer satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Client Services Intern with strong analytical skills.
  • Team leadership is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Client Services Intern with strong analytical and negotiation skills that helped secure deals valued at $170,000 per quarter while improving service delivery strategies.
  • Contributed to 24% improvement in stakeholder decisions.
  • Client-focused professional.

Accomplishments

  • Created a new internal quality assurance process, reducing client onboarding errors by 73%.
  • Supported the migration of 8 clients to SAP, ensuring zero downtime and a smooth transition.
  • Onboarded and supported 3 clients in transitioning to QuickBooks, improving client satisfaction scores by 46%.
  • Took initiative in resolving up to 79% of escalated client service issues within 18 months by collaborating closely with product, engineering, and support teams.
  • Partnered with customer success teams to proactively address client issues, reducing churn rates by 55%.
  • Facilitated seamless client communication leveraging ServiceNow, improving ticket resolution times by 10%.
  • Collaborated cross-functionally with sales and engineering departments to implement product adjustments, leading to a 17% improvement in client satisfaction.
  • Provided data-driven insights from customer feedback that led to product feature adjustments, increasing satisfaction rates by 76%.
  • Spearheaded the rollout of new customer care strategies that improved Net Promoter Scores (NPS) by 49%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Young Professionals Network (YPN) - Business Development Committee
  • Account Managers Network Association (AMNA) - Regular Contributor
  • National Association for Business Economics (NABE) - College Chapter Member
  • Lions Club
  • Association of Support Professionals (ASP) - Collaboration and Knowledge Sharing
  • Society of Customer Experience Professionals (SOCXP) - Conference Attendee
  • American Society of Safety Professionals
  • Zendesk User Group - Knowledge Sharing Events
  • Freemason
  • Rotary International

Certifications

  • Google Certified Professional Cloud Architect
  • HubSpot Inbound Marketing Certification
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Account Management & Client Care Certification
  • Call Center Customer Service Mastery Certification
  • Certified in Governance, Risk, and Compliance (CGRC)
  • Customer Success Manager Training Power BI
  • Salesforce
  • First Aid/CPR Certified

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