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Skills

  • Customer service strategy alignment
  • Stocking and replenishing
  • CRM
  • Client needs assessment
  • Customer retention techniques
  • Complaint resolution
  • Professional telephone demeanor
  • Route dispatch
  • Stock management
  • Contract negotiations and renewals

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Ensure that customers and internal departments are properly communicated with.
  • In the top 7% of employees for successful launched.
  • Acquired 16 new customers, resulting in 17% revenue for the team.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Averaged 7 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Provided ongoing guest service, which included Asana recommendations.
  • Customer service training processes were implemented and developed by me.
  • Used a POS system to itemize and total the purchases of 15 customers.
  • Kept the initiative and process areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.

Summaries

  • Hardworking Client Services Liaison with 16 years of telecommuting experience meeting customer needs.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Very knowledgeable about ServiceNow, as well as method competitors and offerings.
  • Client Services Liaison is a multi-talented Client Services Liaison who is consistently rewarded for planning and operational improvements.
  • Client Services Liaison is a service-oriented Client Services Liaison with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • SAP and method techniques have been taught to me.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Strengths in performance reporting and workflow optimization backed up by Miscellaneous training.

Accomplishments

  • Created a comprehensive service delivery tracking system that reduced average response times by 46% and improved team efficiency.
  • Enhancing client onboarding experience by developing new templates and guides, which shortened onboarding time by 48% and improved client readiness.
  • Led multichannel communication initiatives (email, phone, chat), ensuring seamless interactions and consistently achieving a 72% positive feedback score.
  • Executed a vendor coordination strategy that reduced service costs by 84% while ensuring no delays in client service delivery.
  • Collaborated with logistics to adjust project timelines based on client needs, reducing potential delays by 3 days.
  • Spearheaded the onboarding and migration process of 10 clients to a new CRM platform, ensuring 68% data accuracy and improved communication tracking.
  • Collaborated with team of 10 in the development of initiative.
  • Proactively engaged with clients post-service to upsell additional products, achieving 10 in revenue beyond initial contract expectations.
  • Resolved product issue through consumer testing.
  • Routinely exceeded KPI benchmarks, including response times, issue resolutions, and overall service quality, leading to 16% increase in client loyalty.

Affiliations

  • National Organization of Account Executives
  • Association of Information Technology Professionals
  • Senior Client Engagement Executive Association (SCEEA)
  • Rotary International
  • Global CRM Systems and Customer Relations Experts Association (GCRS)
  • Project Management Institute
  • Global Association for Client Service Professionals
  • American Management Association (AMA), Customer Relations Branch
  • American Medical Informatics Association
  • Enterprise Client Solutions Development Council

Certifications

  • Certified Public Accountant (CPA)
  • PRINCE2 Foundation Certification – AXELOS
  • Certified Customer Experience Professional (CCXP) - CXPA
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Collaboration Architecture Specialist – Cisco
  • Certified Information Systems Auditor (CISA)
  • Apple Certified Associate (ACA)
  • Certified Professional in Business Process Management (CPBPM) - ABPMP
  • Certified Associate in Project Management (CAPM) – Project Management Institute
  • Salesforce Administrator Certification - metric

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