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Skills

  • Shipping procedures understanding
  • Customer success strategies
  • Customer service strategy alignment
  • Multi-line phone talent
  • Professional telephone demeanor
  • Sales expertise
  • Client communication workflow design
  • Client Feedback Analysis
  • Customer Churn Reduction
  • Client satisfaction score tracking

Work Experiences

  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Handled over 15 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided clients with basic technical support for a variety of category company products.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Acquired 16 new customers, resulting in 17% revenue for the team.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Dedicated to exceeding expectations and leading the team to success.
  • Very knowledgeable about ServiceNow, as well as method competitors and offerings.
  • Hardworking Client Services Liaison with 16 years of telecommuting experience meeting customer needs.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to meeting and exceeding system objectives through effective communication and metric abilities.
  • Client Services Liaison proactive with experience in providing support and resolving customer complaints.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and method department guidelines.
  • Fluent in Japanese. Personable and professional communicator.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Built strong relationships with stakeholders to develop a client-first service model, improving first response times by 57% across procedure.
  • Directed a team-driven initiative that consolidated client records in Asana, increasing productivity and enabling a 37% decrease in manual data entry errors.
  • Facilitated multilingual client communication in German and Japanese, bridging language barriers and enhancing service accessibility for international clients.
  • Routinely exceeded KPI benchmarks, including response times, issue resolutions, and overall service quality, leading to 16% increase in client loyalty.
  • Designed internal knowledge-sharing sessions to address common client concerns, decreasing escalations to senior management by 25% over 2021.
  • Partnered with vendors to create streamlined product delivery schedules, reducing delays and saving clients an average of 6 hours per service request.
  • Exceeded upsell and cross-sell targets by 26% through strategic relationship management and customized service recommendations.
  • Documented and resolved procedure which led to program.
  • Led a cross-functional team to increase upsell opportunities during service improvement conversations, resulting in 13 additional revenue within 2018.
  • Managed tiered client engagement strategies to increase satisfaction among 16 key accounts, resulting in 28% higher renewal rates.

Affiliations

  • Society for Customer Success Acceleration Professionals
  • Business Relationship Management Institute (BRM Institute)
  • Global CRM Systems and Customer Relations Experts Association (GCRS)
  • National Association of Social Workers
  • Society for Technical Communication (STC) - Technical Liaison Chapter
  • Lions Club
  • Enterprise Client Retention Network (ECRN)
  • Jaycees
  • International Business Management and Client Services Association (IBMCSA)
  • National Organization of Account Executives

Certifications

  • First Aid/CPR Certified
  • Certified Contract Manager (CCM) - method
  • Certified Public Accountant
  • Commercial Client Services Certification – American Bankers Association
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)
  • ServSafe
  • Certified Professional in Business Process Management (CPBPM) - ABPMP
  • Google Certified Professional Cloud Architect
  • Certified ScrumMaster (CSM) – Scrum Alliance

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