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Skills

Client invoicing
Excellent team building skills
Cross-functional collaboration
New client acquisition
Patient care services coordination
Team leadership skills
Team coaching
Client relationship management
Sales team leadership
Cross-team training

Work Experiences

Achieved a 32% increase in early adoption.
Pushed for operational changes that resulted in cost savings and higher profit margins.
Achieved a 49% decrease in onboarding time frame.
Collaborated with internal sales teams to develop cross-sell and upsell strategies, leading to $83,000% growth in 2015.
Assisted in the rollout of major software enhancements.
Achieved results across 2019.
Worked with clients to help them make better life choices and get the most out of programs.
Analyzed unmet client needs.
Worked with Client Services Team Lead on program operations, including providing participant feedback and improvement suggestions.
Achieved improvement over 14 months.

Summaries

Costs were consistently reduced while profits were increased.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Collaborated with product teams.
Achieved performance lifts of 85%.
Adept at managing team KPIs.
Delivered $15 in upsell revenue.
Client-focused leader specializing in developing retention strategies that consistently outperform benchmarks, contributing to a 25% increase in customer loyalty.
Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
Achieved 57% growth in the client portfolio.

Accomplishments

Facilitated weekly team training sessions, resulting in a 62% uptick in accurate, timely service delivery.
Devised feedback mechanism that captured 13 customer satisfaction surveys, driving a 67% improvement in service standards.
Boosted customer retention rates by 36% through personalized service approaches and detailed account reviews.
Received consistently high feedback scores from clients, earning a Employee of the Year for customer service excellence in 2017.
Collaborated with the IT team to implement new CRM software, leading to a 64% increase in data accuracy and sales forecasting.
Fostered long-term relationships with key clients, leading to 60% increase in contract renewals and expansions over 6 months.
Documented and resolved program which led to system.
Led a team of 8 members to enhance customer satisfaction, boosting Net Promoter Score (NPS) by 73% in 6 months.
Led initiative to enhance the knowledge base for Tier 1 support staff, resulting in a 64% improvement in first-call resolution rate.
Reduced team turnover by 45% by fostering a collaborative and engaging team environment.

Affiliations

Institute of Leadership & Management (ILM)
Association for Information and Image Management (AIIM)
Lions Club
Association for Talent Development (ATD)
Toastmasters
Customer Success Association (CSA)
Association of Information Technology Professionals
IT Service Management Forum (itSMF)
Freemason
International Association of Business Communicators (IABC)

Certifications

Leadership in Customer Excellence Certification (LCEC)
ServSafe
Certified Business Analysis Professional (CBAP)
Certified ScrumMaster (CSM) for team leadership
SHRM Senior Certified Professional (SHRM-SCP)
Certified Salesforce Consultant (for CRM solutions)
Agile Team Facilitation (ICP-ATF) by ICAgile
Lean Six Sigma Green Belt (LSSGB)
Certified Team Leader (CTL) through Management and Strategy Institute
CompTIA Network+

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