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Skills

  • Regulatory compliance
  • Client Retention Strategies
  • Relationship development
  • CRM implementation and management (HubSpot)
  • Customer relationship management
  • Client solutions delivery
  • Customer service
  • Customer-facing training program development
  • Organization
  • Customer satisfaction improvement strategies

Work Experiences

  • Created a streamlined customer escalation process that resulted in resolving 29% of client issues within 24 hours.
  • Contributed to a 45% growth in team efficiency.
  • Transported Asana to one year customer locations.
  • Worked with Client Services Team Leader on program operations, including providing participant feedback and improvement suggestions.
  • Consistently stayed within budget.
  • Collaborated with initiative customers to determine their needs and deliver metric service.
  • Boosted team productivity by 39%.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Spoke with process and framework groups to increase community engagement and program outreach.
  • Coached and mentored a team of 16 agents, resulting in 62% decrease in turnover rate and an increase in job satisfaction levels.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 60% growth in client retention.
  • Client-focused leader skilled in delivering training that improves team capabilities across the board, directly contributing to 41% higher NPS scores in 2016.
  • Accomplished Client Services Team Leader with a history of successfully resolving escalated issues, leading to a 23% reduction in client complaints within one year.
  • Boosted the team’s service capabilities.
  • Achieves universal service excellence.
  • Client Services leader with a proven ability to harmonize cross-functional efforts, saving $6 in annual operational costs through strategic process improvements.
  • Accomplished in managing relationships with high-value clients, consistently maintaining satisfaction levels above 44% through effective communication and proactive problem-solving.
  • Client Services Team Leader with over 9 years of experience in managing high-performing teams and implementing strategies that improved customer satisfaction by 33%.
  • Adept at providing actionable feedback to service teams.

Accomplishments

  • Documented and resolved program which led to category.
  • Reduced average response times for high-value clients by 24% through the prioritization of dedicated support staff.
  • Optimized team schedules using workload data, reducing client wait times by 55% and improving service availability.
  • Developed training models for junior agents on product knowledge and issue resolution, resulting in a 48% reduction in training ramp-up time.
  • Organized quarterly team-building initiatives, directly contributing to improved team dynamics and a 55% drop in agent turnover.
  • Resolved high-touch client issues, mitigating potential losses worth 9 over two years.
  • Created customized reporting for key clients, allowing for better visibility and increasing upsell opportunities by 17%.
  • Collaborated with team of 9 in the development of method.
  • Implemented a tiered customer support system that allowed issue prioritization, reducing critical incident resolution times by 19%.
  • Successfully negotiated service-level agreements (SLAs) with clients, increasing retention rates by 36% over 6 months.

Affiliations

  • American Medical Informatics Association
  • Customer Service Experts Group
  • American Marketing Association
  • Society for Human Resource Management (SHRM)
  • International Service Excellence Awards Committee
  • Association for Talent Development (ATD)
  • Leadership Institute for Service Excellence
  • Certified Customer Service Professional (CCSP) Certification Program
  • Jaycees
  • National Customer Service Association (NCSA)

Certifications

  • Certified Sales Operations Manager - Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Customer Success Manager Professional Certification (CSMPC) - Summit Group
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)
  • Certified Professional in Customer Experience (CPCE) - Brightline
  • Apple Certified Associate (ACA)
  • Quality Assurance Management Certification - Cedar Works

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