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Skills

  • Data-driven decision making
  • Regulatory compliance
  • Program oversight
  • CRM technology implementation
  • Customer escalation resolution
  • Customer service training program design
  • Customer Churn Reduction
  • Budgeting for client services
  • Customer journey mapping
  • Cross-Functional Leadership

Work Experiences

  • Championed the use of cutting-edge CRM technology that provided real-time client analytics, resulting in a 59% increase in actionable insights for account teams.
  • Was in charge of the P&L and corporate fiscal responsibility, which resulted in procedure.
  • Achieved an Innovation Award in recognition of exceptional leadership in client service, driving team performance and ensuring a 74% boost in yearly client retention.
  • Championed the use of cutting-edge CRM technology.
  • Aligned growth metrics with corporate objectives.
  • Fostered a productive work environment and improved morale by recognizing and rewarding actions that best served clients and objectives.
  • Contributed to a 36% increase in service quality.
  • Fostered a culture of continuous improvement and innovation to improve efficiency and drive results.
  • Completed project management under budget and on time in order to meet project objectives.
  • Trained, led, and developed a client services team, instilling knowledge and skills in them to carry out business strategies and provide maximum customer satisfaction in order to maintain profitability.

Summaries

  • Effective Client Services Vice President with 9 years of executive experience in customer service, sales, and staff management.
  • Achieved a 16% boost in team efficiency.
  • Achieved a 19% increase in overall NPS.
  • Accelerated revenue growth.
  • Miscellaneous is a key area of expertise.
  • Achieved 58% reductions in customer turnover.
  • Achieved 54% operational efficiency.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Excellent communication and client relationship-building skills, as well as a track record of meeting business objectives and metrics.
  • Client Services Vice President with 4 years of experience in Miscellaneous who is detail-oriented.

Accomplishments

  • Identified and implemented process improvements that led to a 41% reduction in the number of repeat client service incidents.
  • Scaled the team's client support capabilities by 35%, ensuring high levels of service coverage during peak periods.
  • Formulated a multi-step client feedback strategy, garnering insights that were directly responsible for a 51% rise in the Net Promoter Score (NPS).
  • Partnered with marketing to launch new campaigns tailored for key customer segments, producing a 69% increase in engagement rates.
  • Implemented automated workflows that resulted in a 19% decrease in manually processed client service requests, saving 3 hours monthly.
  • Collaborated with team of 18 in the development of process.
  • Resolved product issue through consumer testing.
  • Partnered with cross-functional teams, including legal and compliance, to renegotiate legacy contracts, saving the company $16 in potential liabilities.
  • Revamped communication flow within client services teams, resulting in a 74% reduction in internal response time and a measurable 7 hour increase in client response speed.
  • Built a collaborative feedback loop between client-facing teams and internal departments, leading to 68% improvement in issue resolution times.

Affiliations

  • Institute of Customer Service
  • Association for Women in Customer Service & Support
  • American Management Association
  • Executive Women's Association in Service Leadership
  • American Marketing Association
  • Project Management Institute
  • American Society of Safety Professionals
  • Strategic Account Management Association (SAMA)
  • Global Leadership Summit (2015)
  • National Association of Social Workers

Certifications

  • HubSpot Inbound Marketing Certification
  • CompTIA Network+
  • Certified Digital Customer Experience Manager (CDCXM) - Harbor & Co.
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Retention Specialist (CCRS)
  • Digital Leadership Certification - Brightline
  • Certified Enterprise Relationship Management Professional (CERM)
  • ServSafe
  • Certified Sales Leadership Professional (CSLP) – Sales Management Association
  • Advanced Customer Service Management Certification - Summit Group

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