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Skills

  • Data-driven decision making
  • Process optimization
  • Cross-functional collaboration
  • Stock management
  • Customer experience improvement
  • Key stakeholder relationship building
  • Stocking and replenishing
  • Money handling abilities
  • Receiving support
  • Medical terminology knowledge

Work Experiences

  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided clients with basic technical support for a variety of framework company products.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Welcomed, greeted, and assisted customers, generating $4 in the past year revenue in a high-traffic store.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was quick to respond to potential customers' questions and requests.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Tableau expert with experience in data analysis services.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • Hardworking Client Success Associate with 7 years of telecommuting experience meeting customer needs.
  • Client Success Associate with 5 years of experience in dealing with customer requests and concerns.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Great phone skills and system talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Managed communication with C-level stakeholders at 4 enterprise accounts, successfully driving 11 in account upgrades.
  • Developed retention models that forecasted churn risk, resulting in timely interventions preventing 11 in lost revenue.
  • Identified recurring client complaints through root cause analysis, implementing solutions that improved client retention by 15%.
  • Built and maintained executive dashboards in Salesforce for clients, offering real-time insights into performance and increasing transparency.
  • Collaborated with the sales team on 10 cross-selling opportunities, leading to over 8 in additional revenue.
  • Trained and mentored 3 junior associates, improving team performance and hitting department KPIs 82% faster.
  • Successfully negotiated 8 in contract renewals, exceeding department goal by 22%.
  • Worked with product development to customize offerings, leading to a 52% growth in user adoption for Power BI.
  • Led customer workshops focused on Workday adoption, resulting in a 46% boost in usage of platform features.
  • Reduced escalations by implementing proactive support workflows, handling 15 fewer critical issues during the past year.

Affiliations

  • Customer Advocacy Institute (CAI)
  • International Council of Nurses
  • Association of Support Professionals (ASP)
  • Association for Supply Chain Management (APICS)
  • Project Management Institute (PMI)
  • Customer Success Association (CSA)
  • Association of Information Technology Professionals
  • Customer Experience Professionals Association (CXPA)
  • Technology Services Industry Association (TSIA)
  • Business Relationship Management Institute (BRMI)

Certifications

  • Strategic Account Manager (SAM) Certification - Strategic Account Management Association (SAMA)
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Certified Public Accountant
  • CompTIA A+ Technician
  • Certified Success & Retention Specialist (CSRS) - Vantage
  • Certified Professional in Customer Service (CPCS) - Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • Advanced Account Planning Certification - Sales Management Association
  • Microsoft Power Platform Fundamentals (PL-900) - Microsoft
  • Customer Success Professional Certification - Pulse Academy

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