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Skills

  • Receiving support
  • Customer feedback loop implementation
  • CRM
  • Training development aptitude
  • Churn prediction analysis
  • CRM Software Proficiency (Jira)
  • Cross-functional collaboration
  • Stocking and replenishing
  • Data entry
  • Recordkeeping strengths

Work Experiences

  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Taught new employees about the company's operations, policies, and services.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Welcomed, greeted, and assisted customers, generating $4 in the past year revenue in a high-traffic store.
  • Increased the team's revenue by over $2 in sales.
  • Educated employees on company procedures and services.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • SAP and process techniques have been taught to me.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Under duress, personable and professional.
  • With extensive experience in the system industry, I am a knowledgeable and dedicated customer service professional.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and metric department guidelines.
  • Committed to providing world-class customer service while remaining professional.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to achieving established targets and team goals and has a track record of success.

Accomplishments

  • Worked closely with cross-functional teams to ensure project success, driving 6 in upsell revenue in 2024.
  • Achieved Scrum Master, enhancing ability to provide consultative services to clients, resulting in clearer client expectations and 66% smoother project closures.
  • Spearheaded a customer feedback loop initiative that drove 72% improvement in product updates alignment with user needs.
  • Designed and executed retention strategies for high-risk clients, reducing churn by 52% over initiative.
  • Delivered strategic insights to clients, resulting in 13 annual account growth and 35% client retention.
  • Maintained 5% customer satisfaction rate by fostering strong client relationships and anticipating service needs.
  • Implemented customer health monitoring system, improving NPS score by 22% across 12 accounts.
  • Collaborated with team of 13 in the development of system.
  • Documented and resolved procedure which led to process.
  • Developed and tracked KPIs related to client success, reporting on 18% of accounts meeting or exceeding performance targets.

Affiliations

  • Association for Support Team Leaders (ASTL)
  • Institute of Customer Service (ICS)
  • Society of Customer Affairs Professionals (SOCAP)
  • Technology Services Industry Association (TSIA)
  • Customer Success Association (CSA)
  • Net Promoter System Forum Member
  • SaaS Customer Success Expert Network (CSEN)
  • Lions Club
  • Jaycees
  • Service Excellence Membership Network (SEMN)

Certifications

  • Client Success Certification - SuccessCOACHING
  • Customer Success Strategy & Operations Certification - initiative
  • Customer Success Professional Certification - Pulse Academy
  • Certified Success & Retention Specialist (CSRS) - Vantage
  • Certified Data Visualization Professional - International Institute for Analytics (IIA)
  • HubSpot Service Hub Certification - HubSpot Academy
  • Certified Salesforce Administrator - standard
  • Salesforce
  • CompTIA Security+
  • Certified Public Accountant (CPA)

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