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Skills

  • Customer satisfaction improvement
  • Program equipment
  • Program development
  • MS Office
  • Project organization
  • Proficient in HubSpot
  • Client Feedback Analysis
  • Project management
  • Organization
  • CRM implementation and management

Work Experiences

  • Built stronger client rapport.
  • Conducted client health check-ins.
  • Oversaw the delivery of framework project by program team, which resulted in framework.
  • Boosted communication efficiency by 69%.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Analyzed client reporting to create personalized engagement strategies, leading to a 41% growth in renewals.
  • Achieved a 30% improvement in feedback scores.
  • Achieved a 83% increase in client renewals over 2023.
  • Achieved Excellence Award by meeting customer satisfaction targets and reducing churn by 34%.
  • Conducted regular milestone evaluations.

Summaries

  • Achieved Excellence Award recognition for customer advocacy.
  • Built strong client relationships.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Achieved results over 2018.
  • Costs were consistently reduced while profits were increased.
  • Client engagement expert.
  • Determined employee with 8 years of experience leading high-performing teams.
  • Client Supervisor proficient in CRM systems.
  • Clear understanding of risk assessment and client relations as well as workflow optimization training.
  • Adept at collaborating with sales and product teams.

Accomplishments

  • Coordinated large scale presentations and follow-ups with 12 critical clients, resulting in a 55% increase in repeat business.
  • Drove improvements in service-level agreements, ensuring that over 50% of commitments were met within deadlines, and client satisfaction goals were exceeded.
  • Spearheaded a cross-functional initiative that reduced client inquiry response times by 72% in 2018, greatly improving client satisfaction.
  • Consistently exceeded KPIs by managing client inquiries, resulting in a 74% increase in positive reviews by the end of 2024.
  • Received Client Service Excellence award in 2015, in recognition of efforts that enhanced team performance and client satisfaction levels by 57%.
  • Introduced and optimized a client engagement survey tool, which enhanced company understanding of client priorities and improved feedback loop efficiency.
  • Automated recurring client service tasks through Salesforce, cutting processing time in half and improving response consistency.
  • Streamlined the integration of client feedback into product enhancements, fostering a 45% faster time-to-market for new product versions.
  • Proactively identified service bottlenecks, leading to the reallocation of team resources and achieving a 74% improvement in efficiency.
  • Collaborated with team of 5 in the development of system.

Affiliations

  • Business Networking International (BNI)
  • Global Association of Customer Engagement Professionals (GACEP)
  • Global Enterprise Relationship Managers Association (GERMA)
  • International Business Communication Standards (IBCS)
  • Institute of Client Communication and Retention (ICCR)
  • National Association of Sales Professionals (NASP)
  • International Customer Experience Association (ICXA)
  • Professional Association for Client Service Managers
  • National Association of Social Workers
  • International Association for Customer Retention (IACR)

Certifications

  • Customer Relationship Management (CRM) Certification – 2015, edX
  • Certified Professional in Customer Experience (CCXP) – 2017, Customer Experience Professionals Association (CXPA)
  • Salesforce
  • CompTIA A+ Technician
  • Google Analytics Certified – 2017, Google Analytics Academy
  • Agile Project Leadership Certificate – 2023, framework
  • Handling Client Escalations Certification – 2020, Harbor & Co.
  • Project Management Professional (PMP)
  • Certified Customer Service Supervisor (CCSS) – 2021, Service Strategies
  • Advanced Customer Service Techniques – 2019, LinkedIn Learning

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