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Skills

  • Process improvement
  • Automation of Support Processes
  • Client Retention Strategies
  • Relationship development
  • MS Office
  • Process improvement for faster response times
  • Customer success strategies
  • Customer service
  • Knowledge base refinement
  • Client use case analysis

Work Experiences

  • Achieved a 21% increase in client retention rates.
  • Achieved results in 14 months.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved an average response time of 9 minutes.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 57% improvement in client survey responses by organizing and presenting targeted client training sessions.
  • Created specific training modules for clients, thereby reducing onboarding times by 18 weeks and improving product adoption.
  • Collaborated with the legal team to finalize service contracts, reducing contractual issues and disputes by 65%.
  • Spoke with process and initiative groups to increase community engagement and program outreach.

Summaries

  • Achieved results in the past year.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Client Support Manager adept at delivering post-go-live assistance.
  • Client relations is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Client-centric leader.
  • Automated repetitive support processes.
  • Client-centric leader with a talent for reducing escalations by 20% through the design of detailed SLAs tailored to client needs.
  • Demonstrated ability to form and maintain long-term relationships.
  • Client Support Manager adept at delivering comprehensive post-go-live assistance, leading to a 30% drop in client support tickets.
  • Client Support Manager is a multi-talented Client Support Manager who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Introduced a knowledge base with self-service options, decreasing support tickets by 24% and enhancing customer empowerment.
  • Introduced a live chat support option for premium clients which contributed to a 77% improvement in customer satisfaction scores.
  • Delivered weekly training sessions through webinars, increasing client product adoption rates by 52% and reducing churn.
  • Established a client onboarding program that decreased time-to-productivity by 16 months, improving initial client satisfaction scores.
  • Spearheaded a CRM platform migration to ServiceNow, reducing cost by 62% while improving team efficiency in customer management.
  • Reduced response lag time for escalated cases by implementing an around-the-clock support model, increasing efficiency by 31%.
  • Implemented enhanced reporting capabilities for clients, resulting in a 48% decrease in client queries related to reporting inaccuracies.
  • Provided escalation response leadership, reducing average escalation handling time by 47% while maintaining high client satisfaction.
  • Developed and rolled out a VIP client management strategy, driving a 79% increase in premium service use within three years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Council of Nurses
  • Customer Service Professionals Network 2018
  • International Association of Administrative Professionals
  • Freemason
  • Customer Success Association 2016
  • Lions Club
  • Association of Information Technology Professionals
  • Technical Support Practices Alliance 2018
  • Support Driven Community 2019
  • Customer Relationship Management Association 2022

Certifications

  • Certified in Executive Coaching Techniques from Cedar Works
  • Advanced Customer Service Management from the Customer Service Academy
  • CompTIA Security+
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Communication Skills for Customer Service Professionals from Lakeside Partners
  • ServSafe
  • Certified Business Process Professional (CBPP) from ABPMP
  • CompTIA Network+
  • Apple Certified Associate (ACA)

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