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Skills

  • Client troubleshooting expertise
  • Key metric tracking (e.g., NPS, churn rate)
  • Employee training and development
  • Organization
  • Data-driven decision making
  • First-contact resolution advancement
  • Automation of Support Processes
  • Client Satisfaction Improvement
  • Proactive communication with clients
  • Operational improvement

Work Experiences

  • Achieved a 21% increase in client retention rates.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Aided in their development.
  • Collaborated with the legal team to finalize service contracts, reducing contractual issues and disputes by 65%.
  • Championed the transition to a new CRM platform, decreasing data entry errors by 37% and improving client insights.
  • Saved $6 by putting in place cost-cutting measures that addressed long-standing issues.
  • Contributed to $11 in upsell revenue.
  • Achieved a 28% improvement in client survey responses.
  • Contributed to achieving President's Club.
  • Championed the transition to a new CRM platform.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 73% performance boost.
  • Achieved a 52% reduction of severe cases.
  • Achieved results within 5 months.
  • Client Support Manager passionate about driving client satisfaction and loyalty, successfully decreasing churn by 63% through targeted onboarding strategies.
  • Client Support Manager with a focus on increasing first-contact resolution rates by 76%, resulting in a significant boost in customer loyalty.
  • Client Support Manager with 15 years of successful client relations and workflow optimization experience.
  • Demonstrated ability to form and maintain long-term relationships.
  • Achieved a 62% increase in client renewals.
  • Boosted customer loyalty significantly.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored support metrics and presented findings to executive leadership, resulting in approval for a new team expansion to address increased demand.
  • Reduced response lag time for escalated cases by implementing an around-the-clock support model, increasing efficiency by 31%.
  • Collaboratively worked with cross-functional teams to streamline communication across client support and development, improving resolution times by 75%.
  • Introduced a knowledge base with self-service options, decreasing support tickets by 24% and enhancing customer empowerment.
  • Led root cause analysis sessions for recurring customer issues, resulting in a reduction of repeat tickets by 16%.
  • Delivered weekly training sessions through webinars, increasing client product adoption rates by 52% and reducing churn.
  • Implemented enhanced reporting capabilities for clients, resulting in a 48% decrease in client queries related to reporting inaccuracies.
  • Partnered with marketing to launch product training programs that boosted client engagement with new feature sets by 72%.
  • Introduced a live chat support option for premium clients which contributed to a 77% improvement in customer satisfaction scores.

Affiliations

  • Customer Experience Professionals Association (CXPA) – 2021
  • Society of Women Engineers
  • American Society for Quality (ASQ) – 2021
  • National Association of Social Workers
  • Business Relationship Management Institute (BRMI) 2015
  • Customer Service Research Center 2020
  • Association for Supply Chain Management (APICS)
  • American Management Association (AMA) – 2020
  • Project Management Institute
  • American Society of Safety Professionals

Certifications

  • First Aid/CPR Certified
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Certified Associate in Program Management (CAPM) from PMI
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Network+
  • Certified Employee Experience Professional (CEXP) from HR Certification Institute
  • Advanced Customer Service Management from the Customer Service Academy
  • Customer Support Skills Badge from LinkedIn Learning

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