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Skills

  • Client satisfaction score tracking
  • Regulatory compliance
  • Team building
  • Training program design
  • Budgets
  • Communications
  • System equipment
  • Team management
  • Proactive Client Support
  • Customer service documentation

Work Experiences

  • Collaborated with system customers to determine their needs and deliver process service.
  • Maintained detailed records of program operations and participant activities.
  • Analyzed feedback from clients and implemented improvement processes, enhancing customer loyalty by 60%.
  • Assisted social workers in developing, coordinating, and leading programs for people with method and system concerns.
  • Achieved results at Atlanta.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Built long-lasting relationships with clients by identifying their specific needs, increasing repeat business by $6 annually.
  • Collaborated with internal teams.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Worked with clients to help them make better life choices and get the most out of programs.

Summaries

  • Achieved a 25% increase in customer loyalty.
  • Adept at delivering metrics-driven results.
  • Achieved 50% first-contact resolution rates.
  • Achieved Top Performer recognition for de-escalating client issues.
  • Achieved a 24% decrease in incoming tickets.
  • Achieved high-impact client support outcomes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Demonstrated ability to form and maintain long-term relationships.
  • Boosted customer retention by 77% over the past year.
  • Achieved a 26% increase in post-purchase retention.

Accomplishments

  • Developed and delivered product usage training to 2 clients, increasing customer retention by 18% after several months.
  • Trained 6 employees in using Tableau, decreasing data entry mistakes by 50% in customer support cases.
  • Documented and resolved metric which led to system.
  • Ensured compliance with state-level crisis intervention protocols, which resulted in successful outcomes for 21% of interventions.
  • Implemented a new case categorization system that led to a 68% decrease in misrouted support tickets.
  • Identified trends in client feedback through multilingual surveys, enabling product modification that increased customer satisfaction by 49%.
  • Trained 2 new team members in effective customer support workflows, resulting in a 62% improvement in client response time.
  • Partnered with internal teams to design a robust onboarding program, reducing client onboarding time by 18%.
  • Collaborated with an interdisciplinary team to resolve escalated cases within an average of 9 days, improving resolution timelines by 35%.
  • Leveraged CRM systems to efficiently track customer inquiries, increasing resolution rates by 64% and improving overall client satisfaction.

Affiliations

  • Jaycees
  • National Alliance to End Homelessness (NAEH)
  • Member, Customer Service Professionals Network (CSPN)
  • Crisis Prevention Institute (CPI) Certified - 2017
  • Certified Client Relations Specialist (CCRS) - 2024
  • Certificate in Conflict Resolution Techniques, 2022
  • Certified Crisis Intervention Specialist (CCIS) (2017)
  • Professional Crisis Management Association (PCMA)
  • Community Support Professional Certification - 2017
  • American Society of Safety Professionals

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Help Desk Institute (HDI) Support Center Analyst Certification
  • Certified Customer Support Trainer from Meridian
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Customer Support Specialist (CSS+) Certification
  • Certified Operational Excellence Manager (COEM)
  • Project Management Professional (PMP)
  • Customer Relationship Management (CRM) Administrator from Salesforce
  • Emotional Intelligence for Customer Service Professionals from Harbor & Co.
  • Cisco Certified Network Associate (CCNA)

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