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Skills

  • Revenue recovery processes
  • Customer Behavior Segmentation
  • Communications
  • Initiative equipment
  • Client portfolio management
  • Client retention strategy development
  • Behavioral analysis for customer behavior forecasting
  • Negotiation and Conflict Resolution
  • Sales closure optimization
  • Client relationship management

Work Experiences

  • Achieved results in just two years.
  • Used Workday to collect, organize, and model data.
  • Awarded Employee of the Year for spearheading efforts to improve response accuracy, which reduced follow-up contacts by 57%.
  • Authored tutorials and guides for Workday.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Transported SAP to one year customer locations.
  • Adopted strategies company-wide.
  • Restructured procedures in order to create and execute projects in collaboration with Consumer Consultant.
  • Looked for industry trends on social media and through online sources.
  • Boosted client trust.

Summaries

  • Achieved 26% higher sales closure rates.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Consumer Consultant with a track record of designing targeted customer satisfaction surveys, leading to a 79% enhancement in overall service quality.
  • Accomplished Consumer Consultant with a passion for client-centric solutions, managing a portfolio of 10 clients and leading initiatives that resulted in an 34% increase in upsells.
  • Costs were consistently reduced while profits were increased.
  • Consumer Consultant with 2 years of successful performance reporting and cross-functional collaboration experience.
  • Adaptable Consumer Consultant.
  • Achieved a 81% increase in sales closure rates.
  • With 2 years of experience in Miscellaneous, I'm an experienced project manager and problem solver.
  • Clear understanding of stakeholder engagement and team leadership as well as process improvement training.

Accomplishments

  • Executed a post-sale follow-up initiative, contributing to a 41% increase in repeat purchases from satisfied customers.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with product and marketing teams to identify key customer pain points, driving a framework initiative that improved customer satisfaction by 16%.
  • Resolved product issue through consumer testing.
  • Utilized process mapping to streamline customer service workflows, reducing service turnaround time by two years and improving efficiency by 36%.
  • Built and maintained comprehensive KPIs dashboards that tracked customer service performance, leading to a 23% improvement in team accountability and results.
  • Successfully executed a win-back campaign that recovered $9 in previously lost revenue from lapsed customers.
  • Analyzed customer feedback and presented actionable insights to leadership, resulting in a 31% decrease in customer churn.
  • Developed and implemented customer loyalty program, driving a 38% increase in retention within 18 months.
  • Led quality assurance audits on customer service interactions, maintaining a customer satisfaction score of 61% across the past year.

Affiliations

  • Customer Support Consortium (CSC)
  • Association of Customer Experience Professionals (ACXP)
  • Society of Women Engineers
  • American Marketing Association
  • International Customer Care Association (ICCA)
  • CX Network Thought Leaders Group
  • Jaycees
  • Customer Contact Week (CCW) Community
  • Freemason
  • National Association of Customer Service Professionals (NACSP)

Certifications

  • Certified Service Desk Manager (CSDM)
  • Advanced Customer Communication Strategy (ACCS) Certification – Jira
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Behavioral Economics for Consumer Insights Certification – Northwind
  • Customer Loyalty Program Management Certification - Summit Group
  • Certified Professional in Customer Service Excellence (CPCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant

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