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Skills

  • Team leadership and development
  • Customer journey mapping
  • Supervision
  • Conflict resolution and negotiation
  • Associated Press style
  • Customer retention strategies
  • Operational improvement
  • Problem resolution
  • Regulatory compliance
  • Advanced reporting and dashboard creation

Work Experiences

  • Oversaw the delivery of procedure project by method team, which resulted in category.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with metric customers to determine their needs and deliver initiative service.
  • Delivered 85% improvements in customer education content.
  • Achieved results in 2016.
  • Coordinated with fulfillment teams.
  • Achieved a 36% reduction in customer complaints.
  • Achieved a 76% year-over-year growth in NPS scores.
  • Achieved results within 2019.
  • Coordinated with fulfillment teams to reduce shipping-related complaints by 15%.

Summaries

  • Achieved retention over the course of 2019.
  • Collaborated with interdisciplinary teams.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Authors speeches, press releases, and marketing materials with ease.
  • Achieved satisfaction rates above 82%.
  • Accomplished Consumer Relations Manager known for increasing customer retention by 19% through strategic outreach and personalized customer engagement initiatives.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accomplished Consumer Relations Manager.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Energetic program professional with a strong background in engineering messages and the preparation of supporting professionally written materials to improve company image.

Accomplishments

  • Managed a team that effectively processed 2 customer inquiries weekly, achieving 48% adherence to SLA (Service Level Agreement) standards.
  • Achieved a 27% improvement in customer satisfaction scores by optimizing response protocols in CRM system.
  • Collaborated with team of 9 in the development of category.
  • Documented and resolved framework which led to program.
  • Streamlined onboarding procedures for customer-facing staff, reducing training time by 43% while improving program efficiency.
  • Designed and deployed conflict resolution strategies that reduced customer support escalations by 58% in 16 months.
  • Spearheaded the development of a customer advocacy program, achieving 60% growth in customer referrals within 18 months.
  • Spearheaded customer relations initiatives that led to a 50% increase in Net Promoter Score (NPS) over 15 months.
  • Worked alongside marketing to revamp customer education content, leading to a 58% decrease in the inquiry volume for Tableau.
  • Developed agent coaching programs, leading to a 15% improvement in first contact resolution (FCR) across the team.

Affiliations

  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • American Marketing Association (AMA) – Consumer Behavior Special Interest Group
  • Association for Computing Machinery
  • Jaycees
  • LinkedIn Community for Advanced KPI Development in Consumer Relations
  • Affiliate Member of Better Business Bureau (BBB) for the Southeast
  • Keynote Speaker at Customer Care Analytics Club (2017 Edition)
  • Member of the Voice of the Customer (VoC) Leadership Council
  • Society for Industrial and Organizational Psychology (SIOP) - Focus on Customer Accountability

Certifications

  • Certified Service Recovery Professional – 2015
  • Certified Training and Development Professional (CTDP) - Northwind
  • Advanced Customer Service Techniques Certification – Tableau
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • Communications and Public Relations Certification – Northwind
  • Customer Feedback Management Certification – 2018
  • Key Account Management Certification – system
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Service Desk Manager (CSDM) – process

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