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Skills

  • Consumer insights and trend analysis
  • Media relations
  • Customer relationship management
  • Consumer feedback analysis
  • Team Leadership
  • Supervision
  • Team leadership and coaching
  • Business operations
  • Communication planning
  • Client engagement strategy development

Work Experiences

  • Achieved a 46% improvement in service outputs.
  • Achieved results across two years.
  • Created dynamic reporting dashboards.
  • Collaborated cross-departmentally to streamline service processes.
  • Coached a team of 2 customer service agents, improving overall satisfaction scores by 15% over two years.
  • Created customized solutions for high-value customers.
  • Administered daily operations of the consumer relations department, achieving a 20% reduction in escalated cases within two years.
  • Achieved a 74% decrease in negative online reviews.
  • Created customized solutions for high-value customers, driving retention rates for Asana by 63% in 2016.
  • 18 promoted to senior roles.

Summaries

  • Accomplished professional with robust experience in CRMs, including ServiceNow, driving a 21% increase in service efficiency. Led initiatives that continuously boost customer retention and team productivity.
  • Builds cross-functional teams.
  • Achieved a 24% improvement in resolution efficiency.
  • Achieved 40% reduction in complex escalations.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Collaborated across departments.
  • Achieved customer satisfaction score increases of 58%.
  • Consumer Relations Supervisor is a multi-talented Consumer Relations Supervisor who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior Consumer Relations Supervisor and outstanding performer in process improvement and cross-functional collaboration.
  • Collaborative Consumer Relations Supervisor.

Accomplishments

  • Authored and automated agent response templates, decreasing average response times by 18 months and improving response consistency.
  • Used customer feedback data to offer actionable insights for marketing campaigns, resulting in a 64% increase in campaign success within one year.
  • Collaborated with product development teams to incorporate client feedback into product improvements, resulting in 71% fewer complaints post-launch.
  • Resolved product issue through consumer testing.
  • Introduced new service protocols, which improved first-contact resolution by 22% within one year.
  • Analyzed consumer feedback using industry benchmarking tools, achieving 78% alignment with best practices in consumer relations.
  • Monitored and analyzed consumer relations data to identify bottlenecks in the process, resulting in a 65% improvement in case closure time.
  • Revised consumer interaction scripts, resulting in a 52% increase in first-contact resolution.
  • Achieved 31% customer satisfaction by expertly handling crisis management situations, including product recalls and service interruptions.
  • Coordinated compliance initiatives across the department, ensuring 52% adherence to industry guidelines and regulations.

Affiliations

  • Board Member, Lakeside Partners, 2016
  • Graduate of process Consumer Relations and Customer Care Program
  • Global Customer Experience Management Group
  • Mentor, system
  • Society of Consumer Assistance Professionals in Europe
  • Customer Service Training Network
  • Association for Customer Loyalty Programs (ACL)
  • Harbor & Co.-Sponsored Training in Conflict Resolution and Mediation
  • Recipient of Top Customer Service Award, 2015
  • American Marketing Association

Certifications

  • Customer Relationship & Conflict Resolution Certificate - metric
  • Advanced Customer Service Management Certification - Cedar Works
  • Complaint Resolution Specialist Certification - Cedar Works
  • Certified Customer Service Professional (CCSP) - Beacon Labs
  • Conflict Management and Resolution Certification - standard
  • ITIL® Foundation Certification in IT Service Management - initiative
  • Certified in Organizational Training and Development - Brightline
  • Professional in Customer Relationship Management (CRM Professional) - Summit Group
  • Customer Service Excellence Certification Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)

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