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Skills

  • Staff education and training
  • CRM Analytics Reporting
  • Recordkeeping strengths
  • Shipping procedures understanding
  • POS systems expert
  • Stocking and replenishing
  • Cross-functional team collaboration
  • Report preparation
  • Conversion rate optimization
  • International sales support

Work Experiences

  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Created and maintained a detailed database to develop promotional sales.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Processed 15 invoices and mailed documentation to clients each two years.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Committed to providing world-class customer service while remaining professional.
  • Power BI expert with experience in process improvement services.
  • Fluent in French. Personable and professional communicator.
  • Within Miscellaneous, senior CRM Manager and outstanding performer in project management and stakeholder engagement.
  • Expert at providing relevant information and options for resolving problems effectively.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Offering 18 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.

Accomplishments

  • Led the migration of system to a cloud-based platform, reducing operational costs by 26%.
  • Designed and executed CRM-driven lifecycle marketing strategies, achieving a 40% improvement in customer lifetime value.
  • Streamlined customer journey workflows, reducing churn by 29% and improving customer loyalty for Microsoft Excel.
  • Conducted comprehensive post-sale analytics to refine existing CRM strategies, elevating CSAT scores by 34%.
  • Collaborated with sales and marketing teams to improve lead-scoring models, yielding a 81% rise in conversion from MQL to SQL.
  • Increased conversion from lead to opportunity by 38% through tailored multi-channel marketing strategies in SAP.
  • Collaborated with IT to ensure CRM data migrations were executed smoothly, maintaining 38% system uptime and data accuracy.
  • Documented and resolved initiative which led to process.
  • Reduced average response time by 33% by reengineering CRM processes, contributing to a customer satisfaction score of method%.
  • Leveraged advanced segmentation in framework to hyper-target metric, driving a 26% increase in conversions.

Affiliations

  • American Society of Safety Professionals
  • Volunteer, Local UX Design and CRM Workflow Innovation Group
  • Active Contributor, CRM Thought Leader Group
  • Project Management Institute
  • Affiliate, CRM & Customer Experience Professionals Association
  • Association for Supply Chain Management (APICS)
  • Society of Women Engineers
  • Affiliate, Pardot User Community
  • Freemason
  • Member, Society of Digital Customer Engagement and CRM Optimization Professionals

Certifications

  • Certified Agile CRM Practitioner
  • Certified Customer Experience Professional (CCXP)
  • CompTIA Network+
  • Project Management Professional (PMP)
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • HubSpot CRM Certification
  • Data Management for CRM System Administrators - Lakeside Partners
  • Salesforce
  • ServSafe
  • Google Certified Professional Cloud Architect

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