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Skills

  • Strategic planning
  • Supervision
  • Customer service
  • Miscellaneous expertise
  • Interpersonal communication
  • First Aid/CPR
  • Relationship development
  • Order processing
  • Account development
  • Project organization

Work Experiences

  • Achieved results over one year.
  • Addressed inquiries regarding Adobe Creative Suite.
  • Achieved growth in the past year.
  • Conducted follow-ups with clients.
  • Improved the client organization and goal alignment by automating the metric contact management system.
  • Boosted customer retention rate by 48%.
  • Schedule appointments with potential and current customers to promote new products and services.
  • Consistently met customer expectations.
  • Interacted with difficult accounts, assisting in the development of long-term relationships and increasing revenue opportunities.
  • Created and monitored client success dashboards, delivering quarterly reports on KPIs which led to process.

Summaries

  • Achieved 58% customer retention in 2021.
  • Proactive Customer Account Coordinator with 8 years of experience perceiving and addressing customers' needs to generate sales.
  • Customer service, research, and conflict resolution skills are all excellent.
  • Superior communication skills, as well as the ability to understand and close sales, are required.
  • Building relationships, cultivating partnerships, retaining top accounts, and growing profit channels by establishing trust are all skills that I bring to the table.
  • Customers have increased by 15%, and new sales revenue has increased by more than $9.
  • Clear understanding of cross-functional collaboration and vendor management as well as strategic planning training.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.

Accomplishments

  • Transitioned manual systems to category, increasing reporting accuracy and reducing data entry errors by 25%.
  • Secured long-term relationships with key accounts by introducing quarterly business reviews, resulting in a customer renewal rate of 35%.
  • Consistently achieved program by utilizing extensive product knowledge to address client needs accurately and in a timely manner.
  • Consistently handled customer inquiries and product troubleshooting, achieving a resolution time of less than 8 hours with a 66% customer satisfaction rating.
  • Facilitated cross-functional communication between sales and support teams, ensuring that 3% of service-related issues were resolved within three years.
  • Reduced service escalations by 47% through structured CRM workflows, improving overall efficiency in handling client tickets.
  • Increased customer retention rate to 53% by implementing personalized outreach programs that addressed individual client needs.
  • Trained a team of 15 in key software functionalities, improving overall workflow efficiency by 77% within three years.
  • Collaborated closely with the Accounts Receivable department to proactively address billing discrepancies, reducing disputes by 64% over a several months period.
  • Led efforts in resolving customer complaints, resulting in a 58% reduction in unresolved cases within the first 6 months.

Affiliations

  • Jaycees
  • National Business Education Association (NBEA)
  • Customer Service Benchmarking Council (CSBC)
  • Women in Customer Success (WiCS) - Regional Chapter
  • International Business Communications Standards Organization (IBCSO)
  • North American Society for Customer Engagement (NASCE)
  • American Medical Informatics Association
  • Society of Women Engineers
  • Entrepreneur's Organization (EO) - Customer Experience Chapter
  • International Customer Service Association (ICSA)

Certifications

  • Certified Customer Experience Specialist (CCES) - Harbor & Co.
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
  • CompTIA A+ Technician
  • Professional Certificate in Client Portfolio Management – system
  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • Customer Success Manager (CSM) Certification Northwind
  • HubSpot CRM Certification - HubSpot Academy
  • Customer Service Excellence Certification Cedar Works

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