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Skills

  • Data Management
  • Emotional intelligence
  • Bill processing
  • Operational improvement
  • Communications
  • Cash flow management
  • User interface understanding
  • CCTV
  • Escalation management
  • Adjustment posting

Work Experiences

  • Identified
  • Looked into billing issues and put in place effective solutions to address concerns and prevent future issues.
  • Made a proposal
  • Installed, tested, and maintained alarm systems to ensure that they worked properly.
  • Sought advice.
  • Completed the work outlined on the repair order with efficiency and accuracy.
  • Provided emergency aid to hikers who were suffering from heat exhaustion and called for paramedics to transport them to the hospital.
  • Won
  • Invented
  • Analyzed possible discount violations, PODs, shortages, returns, and related advertising to methodically resolve active claims.

Summaries

  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • Dependable
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Proficient in promoting framework by leveraging cross-functional collaboration and process improvement knowledge.
  • Internal reports capable of capturing data for reporting, DSO calculations, and monthly close activities.
  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Innovative
  • To keep accounts current, experts in accurately posting payments via bank statements, lock box, and credit cards.
  • Versatile

Accomplishments

  • Led a team in executing a customer engagement initiative that increased customer renewals by 34% over one year.
  • Implemented a customer success framework that improved customer onboarding process, reducing churn by 20% within 18 months.
  • Successfully managed key accounts, achieving an NPS (Net Promoter Score) increase of 18 points within three years.
  • Successfully troubleshot over 11 complex technical issues related to product implementation, improving system uptime by 37%.
  • Exceed quarterly retention goals by actively managing 10 client accounts, resulting in a 74% increase in overall client retention.
  • Overhauled existing communication protocols, leading to an improvement in customer response times by 81%.
  • Partnered with the sales team to identify and capitalize on cross-selling opportunities, driving an average of 45% revenue growth per account.
  • Resolved product issue through consumer testing.
  • Engaged with 3 high-potential clients, contributing to 74% revenue uplift within the past year.
  • Developed comprehensive account management plans for high-priority clients, boosting renewal rates by 72% year-over-year.

Affiliations

  • Member of the Customer Experience Professionals Association (CXPA), developed frameworks for improving customer retention and satisfaction. 2018-Present.
  • Recognized with Employee of the Year by the National Association for Sales Professionals (NASP) for increasing upsell performance by 77% through strategic account engagement. 2020.
  • Member of the International Association of Credit and Collection Professionals (ACA), with a focus on managing payment discrepancies and negotiations. 2018-2019.
  • Member of the Association for Talent Development (ATD), attending workshops on improving client communication and engagement. 2021-Present.
  • Contributing author for the Customer Accounts Specialist Blog, writing on best practices for enhancing customer engagement and account recovery. 2017-Present.
  • Attended Customer Account Leadership Seminar in Chicago, focusing on monitoring and increasing product adoption. Completed in 2020.
  • Contributor to Customer Retention Strategy Quarterly Review, focusing on effective client onboarding and retention methodologies. 2015-2018.
  • Completed Advanced Negotiation Skills Workshop through Cedar Works, focusing on resolving account discrepancies and increasing cross-sell revenue. Completed in 2015.
  • Completed certification in Data-Driven Customer Engagement at method, enabling effective interpretation of client performance metrics. 2018.
  • Presented at the Annual Sales and Marketing Account Managers Conference in Austin, discussing customer retention strategies. 2022.

Certifications

  • American Academy of Financial Management (AAFM)
  • Customer Retention and Churn Management Certification – Ironclad Systems
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • Certified Sales and Marketing Professional (CSMP) - Northwind
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Professional Certificate in Customer Success Management - standard
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR

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