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Skills

  • Adaptation to Industry Trends and Market Needs
  • Training program development and execution
  • Sales training and development
  • Sales force management
  • Product knowledge expertise
  • Sales Performance Analytics and Reporting
  • Sales forecasting and pipeline management
  • Cross-department collaboration and communication
  • Sales Goal Achievement (77%+ Growth)
  • Customer Data Management (Workday)

Work Experiences

  • Achieved best-in-division metrics for call resolution times.
  • Achieved a 72% improvement against the top 4 competitors.
  • Achieved the best-in-division metrics for call resolution times, slashing them by 3 minutes compared to historical performance.
  • Created a customer feedback loop.
  • Achieved a 71% reduction in turnover.
  • Decreased follow-up inquiries by 48%.
  • Designed a customer resolution tracking system that identified pain points and decreased follow-up inquiries by 71%.
  • Conducted team training.
  • Achieved results across 2018.
  • Educated clients about new technologies.

Summaries

  • Achieved a 50% rise in repeat customers.
  • Customer Care Sales Supervisor with expertise in designing team incentive plans.
  • Customer Care Sales Supervisor with significant results in customer retention.
  • Achieved a 68% improvement in negotiation success rates.
  • Consistently surpasses KPIs by 41% each quarter.
  • Boosted repeat purchases by 29%.
  • Customer Care Sales Supervisor with over 18 years of experience.
  • Achieved a 37% reduction in customer churn.
  • Achieved measurable results by improving team performance by 69% in 6 months.
  • Boosted customer satisfaction ratings by 19%.

Accomplishments

  • Implemented data-driven process improvements that increased customer issue resolution by 30% and reduced time-to-resolution by 12 minutes.
  • Developed and tested new customer feedback loops, improving service quality metrics by 56% and reducing negative feedback.
  • Collaborated with product teams to address recurring technical issues, reducing incoming support tickets for Workday by 39%.
  • Achieved a 16% sales increase through targeted upselling strategies during inbound support interactions.
  • Improved customer retention by 37% through effective supervision of customer escalations and resolution initiatives.
  • Implemented a real-time reporting system to track customer feedback, improving service response accuracy and reducing error rates by 64%.
  • Reduced customer churn by 59% after introducing new communication and follow-up protocols for post-sale engagement.
  • Monitored key call center KPIs such as call volume, response time, and sales conversion, resulting in a 59% improvement in overall team efficiency.
  • Supervised over 14 customer care agents, facilitating career development and promoting 9% of the team within 18 months.
  • Played a key role in designing and executing a cross-training program to ensure team agility, resulting in a decrease in time-to-resolution by 4 minutes.

Affiliations

  • Contributor to the CX Network community, sharing insights on performance-driven customer management and sales growth.
  • Active member of the Global Customer Service Experts Forum (GCSEF) with a focus on implementing leading service strategies across diverse industries.
  • Co-leader of the Service and Sales Professionals Association (SSPA) Named customer service supervisor of the year by Lakeside Partners, 2020.
  • Professional Certification in Process Improvement and Workflow Automation, issued by procedure, 2019.
  • Alumni of category Executive Leadership Program in Customer-Centric Sales Solutions.
  • Completed Lean in Leadership in Customer Care from program, 2024.
  • Volunteer mentor for the Sales Leadership Initiative at system, providing guidance on team management and KPI setting for upcoming sales professionals.
  • Charter member of the Business Process Management Institute (BPMI), focusing on cutting response times and escalating KPI improvements.
  • Completed 3-hour training on customer retention and loyalty development strategies from Beacon Labs.
  • Managed leadership development programs for sales teams at Ironclad Systems as part of the company’s professional development task force (2015–2016).

Certifications

  • Customer Care Professional (CCP) Training – Vantage
  • Certified Sales Performance and Coaching Leader – Summit Group
  • Customer Success Professional (CSP) Certification – Lakeside Partners
  • Sales Forecasting Techniques Certification – Summit Group
  • Advanced Sales Training Certification - Ironclad Systems
  • Certified Customer Service Manager (CCSM) - Harbor & Co.
  • Advanced Sales Pipeline Management – Lakeside Partners
  • Salesforce CRM Manager Certification – Workday
  • Customer Relationship Management (CRM) Certification – Adobe Creative Suite
  • Sales Leadership Specialization – Northwind

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