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Skills

  • Organization
  • Supervision
  • Customer feedback analysis
  • Customer Engagement Optimization
  • Customer journey mapping
  • Churn rate reduction strategies
  • Content calendar management
  • Initiative equipment
  • CRM platform management (HubSpot)
  • Brand messaging alignment

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Achieved results over 18 months.
  • Oversaw the delivery of standard project by system team, which resulted in method.
  • Boosted self-service portal use by 25%.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with framework customers to determine their needs and deliver metric service.
  • Achieved reduction in call time over several months.
  • Collaborated with product teams to organize customer advisory boards, implementing 9 actionable insights that improved future communication plans.
  • Contributed to $14 in revenue growth.
  • Answered 10 calls per one year to help customers with their questions and concerns.

Summaries

  • Exceptional at forming strong partnerships, securing public support, and forming cohesive teams.
  • Accomplished at positioning customer communication as a key driver, securing additional budget and improving operational efficiency by 42%.
  • Boosted engagement by 60%.
  • Achieved a 85% uplift in customer satisfaction.
  • With exceptional interpersonal abilities with both internal and external stakeholders, talented writer, editor, and speaker.
  • Costs were consistently reduced while profits were increased.
  • Achieved operational efficiencies and reduced inbound queries by 79% thanks to strategic, upfront customer communication efforts.
  • Achieved a 36% click-through rate.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Actively tracked competitor strategies, adapting communication methods to gain a 59% advantage in market share growth.

Accomplishments

  • Received President's Club in 2024 for spearheading a customer service communications improvement project that reduced churn by 30%.
  • Implemented a customer feedback loop initiative, elevating customer retention by 17% within one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Redesigned customer communication journeys, reducing support ticket volume by 43% over 18 months.
  • Facilitated team development and mentorship, resulting in a 64% boost in performance and retention amongst communication staff.
  • Drove communications initiatives that resulted in President's Club from the industry, highlighting team innovation and strategy within 2020.
  • Planned and executed communication protocols for crisis management, maintaining customer trust and limiting churn during framework.
  • Collaborated with team of 10 in the development of method.
  • Created customer escalation protocol workshops for team members, leading to a 65% improvement in the effective handling of high-severity cases.
  • Designed and implemented new escalation procedures, increasing issue resolution speed by 24% and boosting customer satisfaction.

Affiliations

  • American Medical Informatics Association
  • International Council of Nurses
  • Freemason
  • Project Management Institute (PMI) - Customer Communication Projects Branch
  • Toastmasters
  • The Institute of Communications and Customer Consulting (ICCC)
  • American Society of Safety Professionals
  • Project Management Institute
  • ChurnZero Certification in Customer Retention Strategies
  • American Society for Training and Development (ASTD) - Customer Service Module

Certifications

  • Advanced CRM Communication Tactics - ServiceNow
  • Certified Customer Success Manager (CCSM)
  • SHRM Certified Professional (SHRM-CP)
  • Google Analytics Individual Qualification (GAIQ)
  • Content Strategy for Professionals Certificate - Microsoft Excel
  • Advanced Communication Strategy Certification - HubSpot
  • Data-Driven Marketing - HubSpot Certification
  • Certified Professional in Training Management (CPTM)
  • Lean Six Sigma Green Belt - Communications Focus
  • Certified Public Relations Expert (CPRE)

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