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Skills

  • Budgets
  • Customer Experience (CX) Improvement
  • Customer retention strategies
  • Contract renewals negotiation
  • Negotiation
  • Organization
  • Business partnership expansion
  • Escalation and crisis management
  • Handling high-value accounts
  • Business Administration

Work Experiences

  • Boosted client renewals by 76%.
  • Improved the supply chain to lower material costs and increase distribution efficiency.
  • Contributed to a sales increase of $12.
  • Consistently surpassed monthly engagement goals.
  • Devised creative sales and marketing strategies to help the company grow.
  • Was the company's top salesperson for two years in a row, increasing annual revenue by 4%.
  • Achieved a 25% increase in referrals.
  • Conducted data-driven analysis of customer engagement metrics, leading to a 54% revenue increase through improved client experiences.
  • Boosted repeat engagement by 24%.
  • Achieved a 68% improvement in tool usage.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Driven and visionary change manager committed to continuous business improvement with a focus on increasing revenue and streamlining operations.
  • Strong leadership has a track record of improving operations and boosting financial health.
  • Forward-thinking Senior Executive with a track record of success in Miscellaneous over the course of a 10-year career.
  • Customer Engagement Executive with 15 years of experience in Miscellaneous who is detail-oriented.
  • Customer Engagement Executive with 2 years of successful risk assessment and budget management experience.
  • Collaborative leader with extensive experience in negotiating SLAs and achieving 51% improvement in contract renewals alongside enhanced customer retention.
  • Consistently achieved 52% improvement in Net Promoter Score (NPS) by implementing targeted retention and re-engagement strategies across multiple channels.
  • Achieved a $17 sales increase in program.
  • Dedicated executive with 17 years of Miscellaneous experience.

Accomplishments

  • Trained junior customer success team members, resulting in a 77% improvement in team responsiveness and resolution times.
  • Mentored a team of 10 account managers, leading to their improved customer retention rates by 25%.
  • Utilized omni-channel communication strategies to increase customer interactions by 42% and grow product awareness, improving cross-sell and upsell opportunities.
  • Delivered presentations to key clients that enhanced product understanding, resulting in a 84% increase in feature adoption.
  • Implemented online support surveys via Asana, contributing to a 64% increase in positive feedback and feature requests.
  • Revamped customer segmentation strategy, offering personalized engagement that resulted in a 23% boost in high-value account renewals.
  • Achieved 84% growth in customer lifetime value (CLTV) by implementing targeted retention and upsell campaigns.
  • Led cross-functional teams to address client pain points and achieved a 71% boost in customer engagement by enhancing each touchpoint.
  • Surpassed quarterly engagement KPIs by leading a multi-channel campaign resulting in a 20% growth in the active user base.
  • Enhanced customer feedback systems using ServiceNow, resulting in a 28% improvement in product development insights and customer satisfaction.

Affiliations

  • Technology Services Industry Association (TSIA)
  • Freemason
  • Rotary International
  • Professional Association for Customer Engagement (PACE)
  • Jaycees
  • American Society of Safety Professionals
  • Toastmasters
  • Association of Information Technology Professionals
  • National Customer Service Association (NCSA)
  • Sales Enablement Society

Certifications

  • Professional Digital Customer Experience (CX) Certification – Adobe Creative Suite
  • Certified Customer Engagement Specialist – Asana
  • Certified Multichannel Customer Engagement Manager – Vantage
  • Customer Onboarding Expert – Workday
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • CompTIA Network+
  • Certified Account Manager (CAM) – Institute of Customer Service (ICS)
  • COPC High Performance Customer Engagement Operations Standard (CSP Program)
  • Professional Customer Experience Certificate – Summit Group

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