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Skills

  • Onboarding time reduction
  • Escalation matrix design and delivery
  • Behavioral and performance-based team evaluation
  • Quality assurance and customer interaction auditing
  • First response time reduction
  • Service-level agreement (SLA) adherence
  • Upselling and cross-selling strategy optimization
  • KPI tracking and performance analysis
  • Customer relationship management (CRM) implementation
  • CRM Data Accuracy Enhancement

Work Experiences

  • Corrected inefficiencies in the customer journey.
  • Supervise the sales floor, ensuring that customers have a positive experience and staying current on product information.
  • Contributed to a $15 increase in upsell opportunities.
  • Developed a targeted retention program that brought in $18 in renewed contracts over 2017 period.
  • Achieved this over 16 months.
  • Achieved individual growth.
  • Collaborated with the engineering team to resolve complex service issues, reducing product downtime by 25% for enterprise clients.
  • Designed and executed customer feedback initiatives that grew the net promoter score (NPS) by 58% in 2021.
  • Collaborated with product teams.
  • Created a mentorship program for frontline support staff.

Summaries

  • Achieved 16% improvements in customer success metrics.
  • Achieved 48% improvements for customer support teams.
  • Customer Experience Lead with a data-driven approach to improving the customer feedback loop, delivering 67% more actionable insights for decision-making teams.
  • Customer-centric professional.
  • Decreased customer churn by 82%.
  • Created sustainable workflows.
  • Dedicated to improving customer engagement, using KPIs to track performance and iterating on strategies to boost satisfaction by 63% in 2015.
  • Customer Experience Lead with a proactive approach to preventing issues before escalation, driving a 21% reduction in escalations over 10 months.
  • Decisive and customer-driven, responsible for increasing customer retention by 27% while significantly reducing operational costs.
  • Customer-centric leader with a sharp focus on reducing churn through personalized strategies, resulting in customer retention growth by 36% in 2017.

Accomplishments

  • Recommitted teams to track and act on customer feedback, increasing NPS by 43% points over 18 months.
  • Increased first-call resolution by 42% with the integration of new troubleshooting workflows, vastly improving CSAT scores.
  • Developed and implemented a customer churn reduction program that decreased churn by 34% while increasing retention rates by 73%.
  • Enhanced CRM data integrity for over 10 clients, increasing data accuracy by 71% and streamlining reporting processes.
  • Wrote and maintained departmental SLAs that improved first-response times by 34% across the Midwest within two years.
  • Managed escalation procedures for enterprise-level clients, reducing issues unresolved beyond SLA times by 49%.
  • Implemented robust reporting mechanisms to track and analyze KPIs, resulting in a 41% boost in operational efficiency.
  • Orchestrated a multi-channel support strategy that improved customer retention by 49% within the first 18 months.
  • Introduced cross-training initiatives to enhance versatility in frontline customer service, boosting overall team performance by 62%.
  • Partnered with key stakeholders to resolve product-related issues, reducing ticket escalations by 50%.

Affiliations

  • Certified in HubSpot Project Management by Harbor & Co., 2018
  • Affiliate Member, American Marketing Association (AMA) category, specializing in customer engagement strategies
  • Graduate, category Certificate in CX Excellence, 2017
  • Volunteer, Service Quality Measurement Workgroup at method 2024
  • Member, Society of Customer Professionals (SOCAP) category
  • Team Leader, Customer Experience Expansion Pilot for Summit Group, leading to a 25% improvement in Key Metrics 2019
  • Volunteer, Global CX Day Planning Committee 2018, celebrating and advancing customer experience on a global scale
  • Certified Six Sigma Green Belt, focused on optimizing customer-related processes procedure
  • Active Participant, Customer Experience Leadership Alliance (CELA) 10 Chapter
  • Speaker at initiative, ‘standard’ on Customer-Centric Journey Mapping 2024

Certifications

  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Advanced Customer Insights and Analytics Certification Beacon Labs
  • Advanced Social Media Customer Service Certification - Meridian
  • Certified CX Metrics and Measurement Professional - MajorKey Technologies
  • Customer-Centric Service Design Professional - Ironclad Systems
  • Certified Service Performance Expert (CSPE) - CSPN (Customer Service Professionals Network)
  • Certified Customer Service Manager (CCSM) - Global Association for Quality Management (GAQM)
  • Customer Experience Management in Telecom Certification - CX Network
  • ISO 10002:2018 Customer Satisfaction Management Certification - International Organization for Standardization
  • Certified Customer Retention Specialist - Ironclad Systems

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