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Skills

  • CRM Data Mining and Reporting Asana
  • Data analysis for customer insights
  • Team leadership and performance monitoring
  • Post-sale Customer Experience Enhancement
  • Multilingual support capabilities: Mandarin
  • Active listening and empathy in client interactions
  • Cross-functional team collaboration
  • Service Excellence and Quality Assurance
  • Upsell and cross-sell strategy development
  • Communication and Collaboration Tools Workday

Work Experiences

  • Collaborated with external auditing teams.
  • Achieved results within 18 months post-launch.
  • Achieved 100% on regulatory audits.
  • Accomplished this over a 8-month time frame.
  • Deal with customers over the phone or in person.
  • Achieved a 20% improvement in customer satisfaction.
  • Conducted root cause analysis on recurring customer issues.
  • Achieved results over 17-month period.
  • I've dealt with both business and residential customers in both normal and emergency situations.
  • Created cross-functional initiatives aimed at identifying latent customer pain points, resulting in measurable improvements in service delivery across the Southwest.

Summaries

  • Customer Experience Officer with over 16 years of experience in driving customer satisfaction through data-driven feedback strategies, successfully improving overall satisfaction by 20% within 2019.
  • Achieved 100% compliance in external audits by establishing strict adherence to service policies while maintaining customer-focused operations.
  • Customer-centric professional skilled in data analysis for extracting customer insights, utilized to improve satisfaction and drive a 72% increase in positive engagement across platforms.
  • Achieved Excellence Award for exceptional customer service excellence by implementing client-focused initiatives with measurable impacts on customer satisfaction.
  • Boosted cross-functional communication.
  • Decreased resolution times from initiative to process.
  • Customer Experience Officer with a comprehensive strategy for managing high-impact loyalty programs and retention initiatives, improving repeat purchases by 77%.
  • Automated critical workflow processes.
  • Customer-centric professional skilled in data analysis.
  • Customer Experience Officer with over 13 years of experience.

Accomplishments

  • Implemented a tiered support structure, which contributed to a 59% improvement in ticket prioritization and reduced customer wait times.
  • Enacted improvements in self-service customer portals, leading to a 63% reduction in routine inquiries over 11 months.
  • Recommended and executed cross-sell strategies using predictive analytics, yielding a 48% increase in average deal size over 3 months.
  • Piloted a VIP client management program that yielded a 26% increase in renewals and $13 revenue growth.
  • Led customer success efforts during product launches, facilitating early issue detection and driving a 38% increase in overall satisfaction post-launch.
  • Received Outstanding Service Award for exceeding customer satisfaction targets, maintaining an average score of 84% across critical accounts.
  • Developed data-backed customer experience roadmaps that led to a 58% reduction in resolution time for complex inquiries.
  • Led remote teams in multi-country customer support projects, which resulted in a 24/7 coverage model and reduced resolution times by 16%.
  • Liaised with product development to orchestrate the implementation of customer-requested features, reducing complaints by 58% and increasing product satisfaction.
  • Collaborated with cross-functional teams to address critical customer pain points, resulting in a 50% boost in CSAT within 5 months.

Affiliations

  • Member, International Customer Service Association (ICSA), recognized for advancing customer success strategies
  • Presented research at metric on retaining customer loyalty after digital transformation
  • Attendee, Customer Care Summit hosted by standard focused on future trends in satisfaction follow-ups
  • Workshop Leader at system focusing on Training and Onboarding Program Best Practices
  • Certified Practitioner, Customer Journey Mapping category
  • Volunteer at Cedar Works providing advisory/consultancy on improving customer journey mapping
  • Member, Service Experience Leaders Council (SELC), improving touchpoint strategies for enhanced customer interaction
  • Certified Advocate for Customer Retention and Loyalty Management by Brightline, 2023
  • Member, program Customer Service Taskforce on implementing emerging CX technologies
  • Trained in Digital Transformation Strategies by Beacon Labs, specializing in CX systems migration

Certifications

  • Customer Service Excellence Accreditation - Beacon Labs
  • Certified Customer Focused Leader (CCFL) - Brightline
  • Customer Feedback Management Certification - ServiceNow
  • Customer Experience Measurement & Metrics Certification - Lakeside Partners
  • Customer Success Management Essentials Certification - Summit Group
  • Customer Support Performance Management Certification - Harbor & Co.
  • Certified Professional in Root Cause Analysis (CPRCA) - Summit Group
  • Certified Contact Center Manager (CCCM) - Beacon Labs
  • Zendesk Customer Experience Specialist - Beacon Labs
  • Salesforce Certified Administrator – Ironclad Systems

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