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Skills

  • Conflict resolution and mediation
  • Service level agreement (SLA) optimization
  • Customer retention strategies
  • Customer Experience Best Practices
  • High-volume customer support management
  • Customer Satisfaction Scoring (CSAT Monitoring)
  • Client account management
  • Stakeholder communication
  • KPI management and reporting
  • Continuous process improvement (CPI)

Work Experiences

  • Achieved a 30% increase in adoption rates.
  • Championed a collaborative initiative across departments leading to a Jira improvement that increased subscription renewal rates by 19%.
  • Adopted customer experience best practices from OSHA training and incorporated them into daily operations, achieving high engagement scores in customer satisfaction surveys.
  • Achieved a 59% improvement in customer satisfaction scores.
  • Drove a 49% increase in case closure rates.
  • Ensure project implementation and post-assessment launch by designing and developing end-to-end customer journeys.
  • Designed a personalized onboarding plan for new corporate clients, reducing ramp time to full usage of our services by 2 days.
  • Achieved results within 10 months.
  • Championed the introduction of customer advocacy initiatives that increased Net Promoter Score (NPS) by 23% within 2018.
  • Designed and launched a customer knowledge base that reduced support tickets by 70%, empowering clients to self-serve for common issues.

Summaries

  • Accomplished in cross-functional collaboration and driving customer experience improvements, I’ve partnered with Product and Sales teams to reduce customer attrition by 65% and improve product adoption.
  • Adept at transforming customer feedback into service improvements, leading to a 42% increase in satisfaction metrics and turning over 10 key insights per reporting cycle.
  • Achieved a 76% reduction in churn rates.
  • Achieved 64% improvements in service metrics.
  • Achieved a 77% improvement in customer engagement.
  • Allowed teams to focus on improving customer satisfaction.
  • Accomplished in cross-functional collaboration.
  • Adept at influencing cross-departmental customer strategies.
  • Adept at transforming customer feedback into service improvements.
  • Customer Experience Leader with a proven ability to reduce customer resolution times from 8 hours to 16 hours by reorganizing workflows and providing ongoing team mentorship programs.

Accomplishments

  • Developed and enforced a new resource allocation model, improving team productivity by 53% while maintaining high customer satisfaction scores.
  • Established quarterly customer feedback sessions, utilizing insights to influence product roadmaps, which led to a 83% overall increase in user satisfaction.
  • Managed customer service operations for 5-person team, achieving a 41% increase in first contact resolution through enhanced training programs.
  • Trained team members in advanced conflict resolution techniques, reducing escalations by 64% and improving time-to-resolution metrics.
  • Developed a proactive customer outreach program targeting churn-risk clients, resulting in a 44% increase in customer retention.
  • Piloted a new escalation process for high-priority clients, achieving a 73% reduction in complaint resolution time.
  • Optimized the Service Level Agreement (SLA) compliance strategy, improving adherence to deadlines and reducing backlog by 63% over 2016.
  • Facilitated training workshops for team members on how to enhance customer relationships, leading to a 85% increase in repeat business.
  • Revamped customer onboarding strategies, reducing new user churn by 24% and improving product adoption rates in Austin.
  • Partnered with UX designers to optimize the user interface, resulting in a 31% decrease in user complaints and an overall enhanced customer journey.

Affiliations

  • Served as a panelist at program Leadership Academy on exploring how interdisciplinary collaboration within departments can lead to 73% improvement in customer relations.
  • Completed the ‘Leadership in Customer Service Excellence’ program through program, enhancing leadership and employee engagement skills.
  • Certified Professional in Customer Success (CPCS), obtained through the framework in 2017, focused on optimizing customer experience and satisfaction.
  • Member of the Customer Service Professionals Network (CSPN) since 2021, actively participating in knowledge-sharing sessions and leadership workshops.
  • Keynote presenter at Boston Customer Relations Management (CRM) summit in 2015, discussing strategies to enhance subscription renewal rates.
  • Member of method Alumni Association’s customer experience leadership forum, contributing to research on metric analysis for customer satisfaction.
  • Led presentations at the Beacon Labs annual leadership summit, discussing conflict resolution and escalation strategies to reduce churn by 33%.
  • Affiliate member of the Association of Support Professionals (ASP), contributing to roundtables on evolving team management techniques in high-volume environments.
  • Certificate holder in 'Advanced Data Analytics for Customer Experience' from Brightline, specializing in KPI tracking and action plans.
  • Active volunteer for the Contact Center World Association (CCWA), sharing expertise in SLA optimization and escalations for better industry-wide practices.

Certifications

  • Zendesk Professional Certification for Customer Support
  • Certified Customer Experience Professional (CCXP) from Brightline
  • Customer Experience Leadership Program from method
  • Omnichannel Contact Center Specialist from Harbor & Co.
  • CSAT Monitoring and Optimization Certificate from system
  • Advanced Communication and Conflict Resolution Certification
  • KPI and Performance Metrics Analysis Professional Certificate
  • Certified Project Manager (CPM) for Customer-Facing Teams
  • Certified Customer Retention Specialist from Ironclad Systems
  • Customer Feedback Systems and Survey Design Certification

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