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Skills

  • Food safety and sanitation
  • Negotiation skills
  • RFI Scanners
  • Relationship development
  • Contract renewal negotiation
  • Churn prevention techniques
  • Planning and coordination
  • Customer service
  • Project organization
  • Customer satisfaction analysis

Work Experiences

  • Achieved Denver-wide recognition.
  • Achieved a 16% improvement in customer retention.
  • Aligned product offerings with customer needs.
  • Awarded Excellence Award for surpassing quarterly customer satisfaction targets by 63% through anticipatory problem solving.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved 28% contract renewal for 2022.
  • Awarded Excellence Award.
  • Achieved a 79% boost in customer satisfaction.
  • Achieved 24% faster resolution rates for customers by leading initiatives to enhance product troubleshooting guides.
  • Collaborated with management to revise field protocols, decreasing service delivery errors by 56%.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Multi-talented Sales Assistant who can work in any department of the store.
  • Capable of keeping an eye on security and catering to a wide range of customer requirements.
  • Customer Field Representative and team leader with 3 years of experience in process settings.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Collaborative, hardworking, and effective at prioritizing and managing multiple tasks at the same time.
  • Results-oriented Miscellaneous professional with stakeholder engagement, cross-functional collaboration, and data analysis strengths.
  • System and program have a proven track record.
  • Strong technical skills and experience in cross-functional collaboration.
  • Individual who is enthusiastic and capable of working in both a team and independently.

Accomplishments

  • Conducted field inspections and created targeted action plans to address service issues, boosting first-time visit resolution rates by 22%.
  • Developed and executed a training program for new hires on stakeholder engagement, reducing onboard time by 23% and increasing team efficiency.
  • Closed service tickets 50% faster by supplying customers with clear troubleshooting guidelines and improving pre-visit communication.
  • Collaborated with the product development team to gather real-time customer insights, resulting in a 42% improvement in service offerings.
  • Implemented a customer-focused communication strategy, increasing overall customer satisfaction scores by 67% over two years.
  • Strategized and executed field service workflow enhancements, cutting down time spent on routine tasks by 41%.
  • Empowered team members through ongoing mentorship, improving first call resolution rates by 22% and enhancing overall team performance.
  • Served as the point of contact for escalated customer cases, increasing problem resolution speed by 23% through troubleshooting and collaboration.
  • Assisted in the rollout of SAP to key accounts, improving product adoption and increasing customer satisfaction score by 31%.
  • Led a team of 17 field technicians to consistently achieve 63% service benchmarks, enhancing operational efficiency.

Affiliations

  • Affiliated with the National Customer Service Association (NCSA), contributing to special interest groups on client retention solutions.
  • Participated in the 'Customer Success Champions' program by Summit Group to improve feedback loop systems.
  • Joined the National Help Desk Association, collaborating in best practices for product installations and user support.
  • Active member in the Help Desk Institute (HDI), contributing ideas on improving ticket management workflows.
  • Attended the Customer First Summit in 2019, specializing in client relationship management and optimization.
  • Accepted into the high-level certification program for Advanced Customer Account Handling by Meridian in 2021.
  • Member of the Professional Association for Field Sales Trainers since 2020, contributing to onboarding program design discussions.
  • Received a specialized credential in Negotiation Techniques from process in 2022.
  • Received a Gold Membership from Summit Group in 2018 for contributions in customer support service improvements.
  • Member of the Field Service Medical association, focusing on revenue recovery opportunities in healthcare tech.

Certifications

  • CompTIA Network+
  • Certified Information Technology Service Professional (CITSP)
  • First Aid/CPR
  • Adobe Certified Professional in Customer Service Analytics
  • Certified Public Accountant (CPA)
  • Certified Retention Specialist (CRS)
  • Customer Relationship Management (CRM) Certification
  • Certified Support Desk Manager (CSDM) by Service Desk Institute
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP)

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