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Skills

  • Relationship building
  • MS Office
  • Employee reviews
  • Metric equipment
  • Business operations
  • Budgets
  • Client issue resolution
  • Sales strategy development
  • Conflict resolution
  • Customer service

Work Experiences

  • Trained, coached and mentored staff to support smooth adoption of new standard program.
  • Played a key role in organizational transformation and implementation, and I was a part of a number of large-scale corporate restructurings that were successful.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Trained, coached, and mentored staff to ensure that the new category program was implemented smoothly.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 13%.
  • Achieved 30% in client retention.
  • Looked at each employee's individual strengths and started a mentoring program to help them improve in areas where they were weak.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Created and implemented a high-quality work environment that was measured by employee satisfaction.
  • Developed systems and procedures to improve operational quality and team efficiency while delivering business strategy.

Summaries

  • Ready to take on new challenges and work with a dynamic organization to achieve success.
  • Well-versed in project management and a stickler for deadlines.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • A pleasant personality and a customer-focused background, as well as knowledge of data analysis.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Develop strategic business partnerships and relationships.
  • Achieved client retention rates of 66% year after year.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • 5 years of strategic Customer Management Executive experience leading and overseeing program and system business activities.

Accomplishments

  • Worked closely with the marketing team to create personalized retention campaigns, contributing to a 54% increase in long-term customer loyalty.
  • Revamped the company’s customer satisfaction surveying process, receiving 73% more actionable data on customer pain points.
  • Established clear SLAs and tracking mechanisms, leading to a 50% improvement in service fulfillment and operational efficiency.
  • Documented and resolved framework which led to program.
  • Achieved a Scrum Master in framework, enhancing my ability to lead complex customer management projects and teams.
  • Enhanced customer onboarding experience, reducing average customer implementation time by 28% and improving early-stage satisfaction.
  • Led a team responsible for managing escalated customer issues, reducing case resolution time by 16% and increasing retention by 21%.
  • Developed an internal knowledge base, enabling first-line support staff to handle 25% more inquiries without escalation.
  • Reduced average response time to customer inquiries by 65% through the creation of a streamlined internal communication workflow.
  • Supported a customer escalation management framework that improved stakeholder engagement and streamlined issue resolution processes.

Affiliations

  • Technology Services Industry Association (TSIA)
  • Harvard Business Review Advisory Council (for CX and customer strategies conversations)
  • American Marketing Association
  • Customer Advocacy and Engagement Professional Community
  • Association of Information Technology Professionals
  • American Marketing Association (AMA)
  • Society of Human Resource Management
  • International Association of Business Communicators (IABC)
  • Global Customer Support Leaders Forum
  • National Customer Service Association (NCSA)

Certifications

  • Apple Certified Associate (ACA)
  • Certified Communication & Public Relations (CCPR) - PRSA 2019
  • Certified Salesforce Administrator – procedure
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Certified Analytics Professional (CAP) - INFORMS
  • CompTIA Network+
  • CRM Salesforce Certification - Salesforce 2022
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)

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