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Skills

  • Account management for enterprise-level clients
  • Technical troubleshooting and root cause analysis
  • Client onboarding and training program delivery
  • Customization of software configurations based on client needs
  • Upselling and cross-selling strategies
  • Report generation and performance analysis for decision-making
  • Remote technical support processes for global clients
  • Resilience in managing escalated customer concerns
  • Revenue growth through targeted customer retention strategies
  • Technical compliance auditing and process improvements

Work Experiences

  • Addressed common issues.
  • Designed and conducted 13 customer-facing webinars.
  • Designed custom technical workflows.
  • Conducted 16 in-person training seminars.
  • Collaborated with the sales team to identify opportunities for post-sales product training, increasing conversion rates for support-related enhancements by 79%.
  • Achieved results within the first 4 months.
  • Awarded Excellence Award.
  • Consistently surpassed customer satisfaction targets by maintaining strong relationships and exceeding client expectations.
  • Achieved an Top Performer for service excellence.
  • Achieved a 26% reduction in average handling time.

Summaries

  • Achieved a 67% reduction in downtime.
  • Achieved a 35% reduction in churn.
  • Achieved a consistent 39% improvement in satisfaction scores.
  • Accomplished Customer Relation Engineer.
  • Created user guides to ensure streamlined processes.
  • Accomplished Customer Relation Engineer who has managed key accounts across high-pressure environments, leading to consistent SLA adherence and a customer satisfaction rate of 82%. Proven ability to work with cross-functional teams and reduce downtime post-deployment.
  • Achieved a 83% NPS boost during 2022.
  • Achieved a 82% improvement in customer satisfaction.
  • Conducted post-deployment reviews.
  • Customer Relation Engineer with over 15 years of experience.

Accomplishments

  • Collaborated with cross-functional product and engineering teams to improve key features, contributing to a 73% increase in upsell opportunities across the client base.
  • Introduced new automation processes, incorporating the use of Workday to effectively reduce customer escalation times by 39%, improving overall resolution rates.
  • Led an integration project with the engineering team that enabled real-time account insights for clients, creating a 51% improvement in customer service effectiveness.
  • Customized customer segmentation strategies that increased personalized marketing efforts, facilitating the acquisition of 16 new key accounts in 2015.
  • Delivered technical support for Power BI implementations, achieving a 82% reduction in the time required to resolve customer issues from initial contact to close.
  • Led a cross-functional initiative to design customized customer interfaces, significantly enhancing product usability and driving a 46% increase in client satisfaction scores.
  • Passed ITIL and utilized system to streamline customer service workflows, reducing response time on high-priority inquiries by 50%.
  • Designed and implemented post-sales product trainings in partnership with the sales team, resulting in a 18% uplift in customer engagement within 9 months.
  • Implemented customer feedback loops that resulted in the identification of 10 key feature improvements, which contributed to the successful replication of product sales in Denver.
  • Proficiently handled escalation management and implemented conflict resolution strategies, decreasing customer complaints by 40% year over year.

Affiliations

  • Certified in CRM Strategy Implementation, metric
  • Associate Member, Global Professional Support Engineers Association (GPSEA)
  • Awarded Membership, Sigma Beta Delta International Honor Society for Business, Management, and Administration
  • Affiliate Member, IEEE – Customer Relationship Engineering Special Interest Group
  • Member, International Association of Customer Relations Professionals (IACRP)
  • Certified in Ticketing System Administration, initiative
  • Certified Call Center Operations Specialist, method
  • Volunteer, Columbus Local Chamber of Commerce – Business Outreach Program
  • Panelist, Customer Retention Strategies Summit 2019
  • Completed Online Course, IT Support and Customer Relationship Automation, initiative

Certifications

  • Certified Professional in Customer Experience (CPCE) – standard
  • Certified Information Systems Auditor (CISA) - framework
  • Lean IT Foundation Certification, Meridian
  • Customer Advocacy Program Certification – category
  • Certified Technical Specialist – Customer Solutions
  • Customer Effort Score (CES) Certification – Ironclad Systems
  • Digital Customer Service Asset Management Certification – Ironclad Systems
  • Zendesk Support Administrator, 2018
  • Certified Business Analysis Professional (CBAP) - IIBA
  • Certified Service Desk Manager (CSDM) - system

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