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Skills

  • Salesforce software
  • Claims analysis
  • HubSpot proficiency
  • Administrative support
  • POS systems expert
  • Shipping procedures understanding
  • Strategic sales knowledge
  • CallSelect communication systems
  • Event coordination
  • Sales proficiency

Work Experiences

  • Led a team of 6 customer service representatives who helped system customers.
  • Increased productivity and oversaw the presidential calendar, which included coordinating itineraries and scheduling meetings.
  • Oversaw 3 members of the enterprise customer service team and used data analytics to identify areas for improvement and accountability.
  • Assisted in the recruitment of top talent by interviewing candidates and completing all HR processes, such as onboarding, orientation, and benefits.
  • Scheduled meetings with Customer Relationship Managers to address customer concerns and meet their needs.
  • Used automation to manage client correspondence, record tracking, and data communications in the office.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Checked financial bookkeeping for accuracy and compliance, resolving any discrepancies that were discovered.
  • Improved productivity initiatives, account management, itinerary coordination, and client/leadership appointment scheduling.
  • Recommendation

Summaries

  • Strong technical skills with business software tools and applications, as well as experience managing remote teams using HubSpot.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Motivating leader who has built and managed metric teams in the past.
  • Proficient in promoting category by leveraging team leadership and process improvement knowledge.
  • Seasoned
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Quality assurance and training are two areas in which she excels.
  • Deadline-driven
  • Dependable
  • Having an unrivaled commitment to customer service.

Accomplishments

  • Collaborated with Sales and Marketing departments to develop personalized outreach strategies, improving customer retention by 67%.
  • Category Met and exceeded quotas generating 9+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Worked with the Customer Success team to identify and recover at-risk customers, achieving a 47% success rate in customer win-back attempts.
  • Enabled a 76% faster issue resolution rate by introducing automated workflows and KPIs for the account management team.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Developed and implemented a proactive churn reduction strategy using CRM insights, reducing churn rates by 59% within 6 months.
  • Metric 3 WPM data entry rate, with 5% accuracy.
  • Established account management KPIs that led to a 31% increase in team productivity and enhanced customer engagement metrics.
  • Identified 12 new untapped markets using CRM data, leading to a 72% increase in conversions from targeted marketing efforts.
  • Exceeded upsell targets by 6% through tailored solution-selling and customer-need-based consultation.

Affiliations

  • Certified Solution Architect with the CRM Analytics Association, focusing on CRM reporting and data insights for strategic decision-making.
  • Certified Member of the Project Management Institute (PMI), specializing in CRM project management and client onboarding timelines.
  • Associate of the Customer Success Association (CSA), regularly engaging in workshops on client portfolio management and conflict resolution.
  • Certified Data-Driven Marketer through the Digital Marketing Institute (DMI), using marketing automation and CRM analytics for revenue growth.
  • Volunteer CRM consultant at the Association of Fundraising Professionals (AFP), helping non-profits optimize CRM for donor relations.
  • Part of the Customer Journeys Synergy Program, collaborating with CRM professionals to improve customer lifecycle strategies.
  • Member of the International Association of Customer Relationship Management (IACRM), advocating best practices in client lifecycle management.
  • Engaged member of the National Customer Service Association (NCSA), sharing insights on service-level agreements and customer satisfaction.
  • Member of the Strategic Account Management Association (SAMA), collaborating with peers on customer success metrics and roadmaps.
  • Certified Customer Experience Specialist (CCXS) through Forrester, implementing data-driven approaches for client satisfaction.

Certifications

  • ServSafe
  • Customer Value Optimization Specialist (CVO) – DigitalMarketer 2017
  • Customer Advocacy Manager Certification – Lakeside Partners
  • CompTIA Security+
  • ITIL Foundation Certification – 2021
  • Certified in Customer Centric Selling Method – 2023
  • CRM Platform Integration Specialist – Asana 2023
  • Google Analytics Individual Qualification (GAIQ) - 2022
  • Certified Customer Success Manager (CCSM) – SuccessHACKER metric
  • Certified ScrumMaster (CSM) – Scrum Alliance

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