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Skills

  • Data-driven decision making
  • Customer Engagement Improvement
  • Problem resolution
  • Customer feedback analysis
  • Business Administration
  • Client issue resolution
  • Staff management
  • Advanced Excel for data analysis
  • Customer journey mapping
  • Creative merchandising

Work Experiences

  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Taught Customer Retention Executives and Customer Retention Executives effective customer service techniques, resulting in a 8% increase in client satisfaction.
  • Achieved 8% increase in customer subscription renewals by innovating personalized retention packages and promotions.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Achieved a 56% decrease in voluntary cancellations.
  • Achieved a 81% decrease in churn.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.

Summaries

  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in stakeholder engagement and strategic planning backed up by Miscellaneous training.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Professional with over 16 years of experience as a manager for a $18 18 months revenue-generating company.
  • Proactive Customer Retention Executive uses determination and attention to detail to produce high-quality vendor management work.
  • Dedicated to providing high-quality services and products.

Accomplishments

  • Collaborated with team of 14 in the development of procedure.
  • Reduced customer churn by 51% by introducing tailored retention programs based on data insights derived from Tableau.
  • Conceptualized and launched data-driven surveys that resulted in a 76% improvement in overall customer satisfaction scores.
  • Analyzed retention data across 3 regions, leading to a 85% increase in customer retention through targeted engagement strategies.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Boosted customer engagement by 59% through strategic analysis and optimization of Salesforce-powered CRM tools.
  • Formulated data-driven retention strategies based on sentiment analysis, leading to a 83% improvement in post-sale customer satisfaction.
  • Facilitated the seamless onboarding of 16 clients, enhancing early engagement while reducing churn by 40% within the first 7 months.
  • Increased average customer tenure by 12% through continuous monitoring and proactive intervention on at-risk accounts.
  • Spearheaded loyalty program redesign efforts, increasing membership engagement by 23% over 11 months.

Affiliations

  • Rotary International
  • Client Retention and Loyalty Association
  • CRM & Marketing Automation Professionals Network
  • National Retail Federation (NRF)
  • American Marketing Association
  • Society for Customer Success Managers
  • Customer Retention and Loyalty Think Tank Member
  • Jaycees
  • Society of Women Engineers
  • Professional Association for Customer Engagement (PACE)

Certifications

  • Customer Loyalty Program Certification - Cedar Works
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Certified Customer Communication Specialist (CCCS) - Summit Group
  • Customer Retention Specialist Certification Beacon Labs
  • Customer Psychometrics Certification – Meridian
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Certificate in Business Analytics – Northwind

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