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Skills

  • Operational improvement
  • Team building
  • Problem resolution
  • Negotiation
  • Process improvement
  • Client Satisfaction Optimization
  • Time management
  • Strategic planning
  • Customer Engagement Improvement
  • Bilingual communication skills

Work Experiences

  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Taught Customer Retention Executives and Customer Retention Executives effective customer service techniques, resulting in a 8% increase in client satisfaction.
  • Assessed employee performance over a three years period and provided constructive feedback to help them improve.
  • Achieved Employee of the Year in 2017.
  • Achieved a 56% decrease in voluntary cancellations.
  • Achieved 31% fewer escalations.
  • Achieved a significant framework by making proactive decisions based on market expertise and business knowledge.
  • Created budgets and prepared quotes for new products and services.

Summaries

  • Professional who is both energetic and poised.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Customer Retention Executive.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Accomplished executive skilled at preparing and delivering retention analytics reports that led to refined strategies and 28% improvements in retention rates.
  • Optimize long-term success by effectively balancing targets with resources.
  • Forward-thinking manager with 15 years of manufacturing project management experience.
  • Customer-focused professional with 9 years of experience in the Miscellaneous sector.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Dedicated to providing high-quality services and products.

Accomplishments

  • Reduced account cancellation rates by 55% by implementing a high-touch customer service model and personalized retention outreach.
  • Spearheaded loyalty program redesign efforts, increasing membership engagement by 23% over 11 months.
  • Optimized customer retention metrics by implementing a personalized follow-up system, achieving a 59% retention rate year-over-year.
  • Developed and executed a customer win-back campaign that recovered 65% of previously churned clients in a 17-month period.
  • Implemented customer segmentation strategies, achieving a 21% increase in Customer Lifetime Value (CLTV) across 2 key markets.
  • Reduced customer service response time by 55% by streamlining internal workflows and leveraging automation tools.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Conducted quarterly customer account reviews, reducing attrition by 78% and boosting long-term client retention by 64%.
  • Identified and addressed key dissatisfaction drivers, contributing to a 32% reduction in monthly churn rates.
  • Collaborated with cross-functional teams to improve onboarding processes, leading to a reduction in churn by 12 customers annually.

Affiliations

  • CRM & Marketing Automation Professionals Network
  • Project Management Institute
  • Association for Computing Machinery
  • Customer Loyalty Management Certification (CLMC)
  • Professional Association for Customer Engagement (PACE)
  • Jaycees
  • Subscription Trade Association (SUBTA)
  • Lions Club
  • National Retail Federation (NRF)
  • Analytics Institute for Customer Profiling and Segmentation

Certifications

  • Apple Certified Associate (ACA)
  • Salesforce Certified Service Cloud Consultant - Salesforce
  • CompTIA A+ Technician
  • Customer Loyalty Program Certification - Cedar Works
  • Certificate in Business Analytics – Northwind
  • Advanced Data Analysis for Retention – Cedar Works
  • Customer Psychometrics Certification – Meridian
  • Certified Email Marketing Professional – Meridian
  • Certified Social Media Customer Service Professional – Summit Group
  • SHRM Certified Professional (SHRM-CP)

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