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Skills

  • Dashboard creation for feedback tracking
  • Organization
  • Relationship development
  • Complaint reduction techniques
  • CRM software proficiency (method)
  • Customer Relationship Management (CRM)
  • Data visualization for survey results
  • Data-driven decision making
  • MS Office
  • Topographic mapping

Work Experiences

  • Collaborated with cross-functional teams to create custom feedback solutions, leading to the successful alignment of customer expectations with business objectives.
  • Looked for industry trends on social media and through online sources.
  • Bases actions on surveys.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collected and synthesized survey data from 12 clients.
  • Attained a 63% increase in long-term customer satisfaction by using feedback from exit surveys to enhance customer retention initiatives.
  • Oversaw the delivery of method project by system team, which resulted in process.
  • Transported HubSpot to one year customer locations.
  • Achieved a 56% reduction in negative feedback.
  • Collaborated with metric to redesign a product based on customer feedback, which resulted in a sales increase of $15 post-launch.

Summaries

  • Collected and synthesized customer feedback.
  • Achieved a 41% improvement in service efficiency.
  • In independent and team-centered roles, performed well.
  • Achieved a 18% improvement in NPS scores.
  • Within Miscellaneous, senior Customer Service Surveyor and outstanding performer in stakeholder engagement and team leadership.
  • Contributed to a 78% reduction in churn.
  • Achieved a 23% improvement in completion rates.
  • Achieved a 22% increase in overall customer satisfaction.
  • Analyzed feedback from over 7 clients.
  • Boosted operational efficiency by 28%.

Accomplishments

  • Provided actionable insights into customer sentiment to the product team, resulting in the launch of framework that improved customer satisfaction by 25%.
  • Developed actionable insights from survey data, which directly contributed to a 25% increase in client retention within 11 months of campaign launch.
  • Consolidated feedback from 2 cross-functional team stakeholders, ensuring consistent action on survey results, which led to a 16% improvement in service delivery times.
  • Streamlined customer feedback flows in partnership with support teams, enabling faster turnaround time on service requests and increasing NPS by 62%.
  • Analyzed customer feedback trends quarterly and produced reports that influenced key product pivots, resulting in initiative.
  • Led the data collection and synthesis of customer satisfaction results across the West Coast, which led to a 68% improvement in product-market fit insights.
  • Crafted bi-weekly reports summarizing key survey findings, providing executives and managers with insights that helped reduce churn by 4% within 6 months.
  • Designed personalized feedback collection strategies that significantly increased the survey response rate in target customer segments by 25%.
  • Worked closely with the Customer Success department to prioritize survey follow-ups and close the customer feedback loop, which reduced negative feedback by 68% points.
  • Developed a comprehensive customer retention strategy based on survey data, leading to a 18% increase in long-term subscription renewals within 12 months.

Affiliations

  • Strategic and Competitive Intelligence Professionals (SCIP)
  • National Association for Business Economics (NABE) – Customer Insights Division
  • American Medical Informatics Association
  • American Customer Satisfaction Index (ACSI) Advisory Committee
  • CX Network Professional Membership
  • Certified Analytics Professional (CAP) Certification Program
  • International Council for Customer Service Organizations (ICCSO)
  • Certified Market Research Professional (CMRP)
  • International Council of Nurses
  • Society of Human Resource Management

Certifications

  • Professional Certificate in Digital Customer Service – From initiative
  • Certified Public Accountant
  • Customer Service / Contact Center Certification – From category
  • CompTIA Network+
  • ServSafe
  • Customer Relationship Management (CRM) Certification - CRM.com
  • Apple Certified Associate (ACA)
  • Performance Metrics for Customer Service Certificate – From system
  • Customer Centricity Certification - From system
  • Cisco Certified Internetwork Expert (CCIE)

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