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Skills

  • Cross-functional team leadership
  • Consultative sales approach for long-term partnerships
  • Relationship development
  • Customer engagement strategy and activation
  • Lead prospecting
  • Customer Relationship Management (CRM) tools proficiency Workday
  • Customer Query Resolution Time Reduction
  • Scheduling understanding
  • Product promotions
  • Retention strategies

Work Experiences

  • Collaborated with engineering and product teams.
  • Actively monitored market trends.
  • Met sales and service targets of $8 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Achieved an average customer satisfaction score of 61%.
  • Contributed to a 29% improvement in retention.
  • Implemented effective sales techniques and increased product sales to over $11 in 6 months.
  • Coached clients post-sale to maximize ROI of Jira.
  • Achieved results over two years.
  • Increased the team's revenue by over $4 in sales.
  • Achieved a 50% first-call resolution improvement.

Summaries

  • Bringing top-notch planning and multitasking skills to the table, as well as a hardworking and determined attitude.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.
  • Clear understanding of budget management and quality assurance as well as process improvement training.
  • Highly skilled and knowledgeable in the techniques used to close sales.
  • Bringing 12 years of experience in this field.
  • Exceptional at generating leads and demonstrating products in order to close large-scale sales.
  • Adept problem-solver.
  • Customer Solutions Consultant with 10 years of successful process improvement and risk assessment experience.
  • Actively reduced churn in the first 6 months by 59% points.
  • Customer service, research, and conflict resolution skills are all excellent.

Accomplishments

  • Negotiated and secured long-term contracts with key high-value clients, generating $5 in increased annual revenue.
  • Documented and resolved method which led to category.
  • Resolved product issue through consumer testing.
  • Led cross-functional team in developing customer success playbooks, reducing churn by 77% across 15 high-profile accounts.
  • Created customized client feedback loops that resulted in an increase of 72% in customer satisfaction and deeper relationships.
  • Partnered with sales and engineering teams to create jointly developed technical roadmaps for clients, contributing to 54% project success rate.
  • Led efforts to optimize time-to-value (TTV) workflows, reducing onboarding duration for enterprise clients by 11 days.
  • Enabled client teams to achieve self-sufficiency by conducting in-depth product training, leading to a 58% reduction in support requests.
  • Collaborated with account managers to re-negotiate service level agreements, increasing long-term client commitments and generating $2 in annual recurring revenue.
  • Managed customer escalations efficiently, leading to a 54% decrease in issue resolution time and improved client sentiment.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • American Management Association (AMA)
  • Project Management Institute
  • International Association of Administrative Professionals
  • Technology Services Industry Association (TSIA)
  • International Customer Management Institute (ICMI)
  • International Association of Privacy Professionals (IAPP) - Relevant for CRM Tools Compliance
  • Lions Club
  • Salesforce User Group the Northeast Member
  • Certified Professional in Training Management (CPTM)

Certifications

  • Sales Enablement Certified Professional from initiative
  • Customer Centric Selling (CCS) Certified Professional
  • Project Management Professional (PMP)
  • Salesforce Certified Administrator
  • SAP Certified Application Associate — SAP Service Cloud
  • Certified ScrumMaster (CSM) from Scrum Alliance
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP) from IIBA
  • Customer Relationship Management (CRM) Certificate from system

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