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Skills

First Aid/CPR
Team management
Staff training
Budgets
Project organization
Order processing
Customer retention improvement by 65%
Merchandising expertise
Product promotions
Client journey mapping and optimization

Work Experiences

Achieved adoption within the first 6 days.
Coached clients post-sale to maximize ROI of HubSpot, achieving a 27% increase in overall usage in 5 months.
Coached clients post-sale to maximize ROI of Jira.
Aligned solutions to key customer pain points.
Collaborated with retail representatives to improve product presentations and advertising collateral in order to increase sales.
Actively monitored market trends.
Created and used program reports to assist leadership in making key decisions and exceeding operational goals.
Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
Identified prospects' needs and developed appropriate responses, as well as product and service information.
Collaborated with external vendors.

Summaries

Accomplished Customer Solutions Consultant.
Dedicated, articulate, and tenacious sales professional with a track record of exceeding goals through the use of strategy and advanced people skills.
Costs were consistently reduced while profits were increased.
Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
Professional with a passion for sales and customer service, as well as communication and negotiating skills.
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.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Added $17 to the pipeline.
Japanese is a bilingual individual who is fluent in both languages.
Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.

Accomplishments

Developed automation solutions for recurring service tasks, reducing operational expenses by $7 annually while improving customer service experience.
Directed NPS initiative, leading to an improvement of 70% points across 15 key accounts, boosting overall client satisfaction.
Negotiated and secured long-term contracts with key high-value clients, generating $5 in increased annual revenue.
Collaborated with team of 13 in the development of process.
Implemented customized service agreements, saving $18 for initiative clients while preserving profitability.
Managed customer escalations efficiently, leading to a 54% decrease in issue resolution time and improved client sentiment.
Generated $13 in client upsell revenue after training clients on new product features and how to leverage them for business growth.
Led cross-functional team in developing customer success playbooks, reducing churn by 77% across 15 high-profile accounts.
Monitored market technology trends to provide strategic consulting for enterprise clients, resulting in 64% revenue growth.
Enabled client teams to achieve self-sufficiency by conducting in-depth product training, leading to a 58% reduction in support requests.

Affiliations

Society of Women Engineers
Institute of Customer Service (ICS)
International Customer Management Institute (ICMI)
Society for Human Resource Management (SHRM) - Customer Experience Track
Association of Change Management Professionals (ACMP)
Lions Club
Association for Supply Chain Management (APICS)
Association for Customer Experience Professionals method
Toastmasters
Certified Solutions Architect (CSA) Jira

Certifications

Customer Centric Selling (CCS) Certified Professional
Certified Business Analysis Professional (CBAP)
Certified Public Accountant
Salesforce Certified Administrator
Certified Customer Experience Professional (CCXP) from the Customer Experience Professionals Association
Customer Relationship Management (CRM) Certificate from system
Certified ScrumMaster (CSM) from Scrum Alliance
Product Management Certificate from framework
CompTIA Security+
Microsoft Certified: Dynamics 365 Fundamentals

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