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Skills

  • Project organization
  • Order processing
  • Operational improvement
  • Customer service
  • Account servicing
  • Customer relations
  • Contract renewal negotiations
  • Data-driven decision making
  • Miscellaneous expertise
  • B2B customer interaction

Work Experiences

  • Interacted with difficult accounts, assisting in the development of long-term relationships and increasing revenue opportunities.
  • Aligned customer solutions.
  • Used ServiceNow to keep track of important account and sales information in the company database.
  • Achieved 35% team performance improvement.
  • Built strong relationships.
  • Achieved results within 2 months.
  • Customers were informed about product benefits, information, and pricing, resulting in sales of $9.
  • Acquired 5 new customers, resulting in 7% revenue for the team.
  • Achieved 10 new customer activations.
  • Schedule appointments with potential and current customers to promote new products and services.

Summaries

  • Accomplished in analyzing customer feedback and improving NPS scores by 6 points through data-driven adjustments to support and onboarding processes.
  • Extensive knowledge of accounting and inventory management, as well as a thorough understanding of system product specifications.
  • Dedicated Sales Representative with a track record of identifying prospects and converting them into customers.
  • Bringing top-notch planning and multitasking skills to the table, as well as a hardworking and determined attitude.
  • Customers have increased by 13%, and new sales revenue has increased by more than $10.
  • A thorough understanding of the marketplace and competitor offerings can help boost sales by emphasizing product benefits and luring customers away from competitors.
  • Dedicated sales professional with experience engaging with prospects, negotiating deals, and team leadership and performance reporting.
  • Highly skilled and knowledgeable in the techniques used to close sales.
  • Dedicated to providing excellent customer service.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Collaborated with Finance and Marketing for customer campaign ROI reports, resulting in improved investment decisions that provided 58% uplift in CLV (Customer Lifetime Value).
  • Secured customer loyalty through tailored service enhancements that improved revisitation rates by 13% and expanded referral programs by 23% in 2017.
  • Worked with operations and sales divisions to optimize customer onboarding systems, resulting in a 64% efficiency increase in lead-to-live product deployment.
  • Collaborated with 6 external vendors to consolidate customer requests, resulting in increased customer satisfaction by 82% while reducing SLA failures.
  • Introduced and implemented a lead scoring system, increasing the accuracy of sales forecasts by 27% and reducing follow-ups by 7.
  • Resolved product issue through consumer testing.
  • Developed and managed multi-channel customer engagement campaign that increased product adoption rate by 45% across enterprise accounts within 18 months.
  • Collaborated with team of 15 in the development of program.
  • Facilitated cross-company collaboration to develop new product features, addressing program, and achieving 71% higher adoption in 2023.
  • Architected customer lifecycle strategies that resulted in an 61% YoY improvement in client renewal rates across the B2B sector.

Affiliations

  • Harvard Business School Online - Business Analytics Program
  • The Association of Support Professionals (ASP)
  • National Business Development Association (NBDA)
  • International Customer Management Institute (ICMI)
  • Customer Engagement Operational Excellence (CEOE)
  • Association for Supply Chain Management (APICS)
  • Lions Club
  • Jaycees
  • Product Management Institute (PMI)
  • Freemason

Certifications

  • Project Management Professional (PMP)
  • PMP (Project Management Professional) for Customer Success – 2020
  • SHRM Certified Professional (SHRM-CP)
  • Zendesk Support Administrator Certification 2021
  • Google Certified Professional Cloud Architect
  • Certified Project Manager (CPM) - Vantage
  • KPI Institute Certified Customer Service Performance Professional – 2017
  • Salesforce
  • Salesforce Service Cloud Consultant Certification - 2016
  • Customer Service Management Certified Implementation Specialist (ServiceNow) – 2018

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