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Skills

  • Budgets
  • Merchandising expertise
  • Procedure equipment
  • Customer experience enhancement
  • Revenue generation
  • Framework marketing
  • Advanced Excel and data analysis
  • Problem resolution
  • Communications
  • Lead prospecting

Work Experiences

  • Built meaningful relationships with influencers and advocates, resulting in a 63% increase in organic customer growth.
  • Automated key steps in the onboarding process.
  • Built strong relationships.
  • Achieved industry recognition through President's Club.
  • Analyzed customer KPIs, proposed improvements, and saw a 37% increase in service adoption rates across key market segments.
  • Awarded in 2021.
  • Assisted customers throughout the sales process, as well as during product setup and use.
  • Provided training to customers' employees and demonstrated how to use and maintain products.
  • Achieved retention increase over one year.
  • Activated customers in Atlanta within two years.

Summaries

  • Accomplished at driving CSAT improvements.
  • Japanese is a bilingual individual who is fluent in both languages.
  • 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.
  • Schedule flexibility and the ability to travel up to 15% of the time.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished in analyzing customer feedback and improving NPS scores by 6 points through data-driven adjustments to support and onboarding processes.
  • Achieved 30% progression in upsell opportunities.
  • Building relationships, cultivating partnerships, retaining top accounts, and growing profit channels by establishing trust are all skills that I bring to the table.
  • Upselling products to increase overall sales is a skill, and ServiceNow is a skill.
  • Customers have increased by 13%, and new sales revenue has increased by more than $10.

Accomplishments

  • Documented and resolved metric which led to initiative.
  • Collaborated with Finance and Marketing for customer campaign ROI reports, resulting in improved investment decisions that provided 58% uplift in CLV (Customer Lifetime Value).
  • Collaborated with global enterprise clients to execute tailored solutions that led to a 22% reduction in support tickets for the 2023 period.
  • Managed Adobe Creative Suite implementations for enterprise clients, exceeding client satisfaction goals by 45% and reducing complaints by 55% over 2021.
  • Delivered user-focused microlearning modules that contributed to a 2% increase in customer proficiency and a 31% reduction in onboarding time.
  • Collaborated with 6 external vendors to consolidate customer requests, resulting in increased customer satisfaction by 82% while reducing SLA failures.
  • Standardized client success reports, using KPIs to align all customer success metrics across 4 international offices, improving transparency by 75% over three years.
  • Integrated feedback collection mechanisms into CRM software, creating a customer insights dashboard for leadership, improving solution time by 20% days.
  • Introduced and implemented a lead scoring system, increasing the accuracy of sales forecasts by 27% and reducing follow-ups by 7.
  • Deployed end-to-end customer experience transformation project that improved engagement rates by 83% within Power BI ecosystem.

Affiliations

  • Project Management Institute
  • Harvard Business School Online - Business Analytics Program
  • Jaycees
  • American Society of Safety Professionals
  • American Marketing Association
  • Customer Success Leadership Academy
  • National Association of Sales Professionals (NASP)
  • Technology Services Industry Association (TSIA)
  • Enterprise Customer Success Network (ECSN)
  • Customer Solutions Management Association (CSMA)

Certifications

  • Customer Experience (CX) Certification by CXPA – 2016
  • Customer Success and Support Leadership Certification – program
  • Professional Scrum Master (PSM I) - 2021
  • Salesforce Service Cloud Consultant Certification - 2016
  • Customer Service Management Certified Implementation Specialist (ServiceNow) – 2018
  • ITIL Foundation Certificate in IT Service Management, 2021
  • HubSpot Service Hub Software Certification - 2023
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Certified Manager (CM) by Institute of Certified Professional Managers - 2019

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