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Skills

  • Medical terminology knowledge
  • CRM Asana proficiency
  • Key stakeholder relationship building
  • Order fulfillment
  • Data entry
  • Feedback-driven process improvement
  • Feedback collection and feature request prioritization
  • Client issue resolution through cross-department coordination
  • Strategic sales knowledge
  • Churn reduction strategies

Work Experiences

  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided ongoing guest service, which included Workday recommendations.
  • Collaborated with vendors to plan more than 17 daily pickups and weekly deliveries.
  • Contributed to $11 in annual store sales per 6 months.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Increased the team's revenue by over $13 in sales.
  • Kept the program and initiative areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Costs were consistently reduced while profits were increased.
  • Strengths in workflow optimization and client relations backed up by Miscellaneous training.
  • Clear understanding of stakeholder engagement and project management as well as stakeholder engagement training.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Success Associate is a multi-talented Customer Success Associate who is consistently rewarded for planning and operational improvements.
  • Competent Customer Success Associate with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Influenced the development of a customer feedback loop process, significantly improving response times and reducing unresolved customer issues by 55%.
  • Streamlined internal processes using SAP, shaving 10 hours off the monthly report compilation, enhancing team productivity.
  • Established a systematic process for managing at-risk accounts, reducing customer churn by 70% over three years.
  • Optimized the customer success team’s account distribution strategy, reducing touchpoint inefficiencies and increasing overall customer engagement by 20%.
  • Implemented a customer success reporting dashboard, providing real-time insights into key success metrics such as renewal rates and upsell opportunities.
  • Built a scalable onboarding program capable of handling 6 new customers per month, enhancing the onboarding experience and improving time-to-value (TTV) metrics.
  • Established and maintained long-term relationships with enterprise-level clients, consistently driving a 31% increase in customer lifetime value (CLV).
  • Collaborated directly with product teams to advocate for new customer-driven features, resulting in 5 successful updates that improved customer satisfaction by 80% over 2022.
  • Created custom success strategies for a portfolio of 16 accounts, resulting in a 73% uplift in recurring revenue.

Affiliations

  • Jaycees
  • Customer Learning Platform Contributor for Adobe Creative Suite
  • National Association of Social Workers
  • Product Marketing Alliance (PMA)
  • Business Development and Customer Success Hub Founder
  • Association of Information Technology Professionals
  • Professional Association for Customer Engagement (PACE)
  • Society for Customer Service Professionals (SCSP)
  • Association for Computing Machinery
  • Association of Support Professionals (ASP) - Awards committee member

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Dynamics 365 Fundamentals (CRM) – Cedar Works
  • Project Management Professional (PMP)
  • ITIL Foundation (ITIL v4) Certification – Brightline
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)
  • HubSpot Service Hub Software Certification - Cedar Works
  • Customer Success Manager Leadership Accreditation – Adobe Creative Suite
  • Customer Success & Account Management Training – Vantage
  • Customer Success: How to Reduce Churn – category

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