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Skills

  • Customer complaint resolution
  • Customer portfolio management
  • Payment Cycle Optimization
  • Data analysis and reporting ServiceNow
  • Proactive Client Communication
  • Multilingual client communication (framework, standard)
  • Onboarding and training new team members
  • Payment recovery strategies
  • Multitasking and prioritization
  • Process streamlining and workflow improvements

Work Experiences

  • Follow up on open issues with branches and other departments involved, ensuring that all policies and procedures are followed.
  • Delivered cross-functional updates.
  • Achieved results within one year.
  • Achieved a 28% boost in operational efficiency.
  • Collaborated with clients and internal teams.
  • Achieved 21% time savings for internal teams.
  • Allowed for quicker product adjustments.
  • Aligned KPIs with business goals.
  • Addressed client concerns.
  • Achieved 54% time savings for clients.

Summaries

  • Collaborative Customers Accounts Coordinator with a hands-on approach to minimizing billing discrepancies. Saved the company $13 last quarter by swiftly identifying and correcting invoicing errors.
  • Contributed to higher team performance.
  • Award-winning Customers Accounts Coordinator recognized for resolving escalations quickly and efficiently. Handled over 2 high-priority client issues, with a 21% success rate in maintaining customer satisfaction.
  • Adept at reducing overdue payments.
  • Contributed significantly to departmental KPIs.
  • Achieved a 59% success rate in maintaining customer satisfaction.
  • Achieved 71% greater accuracy than previous practices.
  • Created reports generating actionable sales strategies.
  • Adept at multitasking and managing customer portfolios.
  • Attention to detail and strong negotiating skills.

Accomplishments

  • Coordinated with the finance department to resolve billing disputes, recovering fees worth $4 in under three years.
  • Collaborated with Microsoft Excel teams to upgrade CRM workflows, improving data accuracy and reducing processing errors by 29%.
  • Successfully onboarded multiple international clients, leveraging multilingual skills to bridge language barriers and increase satisfaction by 81%.
  • Successfully managed a portfolio of 2 corporate accounts and achieved consistent 5-star customer ratings over three years.
  • Leveraged expertise in QuickBooks to identify opportunities for automation, reducing manual account management tasks by 75%.
  • Built and managed relationships with a portfolio of 16 high-value customers, achieving 37% contract renewal across annual terms.
  • Quarterly Customer Satisfaction Score (CSAT) improved by 55% following targeted issue resolution plans.
  • Assisted in the migration of 6 client accounts to a more advanced billing platform, ensuring seamless adaptation and a 41% drop in errors.
  • Spearheaded initiatives in customer renewals, successfully securing 22% of expiring contracts and increasing revenue by $203,000.
  • Led the transition of 12 legacy clients to a new CRM system, ensuring no disruptions in service and achieving 36% data accuracy.

Affiliations

  • Attended the Contract Management Association’s (CMA) conference, gaining insights into contract negotiations and financial risk mitigation.
  • Participated in local chapters of the Institute for Customer Service (ICS), gaining skills in enhancing service delivery and satisfaction scores.
  • Member of the National Customer Service Association (NCSA) to stay up-to-date on industry best practices and enhance client service skills.
  • Earned the Revenue Optimization Specialist certification from framework, specializing in using data to improve customer account revenues.
  • Member of the International Service Excellence Awards Committee, providing insight into leading trends in customer communication and issue resolution.
  • Participant in the Customer Experience Professionals Association (CXPA), staying ahead of new trends and standards in Customer Relationship Management (CRM).
  • Certified in Customer Retention and Relationship Management through Beacon Labs, enhancing skills in resolving escalated issues and preventing churn.
  • Attended annual meetings of the National Account Management Association (NAMA) to discuss best practices in client-service workflows.
  • Associate member of the Institute of Finance and Management (IOFM), working to improve expertise in billing procedures and practices.
  • Certified in Sales Operations and Team Training from method, emphasizing onboarding and performance management for new hires.

Certifications

  • Customer Service Excellence Certification by EC-Council
  • Certified Customer Success Manager (CCSM) by SuccessHACKER
  • International Customer Management Institute (ICMI) Customer Satisfaction Specialist
  • Certified Professional in Business Intelligence (CPBI) by TDWI
  • General Data Protection Regulation (GDPR) Certificate by IT Governance
  • Data-Driven Decision Making by Coursera
  • Six Sigma Green Belt Certification by ASQ
  • Conflict Resolution Specialist Certificate by Coursera
  • Certified Customer & Client Relations Professional (CCC-RP) by NAPSRx
  • Certified Business Process Manager (CBPM) by AIIM

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