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Skills

  • Customer success strategies
  • Extensive personal network
  • NPS improvement
  • Account retention strategies
  • Client Escalation Management
  • KPI tracking and analysis
  • B2B account management
  • Client satisfaction surveys
  • Revenue generation strategies
  • Customer Lifetime Value Analysis

Work Experiences

  • Initiated new product launch sales and marketing plans, including developing sales, distribution, and media strategies.
  • Kept track of the performance of the sales team, analyzed sales data, and reported findings to the area managers.
  • Increased sales revenues to $15 for category services by utilizing effective negotiating skills.
  • Organized promotional events and interacted with the community to increase sales volume.
  • Efficiently resolved all vendor and account issues while exceeding sales quotas by 5%.
  • Kept track of customer purchasing patterns, market conditions, and competitor actions in order to adjust strategies and meet sales targets.
  • Worked with internal teams and suppliers to assess costs in relation to expected market price points and create structures to meet profit goals.
  • Met established KPIs for the company, regional team, and individual performance through teamwork and customer focus.
  • Developed and implemented new online marketing strategies that resulted in a 2% increase in sales.
  • Cut costs by 18% through client and distributor price negotiations.

Summaries

  • Skilled in stakeholder engagement and capable of streamlining daily activities to increase productivity and sales.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Exceptional at spotting and profiting from new market trends and revenue opportunities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 19% improvement in incident resolution.
  • Tenacious manager with a strategic and analytical approach to problem-solving, customer acquisition, and profit goals.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved a 74% increase in overall satisfaction scores.

Accomplishments

  • Collaborated with 7 cross-functional teams to seamlessly onboard new clients, reducing implementation delays by 64%.
  • Introduced automated support systems to reduce total client wait time by 28%, enabling quicker resolution on common issues.
  • Coached 6 direct reports, improving their client interaction skills and increasing department response rate by 64%.
  • Led upsell strategies to convert 24% of support interactions into expansion opportunities, contributing to metric in new business growth.
  • Introduced a KPI-driven performance management model for service delivery teams, resulting in a 53% improvement in service quality.
  • Collaborated with team of 17 in the development of metric.
  • Championed cross-functional efforts to streamline service workflows which resulted in a 61% cost reduction associated with recurring issues.
  • Delivered end-to-end support during software rollouts, leading to a 64% improvement in deployment success rates.
  • Acted as client advocate in internal meetings, helping streamline feature prioritization and delivering a 60% faster time-to-market.
  • Resolved product issue through consumer testing.

Affiliations

  • Freemason
  • Digital Customer Experience Association
  • International Customer Service Association (ICSA)
  • Toastmasters
  • Customer Success Leadership Network
  • Association of Information Technology Professionals
  • Association for Talent Development (ATD)
  • Help Desk Institute (HDI)
  • Service Desk Institute (SDI)
  • Global Customer Service Professionals Organization

Certifications

  • Six Sigma Green Belt Certification - Denver
  • Customer Success Manager Professional (CSMP) - Cedar Works
  • Certified Business Analysis Professional (CBAP)
  • Certified SCRUM Master (CSM) - 2017
  • Google Workspace Certified Administrator
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Certified Digital Customer Experience Professional - Brightline
  • CompTIA Network+
  • Certified Public Accountant

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