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Skills

  • Review of contracts
  • Sales reporting
  • KPI (Key Performance Indicators) analysis and improvement
  • Contract extension negotiation
  • Sales presentations
  • Customer Service Strategy Development
  • Analytical problem solver
  • Direct sales
  • Extensive personal network
  • Solution selling

Work Experiences

  • Worked with upper management to implement continuous improvements and help the team achieve its objectives.
  • Kept up to date on competitor products and pricing in the markets I served.
  • Efficiently resolved all vendor and account issues while exceeding sales quotas by 7%.
  • Established long-term business growth by building relationships with customers and the community.
  • Worked to resolve issues with high-profile customers in order to maintain relationships and increase the number of repeat customers.
  • Worked with the advertising department to ensure that advertising messages and retail incentives were consistent.
  • Managed a team of 17 people who sold process products and services worth more than $12.
  • Implemented new inventory management procedures that reduced product theft by 9% in 6 months.
  • Hired 4 sales representatives over a 18 months period.
  • Averaged 11 sales calls closed each quarter.

Summaries

  • By providing support and attentive service, I am diligent in building and retaining accounts.
  • Achieved a 54% reduction in service time discrepancies.
  • Achieved a 74% resolution rate.
  • Achieved high adoption rates in procedure.
  • Achieved a 68% rise in positive customer experiences.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Clear understanding of stakeholder engagement and risk assessment as well as budget management training.
  • Strategic and analytical, with a motivating leadership style and experience in forming new network connections, marketing products, and expanding territories.
  • Accomplished in process optimization.

Accomplishments

  • Developed and executed a client retention strategy for high-value accounts, increasing contract renewal rates by 70% over 6 months.
  • Collaborated with team of 14 in the development of process.
  • Mediated high-value client escalations with strategic solutions, resulting in 40% client retention and resolving issues within three years.
  • Facilitated regular client reviews and service audits, reducing issue detection lead time by 53% and improving overall client confidence.
  • Implemented service improvement plans that reduced customer churn by 62%, contributing to revenue retention of $7.
  • Championed the transition to a new CRM system that streamlined client communications and reduced case handling times by 45%.
  • Enhanced client retention by creating service transparency with improved reporting and regular touchpoints, ensuring 53% of clients renewed their annual contracts.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Identified and resolved inefficiencies in client reporting mechanisms, reducing client service complaints by 65% within 6 months.
  • Resolved product issue through consumer testing.

Affiliations

  • Completed certification in Change Management through the Association for Change Management Professionals (ACMP)
  • Member of the National Technical Service Professionals Association (NTSPA)
  • Participated in webinars hosted by Customer Experience Professionals Association (CXPA)
  • Project Management Institute
  • Certified in CX analytics by the Data and Analytics Association
  • Certification in client journey mapping by the Customer Experience Training Alliance (CETA)
  • Freemason
  • Affiliate of the Institute for Management Studies (IMS), focusing on client engagement
  • Volunteer with the American Management Association (AMA)
  • Member of the International Association of Administrative Professionals (IAAP), focusing on front-line support

Certifications

  • CompTIA A+ Technician
  • Google Analytics Individual Qualification (GAIQ)
  • Advanced Customer Service Excellence (ACSE) Certification
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • Professional Certificate in Data-Driven Customer Strategy - Vantage
  • Certified Strategic Account Manager (CSAM)
  • Project Management Professional (PMP)

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