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Skills

  • Business Administration
  • Data-driven decision making
  • Market trend analysis
  • Client portfolio expansion
  • Business operations
  • Cross-functional team collaboration
  • Client relationship management
  • Stakeholder management
  • Client escalations resolution
  • Data collection and analysis

Work Experiences

  • Taught Director of Client Managements and Director of Client Managements effective customer service techniques, resulting in a 6% increase in client satisfaction.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Oversaw a group of 6 initiative associates who dealt with the department's daily and complex requirements.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Boosted customer engagement.
  • Increased productivity by 4% while lowering staffing and operational costs.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 5%.
  • Boosted revenue by 17 in 2023.
  • Achieved consistent improvements in NPS by 37%.

Summaries

  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Dynamic application of client relations and team leadership in a fast-paced business environment.
  • Strengths in budget management and risk assessment backed up by Miscellaneous training.
  • Expertise in technology and product development.
  • To take on a new role in a metric setting, I'm ready to offer exceptional leadership and planning abilities.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Customer-focused professional with 3 years of experience in the Miscellaneous sector.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Director of Client Management is a skilled Director of Client Management who provides encouragement and feedback to help employees succeed.
  • Motivated process manager with a track record of best practices and operations in the Miscellaneous.

Accomplishments

  • Partnered with product development teams to deliver client-driven updates, generating 24% improvement in client satisfaction.
  • Developed training and enablement programs for 8 new sales representatives, fostering a client-first approach and reducing onboarding time by 64%.
  • Led a team of 5 account managers to deliver customized client solutions, driving a 73% increase in client retention.
  • Championed integration of Jira, enhancing client engagement tracking and leading to a 18% decrease in support tickets.
  • Aligned customer experience strategies with company’s best practices, contributing to a 32% improvement in SLA adherence.
  • Worked closely with sales teams to identify key revenue growth opportunities, resulting in 28% increase in annual contract values for tier-one clients.
  • Negotiated contract renewals for 17 key accounts, contributing to annual revenue growth of $7.
  • Instituted Service Level Agreement (SLA) improvements, reducing compliance issues by 28% across key client accounts.
  • Secured ITIL for the client success team, increasing credibility and trust among high-value accounts.
  • Managed a portfolio of 4 high-value clients, resulting in a year-over-year revenue growth of 75%.

Affiliations

  • Customer Engagement Community (Phoenix)
  • International Customer Experience Awards Judge (2021)
  • Rotary International
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • Business Continuity Professionals Association (BCPA)
  • Project Management Institute
  • Jaycees
  • Lions Club
  • Project Management Institute (PMI) Six Sigma Chapter

Certifications

  • Net Promoter Score Certified Associate, Satmetrix
  • Inbound Sales Certification – HubSpot
  • Executive Leadership Certification, method, 2016
  • Executive Certificate in Business Analytics, system, 2021
  • Google Certified Professional Cloud Architect
  • Certified Professional in Customer Relationship Management (CPCRM), Institute of Customer Relationship Management
  • Certified Customer Success Manager (CCSM) initiative, Customer Success Association
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)

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