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Skills

  • Change Management
  • Customer service
  • Client relationship management
  • Process improvement
  • Team training and development
  • Organization
  • Consulting
  • First Aid/CPR
  • Customer outreach campaigns
  • Program oversight

Work Experiences

  • Achieved a 69% increase in positive feedback surveys.
  • Achieved Excellence Award from industry peers.
  • Achieved revenue growth across Chicago.
  • Achieved results within 18 months.
  • Achieved this over 18 months.
  • Achieved multiple Outstanding Service Award recognition.
  • Contributed $14 in new revenue.
  • Completed deployments in 2021.
  • Achieved a 44% rise in engagement.
  • Completed project management under budget and on time in order to meet project objectives.

Summaries

  • Achieved a 84% reduction of negative reviews.
  • Dedicated executive with 3 years of Miscellaneous experience.
  • Achieved a 42% jump in customer retention over two years.
  • Driven and visionary change manager committed to continuous business improvement with a focus on increasing revenue and streamlining operations.
  • Proven ability to develop and maintain relationships with key accounts in order to boost overall productivity and profit margins.
  • Miscellaneous is a key area of expertise.
  • Achieved a 31% improvement in first-call resolution rates.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • By effectively determining and meeting customer needs, implementing price models, and optimizing inventory control procedures, the network is expanded.
  • Director of Owner Services with 10 years of experience in Miscellaneous who is detail-oriented.

Accomplishments

  • Documented and resolved system which led to method.
  • Established a dynamic service delivery model in Atlanta, boosting market share by 39% and generating $15 in additional revenue during the first the past year.
  • Implemented a CRM system with framework, providing target-focused solutions and increasing owner retention rates by 36%.
  • Re-engineered client feedback procedures, leading to a 26% improvement in Net Promoter Scores (NPS) within several months.
  • Investigated and resolved escalated owner issues, proactively reducing complaint volume by 55% and generating positive feedback from 12 key clients.
  • Created and implemented employee recognition programs that boosted service team morale, resulting in a 2% decrease in turnover over one year.
  • Incorporated a data-driven reporting structure, enabling a 60% faster recognition of potential service bottlenecks, leading to actionable improvements.
  • Utilized performance metrics to refine service strategies, resulting in a 67% improvement in first-contact resolutions within three years.
  • Developed and led customer service training programs, enhancing skills across 15 team members and elevating satisfaction rates by 82%.
  • Led cross-functional efforts to enhance CRM utilization, elevating team engagement with service workflows and boosting user retention metrics by 10%.

Affiliations

  • Certified Customer Success Manager (CCSM) Program
  • International Council of Nurses
  • National Association of Social Workers
  • Business Networking International (BNI)
  • Society for Human Resource Management (SHRM)
  • Association of Information Technology Professionals
  • Jaycees
  • International Association of Business Communicators (IABC)
  • Toastmasters
  • Customer Success Leadership Community

Certifications

  • Lean Six Sigma Certification by Lakeside Partners
  • Certified ScrumMaster (CSM)
  • Certified Bilingual Customer Service Representative, Mandarin
  • Certified Public Accountant
  • Advanced Certified Scrum Product Owner (A-CSPO)
  • CompTIA Network+
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) by ASQ
  • Customer Success Manager Certification Program by Meridian
  • Certified Contact Center Manager (CCCM)
  • Project Management Professional (PMP) by framework

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