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Skills

  • Stakeholder management
  • Client satisfaction metric improvement
  • Cross-functional team leadership
  • Information gathering and analysis
  • Engagement KPI tracking
  • Customer feedback loop implementation
  • MS Office
  • Cross-departmental collaboration
  • Organization
  • Customer segmentation

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Answered 7 calls per several months to help customers with their questions and concerns.
  • Collaborated with sales and marketing teams to create a unique engagement plan that increased conversions by 82%.
  • Collaborated with the analytics team.
  • Analyzed customer data.
  • Achieved 7 new sign-ups.
  • Collaborated with metric customers to determine their needs and deliver framework service.
  • Championed the improvement of engagement tools and CRM, resulting in a 62% increase in productivity in handling client tickets.
  • Authored a comprehensive engagement playbook.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Achieved 33% reduction in churn.
  • Achieved a 75% client retention rate.
  • Energetic metric professional with a strong background in engineering messages and the preparation of supporting professionally written materials to improve company image.
  • Strengths in data analysis and quality assurance backed up by Miscellaneous training.
  • Built high-impact engagement strategies.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Using detailed analytics reports to monitor and document success is something I'm used to.
  • Contributed to the acquisition of prestigious awards.
  • Authors speeches, press releases, and marketing materials with ease.
  • Accomplished Engagement Contractor.

Accomplishments

  • Reduced customer churn by 57% through the introduction of predictive engagement analytics.
  • Facilitated regular workshops leading to improved interdepartmental alignment, resulting in a reduction of client service time by 74%.
  • Created customer engagement templates that standardized responses, reducing ticket handling time by 31% and ensuring consistency in communication.
  • Executed multi-phase CRM implementation, which drove a 50% increase in real-time service delivery.
  • Conceptualized and executed engagement data analysis architecture that optimized customer touchpoints, achieving a 63% increase in actionable insights.
  • Developed an automated customer journey touchpoint system leading to a 24% improvement in customer satisfaction scores.
  • Developed a knowledge-sharing platform for partners, increasing onboarding efficiency by 70%.
  • Enhanced digital engagement platforms, reducing user abandonment by 70% during high-traffic events.
  • Partnered with IT to launch analytics dashboards, enabling a 32% better tracking of customer behavior trends.
  • Acted as a liaison between 3 stakeholder teams, improving communication and reducing operational bottlenecks by 58%.

Affiliations

  • Community Roundtable - Engagement Leadership Network
  • Association for Supply Chain Management (APICS)
  • Association of Change Management Professionals (ACMP)
  • Customer Experience Professionals Association (CXPA)
  • Customer Relationship Management Institute (CRMI)
  • Society of Women Engineers
  • National Association for Business Economics (NABE) – Client Analysis Section
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Project Management Institute (PMI) - Customer Engagement Chapter

Certifications

  • Customer Engagement Strategy Certification by Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HubSpot Email Marketing Certification
  • Certified Public Accountant (CPA)
  • ServSafe
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Certified Customer Success Manager (CCSM) by Gainsight
  • Certified Email Marketing Specialist by Northwind
  • SHRM Certified Professional (SHRM-CP)

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