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Skills

  • MS Office
  • Employee Satisfaction Metrics Analysis
  • Event planning
  • Relationship development
  • Associated Press style
  • Cross-functional team leadership
  • Customer journey mapping
  • Community Engagement Strategies
  • Customer engagement workshop facilitation
  • Team management

Work Experiences

  • Authored a comprehensive engagement playbook, which has been adopted company-wide and led to improved conversion rates by 83% in 6 months.
  • Achieved results within three years.
  • Achieved a 17% decrease in service escalations.
  • Collaborated with sales and marketing teams.
  • Delivered 13 automated engagement email campaigns.
  • Collaborated with sales and marketing teams to create a unique engagement plan that increased conversions by 82%.
  • Accelerated time-to-go-live by 22%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Analyzed customer data to pinpoint engagement drop-offs, reducing churn rate by 60% through targeted interventions.

Summaries

  • Within Miscellaneous, senior Engagement Contractor and outstanding performer in team leadership and client relations.
  • Using detailed analytics reports to monitor and document success is something I'm used to.
  • Achieved 46% improvements in user retention.
  • Achieved a 70% decrease in negative sentiment.
  • Costs were consistently reduced while profits were increased.
  • Energetic metric professional with a strong background in engineering messages and the preparation of supporting professionally written materials to improve company image.
  • Added $16 in additional revenue.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Committed to improving employee engagement and satisfaction.
  • Contributed to a 18% growth in loyalty.

Accomplishments

  • Conceptualized and executed engagement data analysis architecture that optimized customer touchpoints, achieving a 63% increase in actionable insights.
  • Executed multi-phase CRM implementation, which drove a 50% increase in real-time service delivery.
  • Developed a knowledge-sharing platform for partners, increasing onboarding efficiency by 70%.
  • Reduced customer churn by 57% through the introduction of predictive engagement analytics.
  • Enhanced the customer feedback loop, resulting in a 77% improvement in addressing user support requests.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the delivery of tailored engagement strategies, boosting annual customer renewals by 16%.
  • Facilitated regular workshops leading to improved interdepartmental alignment, resulting in a reduction of client service time by 74%.
  • Focused on driving personalized engagement strategies, directly contributing to a 60% increase in customer retention over a several months.
  • Led client onboarding optimization efforts, cutting onboarding time by 23% and improving overall client satisfaction.

Affiliations

  • Business Relationship Management Institute (BRMI)
  • Association for Computing Machinery
  • Professional Association for Customer Engagement (PACE)
  • Customer Experience Professionals Association (CXPA)
  • American Business Group (ABG) - Client Development Chapter
  • Project Management Institute
  • Jaycees
  • National Association for Business Economics (NABE) – Client Analysis Section
  • International Customer Engagement Forum (ICEF)
  • European Society for Opinion and Market Research (ESOMAR)

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • CompTIA Security+
  • Certified Public Accountant
  • Certified Client Relationship Manager (CCRM)
  • Professional in Human Resources (PHR) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • Certified Change Management Professional (CCMP) from ACMP

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