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Skills

  • Customer Retention Strategy
  • Global implementation of business systems
  • Process automation and efficiency optimization
  • Business operations
  • Contract Negotiation and Management
  • Leadership in cross-functional team environments
  • Communications
  • Client Success Management
  • Supervision
  • Business process improvement

Work Experiences

  • Achieved a sales-wide best.
  • Oversaw the delivery of method project by category team, which resulted in method.
  • Devised strategies to cut costs, modernize operations, and revamp procedures to improve the institution's operations.
  • Awarded Employee of the Year in 2019 for outstanding workplace culture.
  • Looked for industry trends on social media and through online sources.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved results in three years.
  • Helped students improve their educational strategies by providing clear guidance on course selection, progression, and career options.
  • Achieved Innovation Award recognition for leading a customer experience overhaul that elevated Net Promoter Score by 61% over 3 months.
  • Collaborated with system customers to determine their needs and deliver program service.

Summaries

  • Collaborative Engagement Leader.
  • Adept at process analysis.
  • Adept Engagement Leader focused on roadmap development and business expansion, generating 73% improvements across multiple customer engagement touchpoints in Denver. Skilled in leveraging cross-functional collaborations.
  • Achieved churn reduction of 71%.
  • Conducted stakeholder workshops.
  • Leader with exceptional communication, organizational, and strategic planning skills.
  • Achieved retention rate improvements of 63% annually.
  • Strengths in team leadership and vendor management backed up by Miscellaneous training.
  • Boosted client loyalty by 33% in the Southeast.
  • To ensure program success, cultivate long-term relationships with students and staff.

Accomplishments

  • Collaborated with IT and operations teams to integrate new platforms, significantly improving frontend user experience by 27%.
  • Directed the implementation of a CRM tool that increased customer acquisition rates by 74% and reduced churn by 58%.
  • Instituted data-driven customer outreach protocols, leading to a 70% improvement in retention rates over a 10-month period.
  • Launched quarterly feedback loops that identified pain points and improved overall client interaction times by 63%, driving loyalty metrics upward.
  • Streamlined interdepartmental communication processes, reducing the information delivery cycle by 76% days and improving team productivity.
  • Presented business insights to C-level executives, driving approval for a multi-million investment in engagement solutions that yielded an ROI of 62%.
  • Managed end-to-end client engagement strategies, resulting in a 79% uplift in NPS (Net Promoter Score) over one year.
  • Partnered with 2 external vendors to streamline client service processes, reducing average response time by 62%.
  • Redefined customer engagement journeys, increasing email open rates by 49% and customer conversions by 59%.
  • Piloted an omni-channel communication strategy leveraging Microsoft Excel, resulting in 9 in revenue from previously untapped markets.

Affiliations

  • Strategic Management Society (SMS) – Attended annual meetings on aligning organizational strategy with team engagement for long-term success.
  • Organizational Behavior Management Network (OBM) – Conducted research on performance reviews and employee engagement techniques.
  • National Association of Social Workers
  • Freemason
  • National Society for Leadership and Success (NSLS) – Focused on transformational leadership and optimizing team performance.
  • Consulting Psychology Division (American Psychological Association) – Explored behavioral insights into optimizing team engagement and stakeholder rapport.
  • Lions Club
  • Association for Change Management Professionals (ACMP) – Active participant in events related to stakeholder engagement and change strategy.
  • Project Management Institute
  • International Council of Nurses

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Business Relationship Manager (CBRM) by BRM Institute
  • Google Certified Professional Cloud Architect
  • Certified Digital Marketing Leader by Digital Marketing Institute
  • Certified Public Accountant (CPA)
  • Certified Public Accountant
  • Certified Professional in Talent Development (CPTD) by ATD
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Customer Journey Mapping Professional Certification by Brightline
  • ServSafe

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