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Skills

  • Executive-level communication
  • Regulatory compliance
  • Customer engagement strategy development
  • Multichannel outreach campaign development
  • Customer communication process enhancement
  • Global implementation of business systems
  • Customer Satisfaction and NPS Improvement
  • Customer service
  • Data-driven decision making
  • Advanced data analytics

Work Experiences

  • Achieved results in three years.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved results within the specified three years.
  • Transported Asana to 18 months customer locations.
  • Created and nurtured meaningful relationships with clients by delivering detailed customer insights and solutions that boosted overall satisfaction scores by 68%.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Achieved growth from 2021 to 2020.
  • Contributed to strategic decision-making.
  • Achieved a 44% improvement in mentorship engagement.
  • Improved system operations by streamlining processes in order to take advantage of new educational trends.

Summaries

  • Adept in KPIs and performance metrics.
  • Adept in contract negotiation.
  • Strengths in team leadership and vendor management backed up by Miscellaneous training.
  • Achieved churn reduction of 71%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Relationship builder who takes a decisive approach to solving operational issues.
  • Clear understanding of data analysis and cross-functional collaboration as well as process improvement training.
  • Consistently delivered high-impact results.
  • Achieved retention rate improvements of 63% annually.
  • Within Miscellaneous, senior Engagement Leader and outstanding performer in process improvement and risk assessment.

Accomplishments

  • Developed and deployed automated client success dashboards using ServiceNow, enabling real-time tracking of KPIs and increasing efficiency by 74%.
  • Redefined customer engagement journeys, increasing email open rates by 49% and customer conversions by 59%.
  • Developed and implemented a data analytics platform that led to more nuanced customer engagement strategies, increasing conversions by 48%.
  • Designed and conducted client experience workshops, successfully converting 84% of attendees into loyal advocates for the brand.
  • Successfully launched and sustained loyalty programs, contributing to a 83% increase in client retention and 15 in recurring sales.
  • Managed a team of 9 marketing and sales professionals to bolster engagement metrics across QuickBooks, resulting in 84% revenue growth.
  • Piloted an omni-channel communication strategy leveraging Microsoft Excel, resulting in 9 in revenue from previously untapped markets.
  • Directed multiple promotional campaigns that achieved 4% ROI, with a 15 boost in customer lifetime value across Asana.
  • Facilitated interactive workshops for stakeholders, which led to 8 actionable process improvements across customer service departments.
  • Managed successful roll-out of an AI-driven recommendation engine, increasing personalized client interactions and boosting cross-sell revenue by 2.

Affiliations

  • Customer Experience Professionals Association (CXPA) – Engaged in thought-leadership discussions on customer journey analysis and data-driven engagement strategies.
  • Lean Enterprise Institute (LEI) – Engaged with industry peers on Lean strategies for driving engagement and operational efficiency.
  • Project Management Institute (PMI) – Member since 2022, specialized in Agile and Organizational Change Leadership.
  • American Medical Informatics Association
  • National Society for Leadership and Success (NSLS) – Focused on transformational leadership and optimizing team performance.
  • Lions Club
  • Center for Creative Leadership – Regular attendee of leadership and executive skill-building programs with a focus on data-driven decision-making.
  • Customer Success Association (CSA) – Participated in defining customer loyalty strategies and improving satisfaction metrics through data analytics.
  • American Marketing Association
  • Global Forum for Leadership Learning (GFLL) – Co-authored papers on building scalable frameworks for organizational engagement and performance tracking.

Certifications

  • Lean Six Sigma Green Belt (LSSGB)
  • Salesforce
  • First Aid/CPR Certified
  • Customer Journey Mapping Professional Certification by Brightline
  • Certified Business Relationship Manager (CBRM) by BRM Institute
  • Certified Professional in Learning and Performance (CPLP) by ATD
  • Certificate in Client Relationships and Consulting by Ironclad Systems
  • Gallup-Certified Strengths Coach by Gallup
  • Certified Employee Engagement Specialist by Harbor & Co.
  • Certified Agile Leadership (CAL) by Scrum Alliance

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