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Skills

  • Client Retention Strategies
  • Client relationship management
  • Team building
  • C-suite relationship building
  • Business operations
  • Business acumen
  • Project organization
  • Operational improvement
  • Contract negotiation
  • Cross-functional team leadership

Work Experiences

  • Built strong relationships across compliance and customer success.
  • Achieved Top Performer for innovation.
  • Achieved a 21% client retention rate.
  • Consulted with clients to identify business challenges.
  • Achieved recovery over several months.
  • Collaborated with clients and financial institutions to find the best financing options.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Closed 3 high-profit accounts.
  • Closed 5 high-profit accounts over several months, contributing to overall business growth of $7 in Atlanta.
  • Achieved a 31% reduction in churn rates.

Summaries

  • Client management professional with extensive experience.
  • Achieved a 35% improvement in client service evaluations.
  • Built strategic relationships.
  • Within Miscellaneous, senior Executive Client Manager and outstanding performer in team leadership and budget management.
  • Built relationships with key decision-makers.
  • Achieved client retention rates exceeding 40% year over year.
  • Client-centric Executive proficient in building successful long-term client relationships and growing total contract value by $5 across critical accounts.
  • Client-focused Executive Client Manager.
  • Adept at portfolio management.
  • Achieved over 78% client satisfaction in 2020.

Accomplishments

  • Analyzed client KPIs to proactively identify service gaps, improving customer retention for framework by 65%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Tracked and reported key client metrics using Power BI, resulting in 26% reduction in downtime or service interruptions.
  • Maintained a 45% retention rate by devising high-impact touchpoints and delivering consistent, value-driven insights to key accounts.
  • Designed and implemented a client health scoring model, enabling proactive engagement and reducing churn risk by 41%.
  • Led integration of client feedback into product roadmaps, increasing customer retention by 38% over 18 months.
  • Streamlined client onboarding procedures, reducing time to launch by 72% and increasing long-term engagement metrics by 15%.
  • Collaborated with team of 5 in the development of procedure.
  • Implemented tailored retention strategies that improved renewal rates by 45% and secured an additional $4 in recurring revenues annually.
  • Through concise communication and strategic negotiation, achieved a 29% increase in renewal contract pricing, yielding $12 additional yearly revenue.

Affiliations

  • International Council of Nurses
  • Association for Talent Development (ATD)
  • International Institute of Business Analysis (IIBA)
  • National Association of Social Workers
  • International Association of IT Asset Managers (IAITAM)
  • Project Management Institute
  • Salesforce Trailhead Academy
  • Revenue Collective (now Pavilion)
  • Professional Association for Customer Engagement (PACE)
  • Toastmasters

Certifications

  • Advanced Certificate in Customer Experience Management - metric
  • Certified Financial Services Security Professional (CFSSP)
  • Apple Certified Associate (ACA)
  • Lean Six Sigma Green Belt Certification - system
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Strategic Account Manager (CSAM) – standard
  • Google Analytics Individual Qualification (GAIQ)
  • Corporate Client Relationship Management Certification - standard
  • Client Communications & Negotiation Certification - metric
  • Certified Change Management Professional (CCMP) - method

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