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Skills

  • Feedback loop implementation
  • Project organization
  • Keyword optimization
  • First Aid/CPR
  • Data-driven decision making
  • Business process reengineering
  • Automation of Customer Interaction Processes
  • Feedback Process Overhaul
  • HubSpot expertise
  • Business operations

Work Experiences

  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Created personalized experience reports for VIP clients.
  • Achieved highest customer lifetime value increase of 16%.
  • Achieved a resolution success rate of 35%.
  • Achieved 9% growth in member sign-ups.
  • Collaborated with the IT team to enhance automation processes leading to a 47% reduction in response time for customer inquiries.
  • Achieved a 66% retention rate year-on-year.
  • Achieved results over 15 months.
  • Achieved a 49% reduction in response time for customer inquiries.
  • Boosted engagement by 52%.

Summaries

  • Conducted hands-on workshops.
  • Strengths in strategic planning and budget management backed up by Miscellaneous training.
  • Award-winning Experience Specialist.
  • Contributed to a 26% reduction in onboarding time.
  • Achieved a flawless first interaction experience.
  • Clear understanding of performance reporting and cross-functional collaboration as well as performance reporting training.
  • Achieved a 52% boost in customer satisfaction.
  • Consistently drove a 18% reduction in response time.
  • Boosted satisfaction scores by 48%.
  • Achieved Top Performer for the highest customer retention rate in Columbus, driving continuous engagement and satisfaction over 16 years.

Accomplishments

  • Improved first-contact resolution rates by 70% through the integration of advanced CRM workflows.
  • Implemented AI-driven chatbots and virtual assistants, increasing automated resolution rates by 28% and enhancing customer support speed.
  • Resolved product issue through consumer testing.
  • Successfully managed customer feedback collection initiatives, helping to reduce product complaints by 84%.
  • Collaborated with product design teams to introduce new UX features that led to a 40% increase in customer engagement.
  • Collaborated with product and engineering teams to implement an enhanced user experience, improving customer satisfaction scores by 27%.
  • Integrated Power BI into CRM processes that reduced manual data entry errors by 69%.
  • Achieved President's Club for implementing a proactive customer retention program that reduced churn by 41% over 3 months.
  • Conducted stakeholder interviews to map pain points in the customer journey, directly leading to a 71% higher UX satisfaction score.
  • Negotiated escalated disputes and ensured a 68% resolution success rate, retaining 61% of high-value clients.

Affiliations

  • Society for Human Resource Management (SHRM) - Diversity & Inclusion Strategies
  • Project Management Institute (PMI) - Customer Experience chapter
  • eCommerce Customer Experience Professionals Association
  • American Customer Satisfaction Index (ACSI) Advisory Board
  • North American Shared Services and Outsourcing Association (NASSA) Member
  • Women in Customer Service & Experience (WISE)
  • Customer Success Leadership Academy Alumni
  • Association of Strategic Marketing (ASM)
  • Customer Experience Professionals Association (CXPA)
  • Rotary International

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP) - Cedar Works
  • CompTIA Network+
  • Customer Success Management Certification - Lakeside Partners
  • Inbound Marketing Certification – 2021 via SAP
  • Conflict Resolution in Customer Experiences – metric
  • Change Management for Customer-Facing Teams Certification – Brightline
  • Certified User Experience Specialist (CUAS) – 2016
  • Employee Experience Consultant Certification – 2018
  • Apple Certified Associate (ACA)

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