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Skills

  • Customer satisfaction analysis
  • Process improvement
  • Key account upselling strategies
  • Microsoft applications proficiency
  • Advanced presentation skills for executive audiences
  • Contract negotiation and closing deals
  • Business operations
  • Customer retention management
  • Regulatory compliance
  • Communications

Work Experiences

  • Kept the procedure and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of running a successful cash register, which included scanning items, processing payments, and issuing receipts.
  • Achieved average returns of 51% annually.
  • Acted as primary point of contact for 15 major accounts, managing overall relationships and maintaining a customer retention rate of 71%.
  • Assessed customer needs through in-depth consultative dialogue, leading to the implementation of tailored product bundles with a 57% upsell rate.
  • Achieved $3 in upsells.
  • Achieved growth for Q2019.
  • Analyzed client portfolios and conducted risk assessments, increasing overall retention rate by 73%.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Achieved results within a 8-month period.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved revenue growth of 23% for Q2019.
  • Within Miscellaneous, senior Expert Client Advisor and outstanding performer in quality assurance and process improvement.
  • Accomplished Expert Client Advisor.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Boosted overall satisfaction.
  • Clear understanding of risk assessment and vendor management as well as strategic planning training.
  • Achieved 53% increase in feature adoption.
  • Achieved 26% growth in client satisfaction surveys.
  • Collaborated on enterprise digital transformation initiatives, improving client processes by 76% and driving long-term growth.

Accomplishments

  • Negotiated multi-year service renewals with top clients, generating $5 in recurring annual revenue and improving contract retention by 64%.
  • Led initiatives to streamline CRM and reporting processes, reducing administrative overhead by 81% and improving data accuracy for client interactions.
  • Developed and presented quarterly business reviews to 17 C-suite executives, demonstrating a 29% improvement in client KPI performance.
  • Identified opportunities to cross-sell complementary services, boosting average revenue per customer by 82% and improving client lifetime value.
  • Trained newly hired team members on CRM platform usage and customer engagement strategies, resulting in a 20% improvement in account follow-up rates.
  • Simplified complex technical information for non-technical clients, reducing decision-making time by 9 days and improving client satisfaction scores by 33%.
  • Exceeded client onboarding performance by achieving 22% faster integration time, helping the team surpass KPIs by 33% in 2015.
  • Collaborated with team of 2 in the development of framework.
  • Planned and led 9 client training sessions on software products and analytics tools, driving a 78% increase in product adoption.
  • Identified and implemented cross-sell opportunities across ServiceNow portfolio, leading to a 39% increase in revenue per account.

Affiliations

  • Project Management Institute
  • Board member of category Alumni Association
  • Chairperson for the Annual Client Engagement Conference 2016
  • Team Lead for 2015 Business Development Training at Brightline
  • American Institute for Chartered Property Casualty Underwriters (CPCU Society)
  • Member of the Society of Financial Service Professionals (SFSP)
  • Member of the Board of Directors at metric
  • American Society of Safety Professionals
  • Certified Financial Planner (CFP) Board Member
  • Member of the Business Leadership Advisory Board at system

Certifications

  • Quota Attainment and Client Retention Professional Certification - Northwind
  • Certified Strategic Partnership Manager - Microsoft Excel
  • Certified Customer Success Manager (CCSM) - program - SuccessHACKER
  • Certified Negotiation Expert (CNE) – Real Estate Negotiation Institute
  • ServSafe
  • Client Service Specialist Certification (CSSC) - procedure
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant (CPA)
  • CompTIA Security+

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