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Skills

  • Client onboarding process improvement
  • Escalation management
  • Technical issues analysis
  • CRM Software (e.g., Salesforce)
  • Change Management in Customer Service Settings
  • First Aid/CPR
  • Budgets
  • Problem resolution
  • Automated ticketing systems implementation
  • TCP/IP

Work Experiences

  • Achieved a 56% improvement in performance metrics.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Used risk assessment and vendor management to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated with IT and product teams.
  • Championed a successful first-contact resolution initiative, improving resolution rates by 21% and decreasing overall customer frustration.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Built strong relationships with key enterprise clients, maintaining a 75% retention rate and growing account revenues by $12.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 3 new accounts.
  • Championed a first-contact resolution initiative.
  • Achieved 5% increase in repeat business.

Summaries

  • Achieved 75% reduction in customer churn.
  • Accomplished in implementing AI and automated solutions, resulting in a 23% quicker response to customer inquiries and reducing staff workload.
  • Asana expert and Workday user.
  • A visionary in client relationship management, maintaining key customer retention at 45% and boosting customer lifetime value by 15 per key account.
  • Within Miscellaneous, senior Head Pc Customer Relation and outstanding performer in cross-functional collaboration and budget management.
  • Achieved results within two years.
  • Added over $8 in revenue.
  • Achieved a 37% reduction in customer complaints.
  • Achieved a 55% quicker response to customer inquiries.
  • A visionary in client relationship management.

Accomplishments

  • Aligned product feedback with the development team, contributing to the release of key features that enhanced the customer onboarding experience by 56%.
  • Managed stakeholder relations by presenting key metrics, ensuring an overall increase in executive-level engagement by 27%.
  • Formulated and executed tailored retention programs that cut churn by 29% in key demographic segments.
  • Established partnerships with third-party service providers, increasing service coverage by 82% with minimal staff increases.
  • Ran a post-complaint assessment program, immediately addressing negative customer feedback which led to 39% faster turnover for critical cases.
  • Championed customer feedback loop with internal teams, implementing Microsoft Excel improvements that boosted NPS by 27%.
  • Developed new case tracking methodology that decreased repetitive complaints by 79% in the past year.
  • Built a KPI dashboard using Microsoft Excel, providing real-time access to customer relations metrics and reducing reporting time by 44%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Mentored 4 junior staff members with tailored career development plans, enhancing team capacity and securing 24% performance growth.

Affiliations

  • Customer Service Professionals Network (CSPN)
  • International Association of Call Centers (IACC) - Member
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • Member, Customer Loyalty Program Advocacy Group
  • Customer Engagement Professionals Forum
  • Toastmasters
  • Freemason
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • PRINCE2 Foundation - Brightline
  • Customer Success Manager Certified Professional (CSMCP) - Meridian
  • Certified Product Manager (CPM) - Beacon Labs
  • ServSafe
  • HubSpot Service Hub Software Certification - Adobe Creative Suite
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Salesforce Certified Administrator, QuickBooks
  • Cisco Customer Success Manager Specialist - Lakeside Partners

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