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Skills

  • CRM platform implementation and training
  • Multi-line phone talent
  • Service standard compliance
  • Customer retention strategies (achieved 74% increase)
  • Business review presentation
  • Stock management
  • Warehousing functions
  • Recordkeeping strengths
  • Credit card processing
  • POS systems expert

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Customer service training processes were implemented and developed by me.
  • Increased the team's revenue by over $14 in sales.
  • Processed 18 invoices and mailed documentation to clients each three years.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Collaborated with vendors to plan more than 12 daily pickups and weekly deliveries.
  • Acquired 4 new customers, resulting in 8% revenue for the team.
  • Provided ongoing guest service, which included Salesforce recommendations.

Summaries

  • Under duress, personable and professional.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Lead Client Advocate is a multi-talented Lead Client Advocate who is consistently rewarded for planning and operational improvements.
  • With extensive knowledge of workflow optimization and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Committed to providing world-class customer service while remaining professional.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Competent Lead Client Advocate with a desire to exceed sales targets and establish long-term customer relationships.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Partnered with the sales team to drive expansion in high-value accounts, leading to a $25,000 revenue growth over three years.
  • Developed a client KPI dashboard, enabling real-time tracking of advocacy team performance and a 76% improvement in client outcomes.
  • Led efforts to optimize account renewals with a 54% success rate, improving year-over-year revenue retention.
  • Worked closely with clients to identify strategic growth opportunities, resulting in account expansion and 25% increase in lifetime value.
  • Worked alongside marketing and product teams to develop customer-centric messaging, contributing to a 41% increase in engagement.
  • Coached client advocacy team members, achieving consistent service levels and improving first-response time by 23% minutes on average.
  • Implemented a mentor program for new hires, improving team efficiency and overall service delivery quality by 21%.
  • Led a team of 14 client advocates to improve customer satisfaction, resulting in a 70% improvement in client satisfaction scores over 6 months.
  • Resolved product issue through consumer testing.
  • Reduced client onboarding time by 78% by reengineering client intake processes and improving cross-team coordination.

Affiliations

  • American Management Association (AMA)
  • International Council of Nurses
  • National Association of Social Workers
  • National Advocacy Center
  • Project Management Institute
  • Worldwide Customer Engagement Society
  • Client Advocacy Network
  • Society of Human Resource Management
  • International Association of Business Communicators (IABC)
  • American Medical Informatics Association

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Data Analytics for Business Decision Making Lakeside Partners 2018
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Zendesk Administrator Certification 2017
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Advanced Client Onboarding Specialist Certification Harbor & Co. 2024
  • Salesforce
  • CompTIA Network+
  • Certified Client Advocacy Professional (CCAP) 2024

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