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Skills

  • Metric equipment
  • Market research
  • Complaint resolution and follow-up
  • Retention strategies
  • Method marketing
  • MS Office
  • Client Dispute Resolution
  • Product promotions
  • Strategic planning
  • Staff training

Work Experiences

  • Acquired 17 new customers, resulting in 5% revenue for the team.
  • Collaborated with the internal sales team.
  • Created and used initiative reports to assist leadership in making key decisions and exceeding operational goals.
  • Achieved a 67% reduction in service resolution time.
  • Achieved a 62% productivity boost.
  • Achieved results over a two years.
  • Achieved 85% growth.
  • Collaborated with product teams.
  • Built lasting client partnerships.
  • Collaborated with the internal sales team to create retention strategies, which decreased membership churn by 39%.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.
  • Accomplished consultant with a proven history.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.
  • Portuguese is a bilingual individual who is fluent in both languages.
  • Added return business valued at $12 annually.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at using technology to streamline client interactions.
  • Boosted accuracy.

Accomplishments

  • Worked closely with product to implement new product offerings, resulting in 80% increase in client engagement.
  • Contributed to process improvements that streamlined member service tasks, reducing task time by 85% and increasing team productivity.
  • Executed member outreach campaigns that achieved 26% sales growth in under 6 months.
  • Provided weekly reports to leadership showcasing performance metrics and suggested improvements, leading to a program in logistics.
  • Utilized Microsoft Office Suite tools to document member feedback and craft data-driven reports, leading to method in service optimization.
  • Proactively addressed member grievances, increasing resolution efficiency by 56%, driving improved member satisfaction and retention.
  • Demonstrated excellent product knowledge, empowering members to make well-informed decisions, resulting in a 51% increase in revenue.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized data-driven insights to optimize member onboarding, reducing churn by 22% over three years.
  • Authored and implemented streamlined onboarding procedures that resulted in a 15% reduction in onboarding time.

Affiliations

  • Project Management Institute (PMI)
  • North American Association for Customer Engagement (NAACE)
  • International Association of Business Communicators (IABC)
  • Customer Success Association (CSA)
  • Project Management Institute
  • American Marketing Association
  • National Customer Service Association (NCSA)
  • International Council of Nurses
  • National Association for Community Mediation (NAFCM)
  • National Association of Professional Saleswomen

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Key Account Manager - Strategic Account Management Association (SAMA)
  • Certified CRM Specialist - HubSpot Academy
  • Certified Account Management Specialist (CAMS) - Cedar Works
  • First Aid/CPR Certified
  • Change Management Practitioner - APMG International
  • Negotiation Skills Certification - Vantage
  • CompTIA A+ Technician
  • Data Analytics Certificate - Lakeside Partners
  • Certified Business Analysis Professional (CBAP)

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