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Skills

  • Relationship development
  • Budgets
  • Desktop support
  • Conflict resolution and de-escalation strategies
  • Customer service expert
  • Customer satisfaction survey analysis
  • Customer insights and feedback interpretation
  • Process improvement
  • Data-driven decision-making in support services
  • Communications

Work Experiences

  • Collaborated with the data team.
  • Aligned objectives across departments.
  • Advanced member onboarding experiences by promoting a new follow-up program, raising the user activation rate by 51%.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved results within several months.
  • Adhered to SLAs for customer engagements.
  • Achieved a 82% increase in monthly active users.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 12 new accounts.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Analyzed member support data.

Summaries

  • Accomplished in automating workflows.
  • Promotes data analysis and strategic planning skills that are dynamic.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Addressed potential churn trends.
  • Achieved 50% growth in customer satisfaction.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Achieved 65% improvements in member retention.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.

Accomplishments

  • Coordinated with risk management to redefine dispute resolution processes, decreasing the number of unresolved escalations by 42% in 2021.
  • Optimized outbound member contact workflows, leading to a 59% increase in retention rates and a 10-hour reduction in average response times.
  • Introduced proactive member engagement initiatives that boosted net promoter score (NPS) by 28% in 18 months.
  • Introduced automated payment reminder systems in partnership with the technology team, resulting in 2 fewer missed payments and 46% improved overall renewal rates.
  • Introduced a new ticket prioritization triage system, improving response times for priority members by one year, with a resulting satisfaction increase of 69%.
  • Spearheaded improvement of member feedback collection systems, optimizing response rates by 17%, resulting in data-driven service enhancements.
  • Collaboratively reduced membership onboarding issues by 32% through process documentation improvements and cross-departmental collaboration.
  • Piloted a machine learning project to predict membership churn, achieving a reduction in churn by 45% among identified segments.
  • Collaborated with team of 18 in the development of process.
  • Led a digital transformation project for member services which resulted in 17% use of self-service platforms and a 31% reduction in support call volume.

Affiliations

  • Customer Contact Week Digital Leadership Network
  • Freemason
  • Digital Customer Solutions Network (DCSN)
  • Federation of Global Membership Engagement (FGME)
  • National Association of Social Workers
  • Project Management Institute (PMI) – Customer Service Focus Group
  • Membership Strategy Advisory Council (MSAC)
  • Organization of Professional Service Delivery Managers (OPSDM)
  • Customer Relationship Management Membership Forum (CRMMF)
  • American Medical Informatics Association

Certifications

  • Customer Support Specialist Certification – Zendesk 2019
  • Certified Governance, Risk, and Compliance Professional (GRCP) - 2017, OCEG
  • Certified Payments Professional (CPP) – 2015 National Automated Clearing House Association (NACHA)
  • Master of Business Administration (MBA) framework
  • Certified Information Systems Auditor (CISA) – ISACA 2016
  • Certified Professional in Talent Development (CPTD) - standard, 2022
  • Advanced Certified ScrumMaster (A-CSM) – 2018
  • Customer Service Excellence Certification – 2022 – Lakeside Partners
  • Certified Multilingual Communications Professional – 2021 Ironclad Systems
  • Six Sigma Green Belt Certification - 2021 - Brightline

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