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Skills

  • AS/400
  • Insurance billing
  • First Aid/CPR
  • Executive presentation development
  • Time management and prioritization
  • Supervision
  • Pipeline management
  • Attention to detail in financial tracking
  • Invoice generation
  • MS Office

Work Experiences

  • Updated customer information to keep business records up to date.
  • Oversaw travel arrangements for employees traveling domestically and internationally, including hotel reservations, car rentals, and airfare.
  • Assisted in developing a personalized account management strategy.
  • Used automation to manage client correspondence, record tracking, and data communications in the office.
  • Built custom CRM dashboards for national clients.
  • Created budget reports, assisted with bookkeeping, and prepared presentations and proposals.
  • Built custom CRM dashboards for national clients, enhancing account visibility and increasing data-driven decision making by 72%.
  • Increased productivity by coordinating itinerary and scheduling appointments, as well as managing office support tasks.
  • Achieved operational continuity during transitions.
  • Achieved a 17% improvement in operational transparency.

Summaries

  • Strong technical skills and experience in strategic planning.
  • Accomplished team player.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • National Account Support Specialist and team leader with 15 years of experience in metric settings.
  • Achieved a 73% improvement in response time.
  • I bring 17 years of retail experience to the table.
  • Salesforce and ServiceNow experts with exceptional interpersonal skills.
  • Knowledge of Asana in depth, as well as risk assessment and performance reporting abilities.
  • National Account Support Specialist with budget management and cross-functional collaboration abilities.
  • Exceptional at accurately interpreting stocking instructions and shelving products.

Accomplishments

  • Analyzed data from customer feedback, leading to 4 feature improvements that enhanced product utility for top-tier clients.
  • Partnered with the analytics team to create reports tracking customer churn, implementing strategies that reduced churn in key accounts by 55%.
  • Facilitated quarterly review meetings with key stakeholders from 7 high-profile clients to discuss performance metrics and improvement plans, resulting in increased customer loyalty.
  • Led a customer retention initiative that resulted in saving 9 at-risk key accounts, preserving over $4 in annual revenue.
  • Developed cross-departmental training initiatives focused on customer retention, resulting in measurable service improvements and 23% higher client satisfaction scores.
  • Acted as a liaison between legal, finance, and national clients during contract finalization, closing $11 in new business deals.
  • Provided monthly performance reporting for 18 major accounts, translating key insights into actionable strategies that exceeded company objectives by 35%.
  • Provided financial oversight for national account renewals, driving a 85% margin increase through efficient contract renegotiations.
  • Led the cross-functional implementation of performance dashboards, making it easy to track KPIs and improving reporting efficiency by 22%.
  • Collaborated with cross-functional teams to solve critical customer challenges, executing solutions that decreased support ticket resolution time by 15%.

Affiliations

  • Certified KPI Optimization Specialist, Institute for Managerial Oversight (IMO), 2022
  • Certified P&L Management Professional, Financial Executives International (FEI), 2024
  • Member, International Society for Performance Improvement (ISPI), 2019-Present
  • Affiliate, Customer Relationship and Account Manager Society (CRAMS), 2018-Present
  • Certified Customer Account Specialist, Customer Service Institute (CSI), 2024
  • Member, Business Data Analysts and Account Support Professionals Network, 2015-Present
  • Member, Cross-Functional Collaboration Coalition (CFCC), 2015-Present
  • Affiliate, National Benchmarking and KPI Excellence Association (NBKEA), 2020-Present
  • Volunteer Trainer, Account Management Development Workshops, Seattle, 2023
  • Affiliate, Strategic Upselling and Account Retention Network (SUARN), 2016-Present

Certifications

  • Certified Sales Operations Professional (CSOP) - Northwind, 2020
  • Salesforce
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Salesforce Administrator Ironclad Systems, 2023
  • Six Sigma Green Belt Certification - Northwind - 2024
  • Google Data Analytics Professional Certificate – Google – 2019
  • Data-Driven Decision Making Certificate - Lakeside Partners, 2024
  • Association for Project Management (APM)
  • Google Certified Professional Cloud Architect

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