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Skills

  • Advanced proficiency in process
  • Client onboarding strategy
  • Escalation management
  • Organization
  • Audit preparation and regulatory adherence
  • Project organization
  • Customer satisfaction analysis
  • High-net-worth client relationship management
  • Team management
  • Client onboarding experience enhancement

Work Experiences

  • Collaborated with marketing to create onboarding material.
  • Collaborated with cross-functional teams to refine customer onboarding materials, reducing time-to-activation by 40%.
  • Helped customers solve problems by recommending framework method that were relevant to their needs.
  • Awarded Excellence Award for excellence in client onboarding, recognizing my ability to resolve issues and exceed targets by 81%.
  • Oversaw the delivery of process project by category team, which resulted in program.
  • Achieved a 67% increase in daily sign-ups.
  • Answered 15 calls per 6 months to help customers with their questions and concerns.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Co-developed account opening promotions.
  • Achieved a 25% reduction.

Summaries

  • Achieved results within a 7-month window.
  • Adept at performing comprehensive service reviews and account audits to ensure client satisfaction, resulting in a 41% increase in NPS scores within several months.
  • Client-focused professional who continually achieves onboarding success, cutting customer setup times by 30% through collaboration and workflow refinement.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept at improving client satisfaction metrics by 18% through proactive service reviews and personalized account consultations within the first 9 months.
  • Achieved a 54% reduction in customer churn.
  • Within Miscellaneous, senior New Account Specialist and outstanding performer in client relations and cross-functional collaboration.
  • Collaborated cross-functionally to refine customer onboarding materials.
  • Adept at conducting account audits.
  • Clear understanding of data analysis and workflow optimization as well as performance reporting training.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved upsell rate of $4 per client by leveraging product knowledge and client relationship management skills.
  • Led the initiation of account management automation tools, cutting setup time by 30% per client.
  • Collaborated with product to ensure regulatory compliance for all new accounts, resulting in 2 months of zero audit violations.
  • Streamlined account setup procedures, shortening processing times by 68% through CRM upgrades.
  • Developed cross-departmental initiatives that improved the accuracy of new account information by 25%.
  • Collaborated with finance to introduce training webinars, improving customer understanding of account features by 8 points.
  • Increased cross-sell opportunities by identifying client needs during onboarding, raising group revenue by $7.
  • Facilitated public-speaking presentations during company webinars, educating 13+ participants and improving engagement rates by 33%.
  • Managed a portfolio of 2 key accounts, improving satisfaction scores by 24% within 6 months.

Affiliations

  • Society for Human Resource Management (SHRM)
  • Affiliate, Small Business & Entrepreneurship Council (SBE Council)
  • National Association of Professional Women (NAPW)
  • Member, Bank Administration Institute (BAI)
  • Local Networking Group for Professionals in Financial Services
  • Member, Financial Planning Association (FPA)
  • Payments Innovation Alliance by NACHA
  • Society of Human Resource Management
  • Financial Services Institute (FSI)
  • Association of Information Technology Professionals

Certifications

  • Salesforce
  • Time Management and Productivity Techniques in Customer Success - category
  • Client Relationship Management Specialist Certificate - system
  • Master Service Representative Certification (MSR) - program
  • Customer Escalation Management and Recovery Certification - category
  • Google Certified Professional Cloud Architect
  • Customer Service Management Certified Professional (CSMCP) - Summit Group
  • Certified Technical Account Manager (CTAM) - Beacon Labs
  • Zendesk Customer Experience Expert Certification - Harbor & Co.
  • Digital Marketing Certification - Tableau - Meridian

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