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Skills

  • Process and procedure development
  • Customer service
  • Compliance with federal regulations
  • New Account Setup and Management
  • Knowledge of program
  • Conflict resolution
  • Process improvement
  • Change Management
  • Merchandising operations
  • Data Integrity and Accuracy Checks

Work Experiences

  • Taught employees how to deal with difficult customers and difficult situations.
  • Was in charge of end-to-end stock management, which included incoming inventory inspection, shelf merchandising, and shrinkage prevention.
  • Assisted with the migration of 15 accounts.
  • Put in place daily operating procedures to keep the store clean, well-stocked, and organized.
  • Adapted communication strategies to suit customer needs.
  • Assisted with the migration of 13 accounts to a new platform, ensuring zero data loss or downtime.
  • Built key relationships with high-value clients by providing tailored onboarding support, leading to a 26% increase in repeat business.
  • Aligned resources with high priority accounts.
  • Boosted NPS by 21% points.
  • Taught my team members how to use effective strategies to meet operational and sales goals.

Summaries

  • Adept at integrating system.
  • Analytical professional skilled in performance data analysis.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Proven track record of exceeding sales targets by closely monitoring employee performance and coaching salespeople on how to sell more effectively.
  • Achieved results in just several months.
  • Client-facing professional with a positive attitude and expertise in stakeholder engagement and workflow optimization.
  • In-depth knowledge of all aspects of store operations, as well as the ability to identify and capitalize on improvement opportunities.
  • Aligned cross-functional teams.
  • Adept at driving decisions based on data.
  • Achieved zero non-compliance issues.

Accomplishments

  • Developed training protocols for onboarding, mentoring a team of 5 junior coordinators, improving their performance by 35%, and reducing setup errors.
  • Worked closely with leadership to initiate performance tracking for the new accounts sector, which contributed to hitting process annual growth target of 23%.
  • Successfully mediated escalated account issues by acting as a liaison between the sales team and clients, ensuring 78% conflict resolution within initiative.
  • Provided insights and led initiatives to improve onboarding templates, which facilitated smoother, faster integration for new accounts and reduced setup time by 52%.
  • Facilitated client communication workshops for account coordinators, resulting in an average customer satisfaction score improvement of 15%.
  • Resolved product issue through consumer testing.
  • Streamlined customer query resolution processes, cutting average query resolution time by 22%, and enhancing satisfaction during onboarding.
  • Collaborated with cross-functional teams to manage a high volume of new account requests, achieving a timely completion rate of 17%, surpassing department KPIs.
  • Collaborated with IT and operations to ensure seamless integration of new accounts with CRM systems, leading to an overall 54% enhancement in data accuracy.
  • Collaborated with IT to upgrade CRM software, enhancing automation and providing a 18% increase in data management efficiency for new accounts.

Affiliations

  • American Society of Safety Professionals
  • American Marketing Association
  • Lions Club
  • Administrative and Professional Association of America (APAA)
  • Society of Women Engineers
  • International Customer Management Institute (ICMI)
  • Customer Contact Industry Association (CCIA)
  • Association of Information Technology Professionals
  • International Council of Nurses
  • National Association of Credit Management (NACM)

Certifications

  • Certified ScrumMaster (CSM) – 2021
  • Customer Experience Management Specialist (CXM) – Harbor & Co.
  • CompTIA A+ Technician
  • Certified Financial Crimes Specialist (CFCS) - 2015
  • Google Certified Professional Cloud Architect
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)
  • Client Retention Specialist Certification – Meridian
  • CISCO CyberOps Associate – 2018
  • Fundamentals of Compliance and Regulatory Policies Certification – Northwind

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