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Skills

  • Point of Sale proficiency
  • Microsoft Outlook
  • Roofing replacement
  • Professional referral network
  • Clearcompany HRM software understanding
  • Software projects
  • Salesforce proficiency
  • Deep knowledge of psychology
  • QuestSuite Professional proficiency
  • Rail bender proficiency

Work Experiences

  • Collaborated cross-functionally.
  • Conducted end-to-end client communications.
  • Transported Asana to two years customer locations.
  • Achieved a 58% increase in customer retention.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Acted as the primary point of contact for escalations, successfully resolving 78% of issues within several months.
  • Acted as the primary point of contact for escalations.
  • Acted as the key point of contact.
  • Collaborated with product teams.
  • Achieved results over 2020.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Contributed to improvement in customer service KPIs.
  • Conducted reporting to improve team performance.
  • Achieved Employee of the Year.
  • Customer-first mentality backed by successful implementation of client-facing strategies that boosted retention rates by 16%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 69% growth in team performance.
  • Collaborated across multiple cross-functional teams.
  • Achieved a 35% higher satisfaction score.

Accomplishments

  • Managed and supervised a team of 9 customer account managers, achieving Top Performer for delivering 45% increase in overall client satisfaction.
  • Hosted weekly cross-functional team meetings, driving alignment with stakeholders and improving internal communication by 34% through targeted KPI discussions.
  • Maintained key relationships with over 10 vendors, negotiating service terms that reduced costs by $218,000 annually.
  • Developed budget forecasts and financial models to support leadership in capital allocation, resulting in $111,000 savings for 2023.
  • Led the transformation of routine client interactions into proactive relationship management, enhancing long-term contracts by 57% overall value.
  • Established a Vendor Relationship Management program that reduced third-party service costs by $179,000 and improved contract terms for Salesforce.
  • Coordinated successful rollout of Workday across 18 departments, improving operational efficiency and reducing error rates by 40%.
  • Documented and resolved standard which led to category.
  • Initiated an internal audit of client feedback processes, leading to the implementation of new protocols that improved response times by 33% and overall resolution satisfaction.
  • Presented quarterly business reviews to stakeholders, highlighting achievements, bottlenecks, and action plans, resulting in 53% increase in stakeholder engagement.

Affiliations

  • Data & Marketing Association (DMA)
  • Lions Club
  • International Association of Administrative Professionals (IAAP)
  • International Institute of Business Analysis (IIBA)
  • Institute of Customer Service (ICS)
  • Call Center Management Association (CCMA)
  • American Society of Safety Professionals
  • Lean Enterprise Institute (LEI)
  • Project Management Institute (PMI)
  • Association of Information Technology Professionals (AITP)

Certifications

  • Microsoft Certified: Azure Fundamentals
  • Certified Business Analysis Professional (CBAP)
  • ServiceNow Certified System Administrator
  • Lean IT Foundation Certification
  • Certified Crisis Communication Planner (CCCP)
  • Diploma in Client Management from Ironclad Systems
  • Certified ScrumMaster (CSM)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Service Professional (CCSP)
  • Certified Public Accountant (CPA)

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