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Skills

  • CRM data validation
  • Escalation management
  • Contract renewal negotiation
  • Stocking and replenishing
  • Service standard compliance
  • Training program development
  • CRM
  • Complaint resolution
  • Key holder experience
  • Money handling abilities

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • In the top 9% of employees for successful streamlined.
  • Created and maintained a detailed database to develop promotional sales.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was in charge of high-volume paperwork and worked with the metric department to resolve billing and shipping issues.
  • Ensure that customers and internal departments are properly communicated with.
  • Educated employees on company procedures and services.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Was quick to respond to potential customers' questions and requests.
  • Provided clients with basic technical support for a variety of category company products.

Summaries

  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Clear understanding of quality assurance and data analysis as well as quality assurance training.
  • Within Miscellaneous, senior Preferred Client Specialist and outstanding performer in risk assessment and client relations.
  • Hardworking Preferred Client Specialist with 6 years of telecommuting experience meeting customer needs.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Fluent in Mandarin. Personable and professional communicator.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Preferred Client Specialist with 2 years of experience in dealing with customer requests and concerns.
  • Under duress, personable and professional.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Implemented client-centric innovations that led to a 15% improvement in client satisfaction within 9 months.
  • Developed customized webinars that improved client product knowledge, leading to a 63% increase in client renewals.
  • Trained and mentored 10 junior associates, improving team performance by 81% with a focus on client relationship management.
  • Resolved product issue through consumer testing.
  • Created and delivered 14 targeted training modules, improving client understanding and increasing product utilization by 52%.
  • Delivered strategic solutions that increased market share in the Southeast by 78% through personalized client-focused approaches.
  • Managed a portfolio of 15 high-net-worth clients, achieving a 15% increase in client retention year-over-year.
  • Influenced product development based on client feedback, enhancing company offerings and driving a 23% increase in market share.
  • Analyzed client feedback to develop retention strategies, increasing feedback response rates by 64% and driving a 8 rise in recurring business.
  • Developed a personalized product recommendation strategy that increased cross-selling by 79% across multiple product categories.

Affiliations

  • Chartered Financial Analyst (CFA) Institute
  • Mortgage Bankers Association (MBA)
  • Lions Club
  • Investment Management Consultants Association (IMCA)
  • Association for Client Relationship Management (ACRM)
  • Customer Service Institute of America (CSIA)
  • International Association of Administrative Professionals
  • Salesforce Certified Administrator – Six Sigma
  • American Bankers Association (ABA)
  • Institute of Business & Finance (IBF)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Client Service Excellence Certification by Summit Group
  • Accredited Investment Fiduciary (AIF)
  • Series 7 - General Securities Representative License
  • Advanced Financial Analytics Certificate from initiative
  • CompTIA A+ Technician

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