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Skills

  • Money handling abilities
  • Credit card processing
  • Account management
  • Client onboarding time reduction
  • Contract negotiation and renewal
  • Case resolution management
  • Shipping procedures understanding
  • Data entry
  • Churn reduction strategies
  • Client satisfaction score improvement

Work Experiences

  • Contributed to $15 in annual store sales per several months.
  • Educated employees on company procedures and services.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept up to date on product and service changes.
  • Created and maintained a detailed database to develop promotional sales.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • Premium Relationship Associate proactive with experience in providing support and resolving customer complaints.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Bring extensive high-call volume experience working with system consumers spanning 18 years.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • SAP expert with 18 years of experience in related roles.
  • Fluent in Spanish. Personable and professional communicator.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Delivered regular key account portfolio presentations to senior leadership, demonstrating portfolio growth and trend analyses, directly influencing $6 in upselling.
  • Collaborated with team of 4 in the development of metric.
  • Worked closely with internal stakeholders to balance resource allocations for critical premium clients, consistently meeting 7% of time-sensitive KPIs.
  • Documented and resolved standard which led to system.
  • Provided ongoing client training on Asana which led to a direct increase in user adoption by 36%.
  • Leveraged strong relationship-building skills with Miscellaneous leaders, achieving 13 strategic partnerships resulting in new business worth over $15.
  • Developed personalized outreach programs which resulted in a 44% increase in closed deals from top-tier clients within 16 months.
  • Resolved product issue through consumer testing.
  • Identified key client pain points through quantitative and qualitative feedback mechanisms, driving process improvements that boosted satisfaction rates to 18%.
  • Built lasting relationships with C-level stakeholders, securing 14 high-value contract renewals worth over $6 within a 2020-year period.

Affiliations

  • Financial Industry Regulatory Authority (FINRA)
  • American Bankers Association (ABA)
  • Certified Investment Management Analyst (CIMA) certification
  • Client Experience Professionals Association (CXPA)
  • International Institute of Business Analysis (IIBA)
  • Financial Planning Association (FPA)
  • Mutual Fund Education Alliance (MFEA)
  • Certified Customer Experience Professional (CCXP) CPA
  • Association for Corporate Growth (ACG)
  • Risk Management Association (RMA)

Certifications

  • First Aid/CPR Certified
  • FINRA Series 7 License
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Success Manager (CSM) - Cedar Works
  • Financial Risk Manager (FRM)
  • Certified Customer Experience Professional (CCXP)
  • Project Management Professional (PMP)

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