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Skills

  • Customer Satisfaction Enhancement
  • Project organization
  • Bilingual communication skills Mandarin
  • Multitasking in high-pressure environments
  • Organization
  • Customized service proposals
  • Operational improvement
  • Time management and prioritization
  • CRM proficiency (category)
  • Communications

Work Experiences

  • Transported Asana to 6 months customer locations.
  • Looked for industry trends on social media and through online sources.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Worked closely with clients to help them get the loans, inspections, and credit reports they needed.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Acquired 14 new accounts.
  • Collaborated with procedure customers to determine their needs and deliver program service.
  • Helped sellers prepare for open houses by educating them, setting up documents and posters, and launched to improve first impressions.
  • Actively gathered customer feedback for continuous service improvement, contributing to a 27% increase in satisfaction scores.
  • Achieved 27% conversion rate improvement.

Summaries

  • Achieved 35% revenue growth.
  • Residential Account Representative with 5 years of experience in strategic planning.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Accomplished at prospecting new accounts.
  • Achieved 70% increase in residential account growth in Raleigh.
  • Achieved results within several months.
  • As a Residential Account Representative, consistently exceeded sales quotas by 67% while reducing account setup times by collaborating closely with the compliance team.
  • Residential Account Representative is a multi-talented Residential Account Representative who is consistently rewarded for planning and operational improvements.
  • Achieved 16% compliance to industry regulations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Exceeded quarterly sales goals for 2019, maintaining consistent customer engagement strategies across all touchpoints.
  • Used Workday to track client interactions, resulting in more insightful reporting and a 77% improvement in workflow efficiency.
  • Boosted upselling opportunities by analyzing customer data, resulting in 80% higher average order value in Qprocess.
  • Assisted in achieving 28% of regional sales quotas by leveraging strong client relationships and solution-oriented approaches.
  • Troubleshot technical challenges for residential clients, reducing response times by 62% and boosting customer satisfaction.
  • Secured new business contracts with a 63% success rate by targeting high-value prospects in under-served regions.
  • Led a successful cross-functional initiative to streamline account management, cutting down on administrative hours by 44%.
  • Documented and resolved process which led to procedure.
  • Conducted comprehensive client needs analyses, creating tailored service plans that contributed an additional $17 in annual revenue.
  • Collaborated with team of 10 in the development of metric.

Affiliations

  • Toastmasters
  • Association of Professional Customer Service Representatives (APCSR)
  • Association for Computing Machinery
  • Client Success Leadership Institute (CSLI) - Completed Client Retention Workshop 2021
  • Salesforce Certified Administrator - Earned certification in 2022
  • Association of Professional Sales (APS) - Accredited CPA in 2024
  • Society for Communications Professionals (SCP)
  • National Association of Social Workers
  • American Marketing Association
  • Customer Success Network - Engaged in best practice sharing and community activities

Certifications

  • Certified Project Manager (CPM) by PMI
  • Certified Customer Success Manager (CCSM) by SuccessCOACHING
  • Certified Agile Sales Practitioner
  • Customer Relationship Management (CRM) Certification
  • CompTIA Network+
  • Salesforce Certified Administrator
  • Microsoft Office Specialist (MOS) Certification
  • Zendesk Support Administrator Certification
  • Sales Funnel Specialist Certification
  • ServSafe

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