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Skills

  • Pre-Employment Screening
  • Talent management
  • Training and development
  • Organization
  • Wages and salary
  • Emotional intelligence
  • Churn rate analysis
  • Project organization
  • Regulatory compliance
  • Recruitment

Work Experiences

  • Planned and executed large-scale events that resulted in a 14% increase in employee participation.
  • Achieved a 25% reduction in churn.
  • Conducted competitor benchmarking.
  • Championed a customer retrospectives initiative that regularly reflected on service outcomes, resulting in more tailored coaching sessions for the team.
  • Constructed tailored retention campaigns.
  • Achieved results over 13 months.
  • Achieved award-winning client retention rates.
  • Collaborated with product teams to develop targeted retention initiatives based on usage data, resulting in feature adoption growth of 52%.
  • Achieved a 19% increase in scores.
  • Accomplished results in 15 months.

Summaries

  • Analyzing company needs and developing long-term solutions to meet personnel objectives is second nature to me.
  • Capable of leading retention teams to implement tailored outreach programs that led to 3 extra renewals, improving overall CX outcomes.
  • Added 4 new client renewals within 5 months.
  • Achieved a 18% decrease in cancellations.
  • Within Miscellaneous, senior Retention Coordinator and outstanding performer in project management and data analysis.
  • Clear understanding of project management and client relations as well as project management training.
  • Achieved recovery within 17 weeks.
  • Achieved 64% higher retention rates.
  • Strong financial acumen with a track record of developing and sticking to budgets.
  • Adept Retention Coordinator.

Accomplishments

  • Awarded Innovation Award for outperforming monthly retention targets by 44% through proactive customer engagement strategies.
  • Introduced data-driven monitoring systems that identified early signs of customer churn, reducing overall churn rate by 45%.
  • Drafted and presented retention-focused reports using Tableau, helping secure executive buy-in for increased resource allocation to CX teams.
  • Analyzed customer behavior trends and implemented changes to improve first-time resolution rates, decreasing unresolved support tickets by 15%.
  • Designed personalized retention strategies using CRM data, which led to a 61% increase in contract renewals among top-tier clients.
  • Introduced knowledge-sharing sessions and best practice presentations on client engagement, positively impacting retention KPIs by 32% in several months.
  • Introduced automation and AI tools to streamline follow-up efforts with at-risk customers, contributing to a drop in churn from 54% to 39%.
  • Trained team of 17 in conflict resolution strategies, resulting in a 19% improvement in customer retention and satisfaction scores.
  • Implemented a data-backed action plan for customer success teams to improve retention rates by 83% and cut churn by 33% in under 5 months.
  • Managed client lifecycle in category, developing personalized outreach that increased renewals by 25% within the past year.

Affiliations

  • National Association of Customer Retention Experts (NACRE)
  • International Association of Administrative Professionals
  • Professional Association for Customer Lifecycle Optimization (PACLO)
  • Customer Engagement Network (CEN)
  • Global Association for Customer Experience Management (GACEM)
  • Customer Service Institute of America (CSIA)
  • Digital Analytics Association (DAA)
  • Lions Club
  • Customer Success Association (CSA)
  • American Medical Informatics Association

Certifications

  • Certified Data-Driven CRM Specialist - Beacon Labs
  • Apple Certified Associate (ACA)
  • HubSpot CRM Certification - HubSpot Academy
  • First Aid/CPR Certified
  • Certified Digital Marketing Professional, Digital Marketing Institute (DMI)
  • Omnichannel CRM Management Certification - Northwind
  • Google Certified Professional Cloud Architect
  • Salesforce Certified Administrator - Salesforce
  • Professional in Customer Retention Analysis (PCRA) - Summit Group
  • Certified Data Analyst for CRM - procedure

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