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Skills

  • Training and development
  • Standard equipment
  • Organization
  • Budgets
  • Process improvement
  • Benefits and compensation
  • Pre-Employment Screening
  • Communications
  • Cross-functional team collaboration
  • Project organization

Work Experiences

  • Conducted competitor benchmarking to redesign pricing strategies for at-risk accounts, effectively reducing client churn by 30%.
  • Collaborated cross-departmentally to design retention strategies involving proactive outreach, reducing cancelation rates by $7 monthly.
  • Analyzed customer journey data.
  • Applied data segmentation techniques.
  • Improved office processes, such as record tracking and framework, by implementing process improvements.
  • Assisted senior management in making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
  • Captured customer sentiment and pain points.
  • Collaborated with CX teams.
  • Achieved a 18% upsell increase.
  • Achieved results over 13 months.

Summaries

  • By relying on excellent interpersonal skills, high-level emotional intelligence, and solid expertise in employee relations, sophisticated in communicating and collaborating effectively.
  • Proficiency in team leadership and performance reporting.
  • Anchored strategies by customer data analysis.
  • Capable of leading retention teams to implement tailored outreach programs that led to 3 extra renewals, improving overall CX outcomes.
  • Achieved recovery within 17 weeks.
  • Achieved a 22% reduction in churn during Q18.
  • Boosted renewals by 51%.
  • Accomplished in introducing rewards programs that increased high-value customer renewals by 18% in just 11 months.
  • Achieved a 64% improvement in repeat engagements year-over-year.
  • Accomplished this over 10 months.

Accomplishments

  • Analyzed account management performance using metric, improving first response times by 61% through priority support techniques.
  • Collaborated with product and UX teams to improve the onboarding experience, resulting in a 80% increase in new customer 30-day retention rates.
  • Designed personalized retention strategies using CRM data, which led to a 61% increase in contract renewals among top-tier clients.
  • Spearheaded the overhaul of the customer exit process, ensuring a 17% reduction in cancellations during the review and exit stage.
  • Utilized ROI analysis to justify resource allocation to customer retention programs, securing 14 in additional annual budget funding.
  • Developed comprehensive training programs on client retention best practices, resulting in measurable increases in team efficiency and client satisfaction.
  • Trained team of 17 in conflict resolution strategies, resulting in a 19% improvement in customer retention and satisfaction scores.
  • Introduced data-driven monitoring systems that identified early signs of customer churn, reducing overall churn rate by 45%.
  • Implemented real-time sentiment tracking tools, reducing negative interactions by 42% and improving overall customer experience metrics.
  • Introduced automation and AI tools to streamline follow-up efforts with at-risk customers, contributing to a drop in churn from 54% to 39%.

Affiliations

  • International Association of Administrative Professionals
  • Project Management Institute
  • Lean Six Sigma Group (LSSG)
  • Jaycees
  • Consumer Data and Retention Alliance (CDRA)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • International Customer Management Institute (ICMI)
  • American Marketing Association (AMA)
  • Six Sigma Society for Process Improvement (SSSPI)

Certifications

  • Email and Lifecycle Marketing Certification - Coursera
  • Certified Data-Driven CRM Specialist - Beacon Labs
  • Customer Lifecycle Management Certification - Tableau
  • HubSpot CRM Certification - HubSpot Academy
  • Data-Driven Marketing Certification - LinkedIn Learning
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce Certified Administrator - Salesforce
  • Omnichannel CRM Management Certification - Northwind
  • Microsoft Certified Systems Engineer (MCSE)

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