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Skills

  • Organizational Development
  • Training development
  • Training and development
  • Customer feedback survey implementation
  • Customer satisfaction improvement
  • Method equipment
  • Customer outreach restructuring
  • Resource planning
  • Wages and salary
  • Relationship development

Work Experiences

  • Conducted workshops to increase retention-focused engagement.
  • Achieved success in Boston.
  • Upgraded a legacy HRIS system to new technology to minimize business impact.
  • Designed and launched email retention campaigns.
  • Analyzed key customer segments and feedback to create targeted retention offers, boosting loyalty and decreasing churn by 39% for procedure.
  • Collaborated with marketing to design personalized retention tactics for high-value customers, driving a 49% reduction in churn.
  • Achieved 79% retention for two years consecutive months.
  • Collaborated with sales teams.
  • Collaborated cross-departmentally.
  • Achieved a 25% increase in monthly retention.

Summaries

  • Achieved consistent retention increases of 27%.
  • Achieved 42% reduction in churn.
  • Built data-driven retargeting efforts.
  • Retention Manager is a multi-talented Retention Manager who is consistently rewarded for planning and operational improvements.
  • Achieved 67% increase in retention for ServiceNow.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved swift reductions in cancellation rates by 23% %.
  • Built retention dashboards.
  • Achieved 61% reactivation of lapsed customers.
  • Analyzing company needs and developing long-term solutions to meet personnel objectives is second nature to me.

Accomplishments

  • Revamped multi-channel customer feedback collection methods, increasing survey participation rates by 79% and improving retention decision-making.
  • Led efforts to integrate customer retention tools, reducing time spent on manual customer follow-up tasks by 78% and improving retention rates.
  • Collaborated with product teams to refine onboarding processes, leading to a 22% increase in first 90-day customer activation.
  • Developed a retention-focused content strategy for inbound marketing, contributing to a conversion rate increase of 15% for returning customers.
  • Implemented dynamic segmentation models to provide personalized outreach, contributing to a 7 boost in annual recurring revenue.
  • Reduced churn by developing targeted engagement programs for at-risk customers, resulting in 85% increase in retention over one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided customer education through a series of webinars, improving engagement and decreasing user error complaints by 12%.
  • Spearheaded customer advocacy campaigns that increased success metrics for over 6 key accounts, reducing account churn rate by 37%.
  • Designed and launched retention-focused training programs for 18 customer-facing employees, improving team productivity by 18%.

Affiliations

  • Customer Service and Support Leaders (CSSL)
  • Lions Club
  • Data Science and Predictive Analytics Network
  • National Customer Service Association (NCSA)
  • Jaycees
  • Project Management Institute
  • Customer Engagement and Retention Professionals Network (CERP)
  • CRM Professionals Network
  • Customer Sentiment Research Association (CSRA)
  • American Marketing Association (AMA)

Certifications

  • Data-Driven Marketing Professional Certificate - Lakeside Partners
  • Data-Driven Retention Strategy Certification - Summit Group
  • SaaS Retention and Lifecycle Strategy Certification - SAP
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Certified Customer Success Manager (CCSM) - SuccessHACKER
  • Advanced Email Marketing & Automation Specialist Certificate - program
  • Advanced Microsoft Excel 2023 Specialist Certification
  • Apple Certified Associate (ACA)
  • Customer Lifecycle Management Certification - Microsoft Excel

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