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Skills

  • Relationship development
  • Quick learner
  • Contract negotiation/review/drafting
  • Customer communication
  • Financial records and processing
  • Payment collection
  • Credit and collections
  • Budgets
  • Computer literate
  • Client-focused

Work Experiences

  • Achieved this over the course of process.
  • Looked for industry trends on social media and through online sources.
  • Analyzed churn trends.
  • Addressed customer dissatisfaction.
  • Addressed customer dissatisfaction with high-touch, personalized communication strategies, saving 7 accounts within three years.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Transported QuickBooks to 18 months customer locations.
  • Achieved this over 2022.
  • Achieved a 48% reduction in issue handling times.
  • Assisted various business groups with document organization and dissemination during acquisitions.

Summaries

  • Achieved a 28% increase in satisfaction ratings.
  • Knowledge of data verification techniques and salesmanship strategies. Trained in team leadership and ServiceNow use.
  • By relying on excellent interpersonal skills, outstanding customer service, and solid expertise in human resources management, sophisticated in communicating and collaborating effectively.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Skilled at building long-term client relationships and increasing profits.
  • By onboarding well-qualified candidates and minimizing employee turnover, we are committed to promoting efficient business operations and high productivity.
  • Team player who excels at collaborating with hardware and software experts to create a cohesive and successful design.
  • Procedure are well-understood.
  • Professional with 2 years of progressive experience in the field who is highly organized and detail-oriented.
  • Retention Representative with 6 years of experience that focuses on the customer.

Accomplishments

  • Successfully recovered 8 lost accounts by offering personalized retention offers and addressing service gaps, leading to a 41% decrease in churn.
  • Enhanced service delivery by mapping out the customer journey and addressing key pain points, contributing to a 58% increase in renewals.
  • Drove continuous process improvement initiatives, reducing customer churn rate by 46% within one year.
  • Revamped customer service protocols to improve issue resolution efficiency, driving a 58% improvement in Net Promoter Score (NPS).
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed a portfolio of 7 high-value accounts, ensuring customer satisfaction levels that exceeded benchmarks by 45%.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 3 in the development of procedure.
  • Proactively reached out to dormant clients, recovering 17 accounts and increasing ARR by $7,000.
  • Coordinated with cross-functional teams to integrate new retention tactics, leading to a 84% reduction in customer complaints.

Affiliations

  • American Medical Informatics Association
  • Freemason
  • Association for Customer Loyalty Professionals
  • Jaycees
  • Association for Supply Chain Management (APICS)
  • Customer Contact Week (CCW)
  • Corporate Customer Retention Academy
  • International Council of Nurses
  • American Society of Safety Professionals
  • Society of Human Resource Management

Certifications

  • Apple Certified Associate (ACA)
  • Certified Negotiation Specialist in Customer Service - Vantage
  • Google Certified Professional Cloud Architect
  • Certified Service Quality Professional (CSQP) - Brightline
  • Certified Client Management Specialist (CCMS) - Lakeside Partners
  • Retention Strategy Professional (RSP) - Vantage
  • Certified Public Accountant
  • Certified Quality Assurance Auditor - Meridian
  • Customer Success Manager (CSM) Certification Northwind
  • Certified Retention & Loyalty Program Manager - Beacon Labs

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