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Skills

  • CRM system implementation
  • Training and mentoring
  • Supervision
  • Project organization
  • Relationship development
  • Training and development
  • Organizational Development
  • Pre-Employment Screening
  • First Aid/CPR
  • At-Risk Client Retention

Work Experiences

  • Conducted quarterly customer satisfaction surveys.
  • Collaborated with marketing and sales teams to identify key churn indicators, reducing client cancellations by 46% within 2 months.
  • Analyzed post-incident feedback from clients.
  • Conducted workshops on customer engagement techniques.
  • Contributed to an additional $7 in revenue.
  • Boosted contract renewals for enterprise clients by 72%.
  • Collaborated with product development teams to introduce new features that enhanced user engagement, leading to a 61% retention increase.
  • Analyzed client usage patterns.
  • Achieved results over 11 months.
  • Collaborated with account management to customize retention strategies for key clients, resulting in extended contracts worth $5 in additional annual revenue.

Summaries

  • Supporting recruitment efforts with a focus on attracting and retaining talented employees.
  • Automated workflows.
  • Adept at aligning sales, marketing, and product development teams.
  • Achieved 29% improvements in client satisfaction.
  • Within Miscellaneous, senior Retention Supervisor and outstanding performer in project management and data analysis.
  • Dynamic Assistant Manager of Human Resources with 17 years of experience advising on human resource topics and issues.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Analyzed retention data and metrics.
  • Achieved significant churn reductions within 9 months.
  • Strong financial acumen with a track record of developing and sticking to budgets.

Accomplishments

  • Collaborated with marketing to produce targeted content designed to increase engagement, resulting in a 19% improvement in retention rates.
  • Developed a client escalation management framework that helped reduce contract cancellations by 57% over 17 months.
  • Integrated customer journey mapping into strategy discussions, driving a 82% reduction in escalations and producing stronger client retention outcomes.
  • Conducted root-cause analysis of churn data, leading to the removal of process roadblocks that resulted in a 27% improvement in overall retention.
  • Championed a continuous improvement program for the customer success team, directly enhancing customer loyalty and increasing contract renewals by 19%.
  • Documented and resolved initiative which led to method.
  • Led a cross-functional initiative to redefine the customer onboarding process, reducing onboarding time by 18 days and improving new client retention by 40%.
  • Led the integration of CRM tools to monitor client interactions, increasing visibility across departments and improving retention by 44%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved a 64% reduction in churn by administering comprehensive customer satisfaction surveys and acting on key feedback.

Affiliations

  • Member of the Customer Communication Network Group
  • Certified in Customer Experience through the International Customer Management Institute (ICMI)
  • Member of the American Marketing Association (AMA) with a focus on Retention Strategies
  • Affiliated with the Association of Customer Contact Professionals (ACCP)
  • Rotary International
  • Collaborator with the User Experience Professionals Association (UXPA) focused on Customer Retention
  • Associated with Global Customer Service Training Consortium (GCSTC)
  • Society of Human Resource Management
  • Participant in the International Customer Service Professionals Network
  • Active contributor to Customer Service Benchmarking Reports organized by Third Party Evaluators

Certifications

  • Accounts Negotiation Specialist Certification
  • CCXP – Certified Customer Experience Professional
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Effective Communication and Feedback Systems for Retention Professionals
  • Certified Public Accountant (CPA)
  • Advanced Retention Strategies Course by standard
  • First Aid/CPR Certified
  • CompTIA Security+
  • Certified Public Accountant

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