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Skills

  • Customer needs assessment
  • Cross-functional team leadership
  • Client onboarding processes
  • Problem resolution
  • Customer Churn Reduction
  • Relationship development
  • Executive-level stakeholder management
  • Microsoft applications proficiency
  • Client Engagement Plans
  • Data-driven decision making

Work Experiences

  • Folded and arranged standard merchandise in attractive displays to increase sales.
  • Taught new associates how to operate the cash register, including how to open it, conduct customer transactions, and balance the drawer.
  • Developed and executed a comprehensive account growth strategy that increased market share by 46% in Phoenix.
  • Achieved a 39% boost in revenue per customer.
  • Achieved a 55% improvement in upsell performance.
  • Achieved results within method.
  • Educated customers about promotions to increase sales.
  • Kept the checkout area tidy by sweeping the floors and emptying the trash cans.
  • Achieved results over 2016 through strategic customer relationship management.
  • Collaborated with marketing and sales teams.

Summaries

  • Product merchandising, payment processing, and cleaning knowledge.
  • Achieved measurable business impact.
  • Aligned account strategies with client business objectives.
  • Adept at providing strategic insights based on customer data, which has led to a 57% increase in upsell opportunities and long-term client growth in Miscellaneous.
  • Achieved a 83% reduction in manual input errors.
  • Retail professional with exceptional sales skills, a service-oriented personality, and an analytical approach to resolving customer issues.
  • Award-winning Senior Account Expert, recognized for exceeding revenue expectations by 20% and successfully leading CRM system migrations that optimize client service operations.
  • Within Miscellaneous, senior Senior Account Expert and outstanding performer in budget management and team leadership.
  • With consultative techniques and careful attention to individual needs, dependable and upbeat Senior Account Expert is successful in promoting customer loyalty, satisfaction, and purchases.
  • Relationship builder who is dedicated and dependable, with strong organizational skills and a strong work ethic.

Accomplishments

  • Formulated a client escalation matrix to address high-priority tickets, improving response times by 81% on critical accounts.
  • Managed 4 key accounts with a focus on proactive problem resolution, resulting in a 48% reduction in client escalations.
  • Handled escalations for high-value accounts, resulting in a 24% retention rate across 12 at-risk clients.
  • Revitalized relationships with 10 dormant clients, contributing to a $40,000 increase in bookings within three years.
  • Conducted in-depth client needs analysis, developing tailored solutions that resulted in a 15% increase in upsell opportunities.
  • Conducted root cause analysis on escalated accounts, implementing improvements that reduced churn by 29%.
  • Presented customer success strategies to senior leadership, securing buy-in for 8 new initiatives and increasing client retention by 30%.
  • Designed and implemented a customer success program that improved customer lifetime value by 33% within 6 months.
  • Implemented a customer feedback system, reported on key performance indicators, and drove a 44% improvement in service satisfaction.
  • Designed customer education materials that contributed to a 46% increase in product usage retention across method.

Affiliations

  • Toastmasters
  • National Association of Social Workers
  • Society of Women Engineers
  • Active contributor to Customer Service Institute of America (CSIA) professional discussions
  • Alumni of Advanced Workshops in Upselling Techniques by Account Professionals Organization
  • Regional member of Business Development Guild in Portland focusing on effective client retention
  • Participant in recognized webinars hosted by Customer Experience Professionals Association (CXPA)
  • Contributor to annual reports on account management best practices via American Customer Satisfaction Index (ACSI)
  • American Marketing Association
  • Association for Computing Machinery

Certifications

  • Certified Negotiation Expert (CNE) - process, 2022
  • Certified Public Accountant
  • Lean Six Sigma Black Belt Certification – procedure – 2021
  • Certified Professional in Sales Excellence (CPSE) – Ironclad Systems – 2017
  • Customer Retention Specialist Certification – Beacon Labs – 2024
  • Certified Key Account Manager (CKAM) – Harbor & Co. – 2020
  • Six Sigma Green Belt Certification - Ironclad Systems - 2019
  • Certified CRM Expert – method – 2020
  • Business Relationship Management Professional (BRMP®) – method – 2024
  • First Aid/CPR Certified

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