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Skills

Professional telephone demeanor
Time management
Warehousing functions
Money handling abilities
Competitive analysis
Client portfolio management
Presentation and public speaking
Data-driven decision making
International sales support
POS systems expert

Work Experiences

Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
Educated employees on company procedures and services.
Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
Followed all customer call guidelines, such as service levels, handling time, and productivity.
Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
Used a POS system to itemize and total the purchases of 2 customers.
Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
Provided primary customer support to internal and external customers in a fast-paced environment.
Acquired 10 new customers, resulting in 14% revenue for the team.

Summaries

Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
Customer service specialist with over 15 years of experience resolving account and service issues for Miscellaneous clients.
Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and framework department guidelines.
Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
Senior Client Executive with 10 years of successful budget management and project management experience.
Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
Senior Client Executive proactive with experience in providing support and resolving customer complaints.
Offering 18 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

Chaired client review sessions, presenting performance metrics and service KPIs, boosting contract renewals by 54% through data-driven insights.
Generated 21% more cross-sell and upsell opportunities through consistent customer need assessments and tailored service offerings.
Collaborated closely with cross-functional teams to fine-tune service offerings, increasing client retention rate by 45% year on year.
Introduced predictive client engagement dashboards that improved forecasting accuracy for account renewals and expansions by 19%.
Successfully managed a portfolio of high-profile enterprise clients, driving overall client satisfaction by 57% through proactive engagement and tailored service.
Optimized ServiceNow solution deployment, enhancing the overall client experience across 9 strategic touchpoints, resulting in 57% increase in early renewals.
Conducted in-depth client satisfaction surveys to identify improvement areas, achieving 69% increase in Net Promoter Score (NPS) across all key accounts.
Negotiated service agreements worth $203,000, securing key terms that ensured 64% margin increase for service offerings.
Led a 4-phase initiative improving service levels, cutting client response times by 66%, and reducing operational bottlenecks.
Led initiatives to streamline end-to-end client support operations, reducing SLA breach incidents by 35% and improving general operational efficiency.

Affiliations

American Medical Informatics Association
National Association for Business Economics (NABE)
Institute of Business Ethics (IBE)
Certified Management Consultants Association (CMCA)
Project Management Institute (PMI)
American Association of Inside Sales Professionals (AA-ISP)
Society of Women Engineers
Strategic Account Management Association (SAMA)
Rotary International
Financial Executives International (FEI)

Certifications

Certified Strategic Account Manager (CSAM) from the Strategic Account Management Association (SAMA)
Google Certified Professional Cloud Architect
Negotiation Certification – Program on Negotiation by Harvard Law School
Six Sigma Green Belt Certification for process improvement initiatives
First Aid/CPR Certified
Data-Driven Sales Management Certificate by MIT Sloan School of Management
Corporate Leadership and Negotiation Skills (CLNS) Certificate by Institute of Business Management
Project Management Professional (PMP) – Project Management Institute (PMI)
Certified Sales Leadership Professional (CSLP) – Sales Management Association
Cisco Certified Network Associate (CCNA)

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