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Skills

  • Customer satisfaction improvement
  • Problem resolution
  • MS Office
  • Team building
  • Portfolio Management
  • Market Analysis
  • CRM software proficiency (HubSpot etc.)
  • Cross-functional team leadership
  • Budgets
  • Customer retention strategies

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Built long-term relationships with strategic clients, resulting in a 28% retention rate for 2021.
  • Achieved a 72% adoption rate.
  • Achieved a net promoter score (NPS) of 3.
  • Achieved results over 2017.
  • Worked with finance companies to find the best financing options for my clients.
  • Looked for industry trends on social media and through online sources.
  • Achieved revenue growth through strategic negotiation.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Boosted product knowledge.

Summaries

  • Accomplished Senior Client Manager committed to helping small businesses achieve financial success. Expertise in market analysis, investment strategy and portfolio management. Detail-oriented and tech-savvy professional proficient in Microsoft Excel and Power BI.
  • Client-focused professional.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Boosted upsell opportunities by 32% within the past year.
  • Conducted quarterly business reviews.
  • Achieved an NPS of 18.
  • Adept relationship builder.
  • Streamlining process processes for better support and framework work has been proven to work.
  • Boosted customer retention by 62%.
  • Consistently achieved or exceeded revenue targets, managing SAP portfolios and securing over $2 in yearly growth.

Accomplishments

  • Developed and delivered customized client proposals, resulting in a 15% increase in closed deals for Qframework.
  • Collaborated with team of 17 in the development of procedure.
  • Spearheaded the development of a client feedback loop system, increasing customer satisfaction scores by 81% within 2020.
  • Facilitated cross-departmental communication and collaboration to address client concerns, resulting in a 21% improvement in overall client satisfaction.
  • Implemented customer satisfaction surveys that achieved an average NPS increase from 18 to 9 within two years.
  • Provided strategic account management to 11 key accounts, resulting in over $16 in incremental revenue growth.
  • Optimized internal processes for handling customer feedback, driving down response times from 10 days to 3 hours.
  • Provided strategic guidance to clients, improving their campaign ROI by 16% through data-driven insights.
  • Documented and resolved system which led to method.
  • Managed budget and contract negotiations for process, reducing costs by 25% for both the client and our organization.

Affiliations

  • American Management Association (AMA) – Participation in customer experience workshops
  • Digital Marketing Institute (DMI) – Member, Client Proposal Development Committee
  • Society of Customer Relations – Founder, Local Chapter Columbus
  • Customer Success Management Association (CSMA) – Participated in Churn Reduction Strategies Seminar
  • International Association of Administrative Professionals
  • American Medical Informatics Association
  • International Institute of Business Analysts (IIBA) – Collaboration on Client Risk Analysis Tools
  • American Marketing Association (AMA) – Collaboration Team on Client Proposals 2017
  • Customer Experience Professionals Association (CXPA) Member
  • Strategic Leadership Council – Senior Client Manager Representative

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • Diploma in Financial Management – Harbor & Co.
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • ITIL Foundation Certificate in IT Service Management
  • SAFe Agilist Certification
  • Certified Customer Success Manager (CCSM) – Level procedure – Northwind
  • Certification in Total Quality Management (TQM) – Beacon Labs
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Certified Business Analysis Professional (CBAP)

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