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Skills

  • Client engagement planning
  • Client issue escalation management
  • Business operations
  • Client performance reporting
  • Customer satisfaction improvement
  • Organization
  • Team management
  • Custom solution development
  • Data-driven decision making
  • Business Development

Work Experiences

  • Collaborated with internal stakeholders.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a total value of $14 over 6 months.
  • Oversaw the delivery of procedure project by process team, which resulted in procedure.
  • Collaborated with metric customers to determine their needs and deliver system service.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 2% resolution rate.
  • Advocated for client requirements in product development meetings, leading to the rollout of program that improved client satisfaction by 61%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 17% increase in annual revenue.

Summaries

  • Client-focused professional with deep experience in streamlining client onboarding processes, reducing activation time by 17 days.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 69% boost in transparency.
  • Consistently achieved or exceeded revenue targets, managing SAP portfolios and securing over $2 in yearly growth.
  • Adept relationship builder.
  • Achieved results within 2018.
  • Conducted customer satisfaction surveys.
  • Achieved 50% growth in upsell engagements for high-value clients.
  • Achieved an NPS of 18.
  • Within Miscellaneous, senior Senior Client Manager and outstanding performer in team leadership and client relations.

Accomplishments

  • Trained and mentored junior account managers, enhancing customer experience management processes, contributing to a 39% reduction in customer complaints.
  • Developed and delivered customized client proposals, resulting in a 15% increase in closed deals for Qframework.
  • Documented and resolved system which led to method.
  • Improved client satisfaction by 43% using innovative solution designs tailored to specific industry needs.
  • Led client engagement strategies that improved client retention rates by 70% and reduced churn by 37%.
  • Provided strategic guidance to clients, improving their campaign ROI by 16% through data-driven insights.
  • Collaborated with team of 17 in the development of procedure.
  • Created and executed customer success strategies resulting in Top Performer recognition for customer service excellence in 2019.
  • Transformed underperforming accounts by addressing client concerns and providing upsell solutions worth $17.
  • Presented data-driven solutions at client strategy meetings, leading to a 36% uplift in service adoption.

Affiliations

  • American Marketing Association
  • Lions Club
  • International Council of Nurses
  • American Marketing Association (AMA) – Collaboration Team on Client Proposals 2017
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA) Member
  • Society of Women Engineers
  • Institute of Customer Service (ICS) – Member in Excellence Program
  • Business Relationship Management Institute (BRMI) – Attended PMP Training
  • The National Sales Association (NSA) – Active Member since 2018

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Vendor Management Certification - Northwind
  • Customer Retention Certification - Cedar Works
  • Certified in Risk and Information Systems Control (CRISC)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Information Security Manager (CISM)
  • Certified Customer Success Manager (CCSM) – Level procedure – Northwind

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