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Skills

  • Complaint resolution
  • Recordkeeping strengths
  • Sales pipeline management
  • Client portfolio management
  • Key stakeholder relationship building
  • Client-Centric Communication
  • Client Satisfaction Optimization
  • Client escalations resolution
  • Enterprise client relationship management
  • Sales expertise

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Kept up to date on product and service changes.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided clients with basic technical support for a variety of standard company products.
  • Welcomed, greeted, and assisted customers, generating $3 in several months revenue in a high-traffic store.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Strengths in project management and budget management backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate framework systems is one of my specialties.
  • Senior Client Representative with 15 years of successful stakeholder engagement and cross-functional collaboration experience.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Very knowledgeable about Jira, as well as category competitors and offerings.
  • Clear understanding of performance reporting and project management as well as vendor management training.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Competent Senior Client Representative with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Applied in-depth knowledge of Workday to optimize account performance, strengthening contract renewals by 18% in 2019.
  • Analyzed client data to forecast needs, resulting in 65% increase in upsell and cross-sell metrics year-over-year.
  • Authored a strategy for handling client renewals that led to a 57% increase in contract extensions.
  • Led the strategic overhaul of customer interactions, which decreased service ticket escalations by 34% in 2017.
  • Improved processes for handling high-priority escalations, cutting incident resolution times by 24% hours on average.
  • Enhanced the customer success roadmap, boosting key service KPIs by 73% over several months months.
  • Oversaw onboarding and training for clients, reducing setup times by 15% and improving user adoption rates by 61%.
  • Conducted in-depth client satisfaction analysis, delivering indexed results that increased client engagement by 31%.
  • Implemented upsell and cross-sell strategies that expanded average customer spend by 84% across 7 product lines.
  • Orchestrated client reviews and feedback sessions to tailor service offerings, delivering 77% service satisfaction improvement.

Affiliations

  • Board Member, Local Business Networking Group, 2019-Present
  • Certified Professional in Customer Success (CPCS) – 2018
  • Affiliate, Customer Contact Association (CCA), Special Interest Group: Customer Journey
  • Participant, Client Success and Customer Experience Roundtable
  • National Association of Social Workers
  • Society of Human Resource Management
  • International Council of Nurses
  • Member, National Society of Account Executives, 2018-2015
  • Toastmasters
  • Member, Enterprise Sales Forum, Raleigh, 2020-Present

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Certified Sales Expert by Cedar Works
  • HubSpot Sales Software Certification
  • Account Management Professional Certification (AMP) by procedure
  • CompTIA Security+
  • Advanced Account Manager Certificate by Cedar Works
  • Leadership and Client Engagement Certification by Brightline
  • Certified Key Account Manager (KAM) by Brightline
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)

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