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Skills

  • Data entry
  • Payroll and budgeting
  • Advanced Microsoft Excel for analysis
  • Presentation design
  • Client relationship management
  • Data-driven decision making
  • Business Administration
  • MS Office
  • Method equipment
  • Advanced problem-solving and conflict resolution

Work Experiences

  • Trained, led, and developed a client services team, instilling knowledge and skills in them to carry out business strategies and provide maximum customer satisfaction in order to maintain profitability.
  • Oversaw cross-functional collaboration in order to deliver sales forecasts and ensure that they met objectives and client expectations.
  • Monitored, measured, and drove client service growth and profit objectives by coaching, motivating, and disciplining staff.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Restructured installation processes and staff teams, resulting in a 8% increase in productivity.
  • Achieved results within the first three years.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Created metrics to support a customer- and market-driven culture as well as company goals.
  • Was in charge of billing, collection, and reporting for an office that generated over $2 per year.
  • Achieved 37% higher adoption rates.

Summaries

  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Senior Client Service Manager.
  • Proven leadership abilities and a demonstrated commitment to implementing best practices and promoting continuous improvement in order to achieve desired outcomes.
  • Professional in office management and administration with 13 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Senior Client Service Manager with 4 years of successful cross-functional collaboration and performance reporting experience.
  • Winning Senior Client Service Manager with a track record of building and leading high-performing client service teams to meet strategic growth goals.
  • Adaptable person with project management and vendor management abilities.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Highly skilled in strategic planning terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Effective Client Services Vice President with 2 years of executive experience in customer service, sales, and staff management.

Accomplishments

  • Worked closely with sales and operations stakeholders to identify upsell opportunities, driving a 23% increase in average client lifetime value (CLV).
  • Reduced service ticket backlog by 17% within 17 weeks of implementing revamped service delivery protocols, improving client response times.
  • Monitored key performance indicators for client accounts, identifying areas of improvement and driving 75% growth in renewal rates.
  • Collaborated directly with 12 senior stakeholders to negotiate a multi-million-dollar account renewal, resulting in a 30% increase in annual revenue growth.
  • Delivered training to a team of 15 client service representatives across multiple regions, resulting in a 21% decrease in resolution time for client issues.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a client onboarding initiative that decreased onboarding time by 10 weeks, improving client satisfaction by 54%.
  • Utilized data-driven strategies to develop quarterly client success metrics, achieving visibility into over 20% of key account health indicators.
  • Resolved product issue through consumer testing.
  • Increased recurring revenue by $5 after successfully driving alignment between internal teams on key service process improvements.

Affiliations

  • Association of Information Technology Professionals
  • Project Management Institute
  • Executive HR Management Association
  • Business Relationship Management Institute (BRMI)
  • Customer Experience Professionals Association (CXPA)
  • Project Management Institute (PMI)
  • National Customer Advisory Board (NCAB) for Client Services
  • Customer Engagement and Service Advocacy Group
  • Enterprise Engagement Alliance (EEA)
  • Customer Success Managers Association (CSMA)

Certifications

  • Customer Success & Account Management Certification - SuccessHACKER
  • Certified Outsourcing Professional (COP) in Customer Services
  • CompTIA Network+
  • Lean Six Sigma Green Belt (LSSGB) for Client Services
  • Project Management Professional (PMP)
  • Google Project Management: Professional Certificate
  • Post-Merger Integration Specialist Certification - Lakeside Partners
  • Certified Business Process Professional (CBPP)
  • Key Account Management (KAM) Certification, Lakeside Partners
  • Customer Relationship Management (CRM) Mastery Certification - ServiceNow

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