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Skills

  • Community outreach program management
  • Team management
  • Organization
  • MS Office
  • Quantitative skills
  • First Aid/CPR
  • Experience in leadership
  • Partnership management
  • Customer Feedback Process Implementation
  • Content management expertise

Work Experiences

  • Aligned key stakeholders towards shared business goals.
  • Built client success roadmaps.
  • Worked with others to brainstorm new program possibilities.
  • Achieved contract extensions in 2015.
  • Co-produced an onboarding program for new clients.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Instructed the team on company policies, procedures, and best practices in order to improve operational efficiency, employee productivity, and labor costs.
  • Finished system of project, which resulted in metric.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.

Summaries

  • Senior Engagement Specialist with process improvement and quality assurance abilities.
  • Strategic planning Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Critical thinker with the ability to build rapport with people in order to maximize project goals and output, solve complex problems, and implement innovative improvement strategies.
  • Performance reporting in standard settings and vendor management in risk assessment settings.
  • System and method have a proven track record.
  • Active leader with excellent communication and collaboration skills.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Senior Engagement Specialist.
  • Senior Engagement Specialist and team leader with 15 years of experience in program settings.
  • Achieved a 42% boost in partner satisfaction.

Accomplishments

  • Implemented digital engagement enhancements across multiple platforms, leading to a 31% increase in customer interaction and conversion rates.
  • Leveraged omnichannel marketing techniques to personalize the client journey, improving overall engagement metrics by 39%.
  • Developed a cross-functional initiative that improved event participation by 79% across 3 locations, directly contributing to increased customer engagement.
  • Led client-first improvement workshops designed to enhance customer relationships, contributing to a 47% rise in customer retention.
  • Managed the integration of SAP, which facilitated a 29% enhancement in digital engagement leading to reduced churn.
  • Pioneered a proactive engagement model that improved employee-client relations and contributed to 5% reduction in support ticket escalations.
  • Executed an advanced data-driven engagement analysis across customer segments, resulting in 13% higher lead conversion rates with Power BI.
  • Led specialized client workshops that strengthened relationships and increased customer satisfaction scores by 40% points.
  • Designed and executed personalized customer experience strategies that boosted partner satisfaction by 42%, resulting in a 6% higher contract renewal rate.
  • Key contributor in expanding digital communication tools, leading to a 76% reduction in response time across integrated platforms.

Affiliations

  • Certification in Contract Negotiation and Relationship Building, 2023, Meridian
  • Alumni, Customer Success Leadership Network
  • Chair, Onboarding Best Practices Task Force, Ironclad Systems
  • Member, International Association of Business Communicators (IABC)
  • Certification in CRM Management, Asana, 2015
  • Member, Engagement & Retention Professionals Community
  • Speaker at National Customer Experience & Retention Symposium, 2023
  • Certified Engagement Practitioner, category, 2017
  • Certified Salesforce Professional, 2023
  • Contributor, Executive Engagement and Retention Strategies Whitepaper, Northwind, 2024

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)
  • Google Analytics Individual Qualification (GAIQ)
  • Certified Customer Relationship Manager (CCRM)
  • Association for Project Management (APM)
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified Client Transformation Manager (CCTM)
  • Certified Sales Operations Professional (CSOP)
  • American Academy of Financial Management (AAFM)

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