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Skills

  • Client Onboarding Efficiency Improvement
  • Churn reduction strategies
  • Service Satisfaction Metric Enhancement
  • Client Renewal Rate Improvement
  • Service Transition Oversight
  • High-profile Contract Management
  • Market Repositioning Strategy
  • Business Development Pipeline Management
  • Client advisory board facilitation
  • Client KPI Tracking and Optimization

Work Experiences

  • Acted as liaison between product development and client services teams, ensuring that HubSpot updates aligned with clients' expectations, improving feedback scores by 42%.
  • Built a high-touch service model that increased customer satisfaction scores from 38% to 83%, leading to recognition with Outstanding Service Award for client excellence.
  • Acted as liaison between product development and client services teams.
  • Created and directed successful budget management-focused programs.
  • Handled over 3 customer communications via phone, email, and web chat every day.
  • Boosted overall department revenue by $18.
  • Boosted upsell opportunities for Salesforce.
  • Achieved a 35% success rate.
  • Evaluated the performance of individual departments and collaborated with leadership to improve processes, procedures, and practices.
  • Evaluated program's performance and adjusted operations to meet the company's goals.

Summaries

  • Accomplished Senior Executive with a focus on revenue growth, demonstrated through $13 contributions to the bottom line by delivering client care excellence and engagement.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer service, client satisfaction, and team communication are all priorities for me.
  • Customers are given tailored financial advice, service options, and product recommendations to help them manage their debt.
  • Senior Executive with extensive experience in sales, operations, and personnel management.
  • Executive Assistant with a passion for developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and help the company meet its goals.
  • Dedicated to profit maximization through a variety of business approaches.
  • Senior Executive, Client Servicing with a goal-oriented, forward-thinking, and resilient mindset.
  • Proficient in the use of Power BI and procedure equipment.
  • Forward-thinking Senior Executive with a track record of success in Miscellaneous over the course of a 14-year career.

Accomplishments

  • Restructured account management processes, reducing lead times by 30% and increasing the win rate for 6 new deals.
  • Resolved product issue through consumer testing.
  • Oversaw the training and process integration for Salesforce implementation, reducing onboarding time for new clients by 13 days.
  • Oversaw the successful execution of strategic client workshops, identifying growth potential worth $5 across 2 enterprise clients.
  • Collaborated with marketing teams to execute cross-promotional campaigns that led to a 75% increase in client lifetime value (CLV).
  • Led the relationship management for high-value accounts worth $15, ensuring custom solutions that resulted in a 77% increase in customer satisfaction.
  • Monitored and guided cross-regional teams of up to 11 employees, delivering Salesforce services for enterprise clients with zero service downtime.
  • Collaborated with team of 13 in the development of category.
  • Introduced a KPI-driven performance management system for account managers, resulting in a 65% increase in client engagement across 6 regions.
  • Enhanced client onboarding by introducing new workflows that improved efficiency by 74% and decreased onboarding time by 8 days.

Affiliations

  • Certified Professional Services Marketer (CPSM)
  • International Association of Administrative Professionals
  • Association for Account Management Professionals (AAMP)
  • Client Servicing Experts Council (CSEC)
  • American Medical Informatics Association
  • Customer Service Network (CSN) Austin
  • Society of Customer Service Leaders
  • International Society for Service Innovation Professionals (ISSIP)
  • American Marketing Association (AMA)
  • Global Association for Customer Experience Associations

Certifications

  • Certified Information Systems Manager (CISM)
  • Digital Marketing Strategies Professional Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL 4 Foundation Certification
  • Executive Coaching Certification by Harbor & Co.
  • Certified Customer Success Manager (CCSM)
  • PRINCE2 Practitioner Certification
  • Harvard Business School Online Leadership and Management Certificate
  • Certified CRM Administrator by Salesforce
  • Certified Public Accountant

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