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Skills

  • Client satisfaction analysis
  • Multi-level Stakeholder Communication
  • Client-focused Performance Metrics
  • Revenue growth strategy implementation
  • Standardized Operational Process Creation
  • High-profile Contract Management
  • Cross-regional Team Leadership
  • Churn reduction strategies
  • Mentorship and team development
  • Operational cost reduction

Work Experiences

  • Created a program to promote new managers from within the company, resulting in a more cohesive management structure.
  • Used QuickBooks to create invoices, reports, and other deliverables on a monthly basis.
  • Responded to emails and other correspondence to facilitate communication and improve business processes.
  • Clear and competitive goals, growth roadmaps, and strategic business plans were established.
  • Devised effective business strategies to take advantage of market trends that were just beginning to emerge.
  • Chaired regular client advisory boards.
  • Was in charge of all sales, marketing, and distribution for 3 accounts.
  • By working together to develop integrated strategies, I was able to align organizational objectives with the company's mission, resulting in increased revenue, profit, and business growth.
  • Analyzed changing client behavior and strategically repositioned offerings, resulting in a $4 increase in new business.
  • Coordinated catering for the annual staff development forum, distributed company-wide announcements, and booked conference rooms.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Senior Executive with a track record of increasing profit margins by increasing sales and lowering costs.
  • While establishing market dominance, the company is focused on optimizing operations and motivating employees.
  • Senior executive with extensive experience in business planning, revenue growth, and change management.
  • Senior Executive with a strong desire to constantly improve business operations.
  • Achieved 56% compliance with critical deliverables.
  • Expert at implementing changes to increase the efficiency of business operations.
  • 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.
  • Senior Executive, Client Servicing with 17 years of successful workflow optimization and performance reporting experience.

Accomplishments

  • Documented and resolved system which led to process.
  • Developed and executed a client engagement strategy that reduced churn by 29% year-over-year through personalized loyalty programs.
  • Resolved product issue through consumer testing.
  • Managed the successful transition of SAP from pilot to scale, which resulted in a 75% improvement in service quality for 15 clients.
  • Drove a 55% client retention increase by developing personalized service plans based on in-depth client analytics.
  • Monitored and guided cross-regional teams of up to 11 employees, delivering Salesforce services for enterprise clients with zero service downtime.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Oversaw the successful execution of strategic client workshops, identifying growth potential worth $5 across 2 enterprise clients.
  • Collaborated with product teams to design client-focused feature updates, resulting in a 18% increase in product adoption rates.
  • Led the relationship management for high-value accounts worth $15, ensuring custom solutions that resulted in a 77% increase in customer satisfaction.

Affiliations

  • Toastmasters
  • Customer Success Association (CSA)
  • Society of Human Resource Management
  • Chartered Institute of Marketing (CIM)
  • American Marketing Association (AMA)
  • Client Services Executive Council
  • American Medical Informatics Association
  • Freemason
  • Institute of Customer Service (ICS)
  • Institute of Leadership & Management (ILM) Scrum Master

Certifications

  • Lean Six Sigma Master Black Belt Certification
  • Certified Digital Transformation Officer (CDTO)
  • Certified Customer Success Manager (CCSM)
  • Certified Business Relationship Manager (CBRM)
  • Harvard Business School Online Leadership and Management Certificate
  • ISO 9001:2015 Certified Lead Auditor (QMS)
  • Google Ads Certified Professional
  • Google Analytics Individual Qualification (GAIQ)
  • Certified Customer Experience Professional (CCXP)
  • Cisco Certified Network Associate (CCNA)

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