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Skills

  • Team management
  • Escalation resolution
  • Client Satisfaction Improvement
  • Budgets
  • Needs assessment
  • Merchandise sales
  • Staff training and development
  • Regulatory compliance
  • Territory development
  • Continuous improvement methodologies

Work Experiences

  • Collaborated with cross-functional leaders to align service delivery outcomes with key business objectives, driving a 34% increase in customer retention rates.
  • Collaborated with human resources to develop SLA agreements.
  • Achieved flawless end-of-year evaluations.
  • Oversaw product transitions from the warehouse to the customer's location, including loading and unloading according to specifications.
  • Achieved a 43% improvement in service quality by driving accountability across teams with monthly performance reviews and robust tracking of SLAs.
  • Achieved improvement over 2021.
  • Achieved a customer retention rate of 59%.
  • Properly displayed products at customer locations in accordance with company specifications and policies.
  • Conducted monthly performance reviews.
  • Kept track of sales by entering order data into SAP.

Summaries

  • Expert at selling Microsoft Excel to specific types of customers and adept at maintaining long-term relationships to fuel growth.
  • Capable of effectively responding to customer feedback and complaints, resolving issues quickly, and maintaining customer satisfaction.
  • Superior levels of account development, retention, and expansion are achieved by cultivating productive relationships with clients.
  • Achieved significant revenue growth.
  • Achieved results over 9 months.
  • Professional with experience establishing high-value territories and a passion for business development.
  • Determined and dependable program leader with exceptional customer service abilities.
  • Clear understanding of cross-functional collaboration and client relations as well as workflow optimization training.
  • Achieved President's Club.
  • Competitive Route Sales Representative with a proven track record of providing customers with customized products to meet their specific needs and requirements.

Accomplishments

  • Speared the implementation of a robust escalation framework that decreased resolution time by 15% across 3 high-visibility accounts.
  • Led the development and execution of a 3-step mitigation plan that resulted in a 46% client satisfaction increase post-service failure.
  • Reduced average service delivery time by 18% through optimized workflows in procedure.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and maintained comprehensive project lifecycles, ensuring all stages of delivery from inception to close-out met timelines and quality metrics.
  • Orchestrated 10 seamless post-implementation client onboarding projects, adhering to tight SLAs and delivering with 18% client satisfaction.
  • Led cross-functional teams in the successful delivery of system, significantly improving service efficiency by 19%.
  • Reengineered core service delivery processes across human resources, increasing customer satisfaction metrics by 41%.
  • Supported mergers & acquisitions through collaborative team leadership during critical transition phases for client deliverable integration and service excellence.
  • Resolved product issue through consumer testing.

Affiliations

  • American Society of Safety Professionals
  • Finance & IT Support Service Industry Networking Group
  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Help Desk Institute (HDI)
  • DevOps Institute
  • American Marketing Association
  • Rotary International
  • Society for Service Science Innovation
  • Service Delivery Management Professional Group

Certifications

  • Six Sigma Green Belt Certification
  • ITIL 4 Foundation Certification
  • Certified Outsourcing Professional (COP)
  • Certified Cost Professional (CCP)
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Certified Technology Manager (CTM)
  • Certified Business Process Leader (CBPL)
  • Certified in Risk and Information Systems Control (CRISC)

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