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Skills

  • Training and mentoring
  • Client Retention Strategies
  • Customer feedback collection tools
  • Organizational Development
  • Benefits and compensation
  • Operational improvement
  • File and records management
  • Team management
  • First Aid/CPR
  • Pre-Employment Screening

Work Experiences

  • Awarded Excellence Award for delivering exceptional project leadership and driving a 17% increase in customer satisfaction on a major industry-wide rollout.
  • Assessed client feedback to optimize delivery of cross-functional collaboration, leading to improved user onboarding time by two years and achieving 25% satisfaction scores.
  • Achieved a 20% growth in campaign CTR.
  • Achieved recognition for highest client satisfaction rating in Qprogram, maintaining a 62% satisfaction rate within assigned territory.
  • Collaborated with compliance and legal teams.
  • Achieved a 48% reduction in compliance-related client disputes over one year.
  • Achieved 33% year-over-year growth in client referrals.
  • Addressed client issues effectively.
  • Instructed employees on how to use HR software, with a focus on the process, framework, and metric features.
  • Built bridges between local teams and stakeholders.

Summaries

  • Supporting recruitment efforts with a focus on attracting and retaining talented employees.
  • Achieved 49% follow-up and retention rates.
  • Specialist Representative with 17 years of successful workflow optimization and stakeholder engagement experience.
  • Client-focused Specialist Representative.
  • Analyzed client feedback.
  • Analyzing company needs and developing long-term solutions to meet personnel objectives is second nature to me.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Achieved a 47% reduction in escalations.
  • Analyzed purchasing behavior.

Accomplishments

  • Successfully managed a portfolio of 15 accounts, generating an additional $4 in renewals and upsell revenue.
  • Integral in launching a new service line, achieving 37% adoption across 2 client accounts within two years.
  • Improved the accuracy of sales forecasting processes, providing a 81% increase in forecast precision and enabling better resource allocation.
  • Enhanced annual account reviews by implementing new reporting frameworks, contributing to a 63% increase in client renewals.
  • Improved client satisfaction by 19% by consistently delivering tailored solutions faster than client expectations across 4 projects.
  • Collaborated with team of 5 in the development of framework.
  • Partnered with Product and Development teams to roll out feature updates, achieving an overall 33% usage increase and extending customer lifecycle by the past year.
  • Achieved Excellence Award for surpassing quarterly sales goals by more than 25%, contributing to $17 in revenue within 18 months.
  • Reduced operational costs by 49% through process optimization initiatives across client engagement and project delivery touchpoints.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Contract Management Association (NCMA) - For contract negotiation skills
  • Association of Information Technology Professionals
  • International Council of Nurses
  • TechServe Alliance - For technology solutions and client engagement
  • Customer Experience Professionals Association (CXPA)
  • Market Research Society (MRS)
  • Healthcare Sales & Marketing Association (HSMA)
  • Certification in Customer Relationship Management CPA - For CRM mastery
  • Association for Computing Machinery
  • National Association of Sales Engineers and Representative Agents (NASERA)

Certifications

  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Service Excellence Certification – 2017 – Meridian
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Specialist in Client Portfolio Management – 2022 – Summit Group
  • Business Solutions Professional (BSP) – 2020 – Lakeside Partners
  • Certified Marketing Professional (CMP) – 2019 – Brightline
  • HubSpot Sales Software Certification - 2023
  • Customer Experience Master Certification (CXM) – 2021 – Ironclad Systems
  • Certified Client Success Professional (CCSP) – 2016

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