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Skills

  • Project organization
  • MS Office
  • Client relationship management
  • Business operations
  • Cross-functional team collaboration
  • Customer retention strategies
  • Program equipment
  • Conflict resolution
  • Data-driven decision making
  • Business development plan execution

Work Experiences

  • Allowed for personalized approaches.
  • Championed client satisfaction initiatives.
  • Looked for industry trends on social media and through online sources.
  • Achieved a 56% increase in brand loyalty.
  • Built and fostered key stakeholder relations in the Southeast that were instrumental in driving a 4% increase in community-based partnership programs.
  • Analyzed market conditions in the Southwest.
  • Analyzed state-by-state client performance metrics and redesigned engagement strategies that brought about a one year revenue lift of 16%.
  • Achieved results in a one year span.
  • Automated reporting tools.
  • Had an excellent attendance record and was always on time for work.

Summaries

  • Analyzed client needs.
  • Capable of effectively representing the company, increasing visibility, and networking at conferences, trade shows, and media events.
  • Adept at driving ServiceNow adoption.
  • Costs were consistently reduced while profits were increased.
  • State Relationship Manager with a track record of leading corporate communication strategies, increasing sales, and directing branding initiatives.
  • Boosted client satisfaction by 53%.
  • Achieved 19% revenue growth.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Experienced in developing and implementing strategic and tactical marketing plans for local, regional, national, and global markets.
  • Adaptable and insightful professional.

Accomplishments

  • Authored winning proposals that secured 6 new state contracts, contributing to $$207,000 in additional revenue.
  • Led a cross-functional team to reduce client churn by 56% through personalized engagement efforts and conflict resolution.
  • Exceeded annual growth targets by 38%, focusing on relationship-building within key state-level accounts.
  • Collaborated with finance and Tableau teams to integrate data-driven decision-making tools for streamlined state-based reporting.
  • Designed new client care workflow, reducing resolution times by one year for escalated customer issues.
  • Established a statewide conflict resolution team, decreasing average resolution time for escalations by 64%.
  • Collaborated with team of 12 in the development of procedure.
  • Crafted client engagement strategies based on performance analytics, driving 19% sales improvement over the past year.
  • Optimized proposal writing processes, leading to a 71% higher success rate for RFP submissions.
  • Developed and maintained comprehensive stakeholder engagement plans, securing continued state contracts worth $$133,000.

Affiliations

  • National Business Development Association (NBDA)
  • Society for Human Resource Management (SHRM)
  • International Association of Business Communicators (IABC)
  • The Council of State Governments (CSG)
  • National Association of Social Workers
  • American Marketing Association (AMA)
  • National Association for Sales Professionals (NASP)
  • Rotary International
  • American Marketing Association
  • National Governors Association (NGA)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Advanced Market Expansion & Growth Certification – standard
  • State Relationship Governance Certification – Summit Group
  • Global Account Manager Certification (GAM) – Strategic Account Management Association (SAMA)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professional Association (CXPA)
  • Salesforce
  • Data-Driven Customer Strategy Certification – initiative
  • Advanced Customer Management Certification – framework
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Retention Specialist (CRS) – metric

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