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Skills

  • Regulatory compliance
  • Cross-functional team leadership
  • Relationship building and retention
  • Business Development
  • Organization
  • Account oversight systems
  • Client reporting system optimization
  • Business Administration
  • Company guidelines
  • Program oversight

Work Experiences

  • Went to trade shows and client meetings to promote the company's brand and build relationships with potential customers and partners.
  • Achieved a 31% increase in cross-sell/up-sell opportunities.
  • Coached a team of 5 direct reports, leading to 14 internal promotions and reducing employee turnover by 82%.
  • Captured real-time sentiment.
  • Cut costs by overhauling and streamlining contract bidding and procurement processes to ensure that materials and services were purchased at the best possible price.
  • Achieved a 62% improvement in client onboarding satisfaction.
  • Championed the rollout of a global client satisfaction survey, improving actionable insights and increasing customer loyalty by 72%.
  • Chaired monthly client review meetings.
  • Achieved results over 18 months.
  • Designed a scalable revenue forecasting model.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.
  • Vice President, Client Management is a service-oriented Vice President, Client Management with unrivaled customer service, task prioritization, and time management skills.
  • Determined and experienced in building client relationships, as well as sound judgment and employee mentoring and coaching.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Hardworking Vice President, Client Management with 3 years of telecommuting experience meeting customer needs.
  • Under duress, personable and professional.
  • Dedicated executive with 9 years of Miscellaneous experience.

Accomplishments

  • Documented and resolved category which led to process.
  • Demonstrated a 44% improvement in revenue forecasting accuracy by integrating advanced analytics into client reporting dashboards.
  • Executed a client retention strategy that saved 4 high-value clients, safeguarding $9 in annual recurring revenue.
  • Facilitated metric client advisory board sessions, deepening relationships with top-tier clients which ultimately influenced product development strategies.
  • Increased client satisfaction levels by 32% by introducing a more personalized customer success approach, which led to $11 in additional sales.
  • Led transformation initiatives for 17 high-profile clients, implementing new technology solutions that increased overall ROI by 39%.
  • Introduced a digital client reporting system that improved reporting accuracy by 59% and decreased monthly reporting time by 7 hours.
  • Drove the expansion of service offerings across the Southwest, increasing territory revenue by 34% within the first 16 months post-launch.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Affiliations

  • Executive Leadership Council (ELC)
  • Certified Customer Service Professional (CCSP)
  • International Council of Nurses
  • National Association for Business Economics (NABE)
  • Institute for Business Strategy and Development (IBSD)
  • Business Relationship Management Institute (BRM Institute)
  • Global Customer Experience Improvement Network (GCEX)
  • Business Continuity Institute (BCI)
  • Certified Management Consultant (CMC) Certification
  • Society of Human Resource Management

Certifications

  • CompTIA A+ Technician
  • Certified Customer Success Manager (CCSM Level 3) – SuccessHACKER
  • Chartered Financial Analyst (CFA®) – CFA Institute
  • Certified Public Accountant (CPA)
  • Apple Certified Associate (ACA)
  • Certified Account Management Specialist – metric
  • Mastering High-Stakes Negotiations Program – procedure
  • CompTIA Security+
  • Certified Global Business Leader – Thunderbird School of Global Management
  • Leadership for Senior Executives Program – Harvard Business School

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