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Skills

  • RFI Scanners
  • MS Office
  • Advanced product knowledge (Tableau)
  • Relationship development
  • Conflict resolution
  • Organization
  • Payment management
  • First Aid/CPR
  • Billing dispute resolution
  • Business process improvement

Work Experiences

  • Used Salesforce to compile data gathered from various sources.
  • Achieved a customer satisfaction score of 48% by pioneering more effective communication strategies with customers.
  • Achieved a customer satisfaction score of 50%.
  • Achieved results within 17 months.
  • Achieved $12 in additional sales.
  • Assisted in the development of a customer self-service tool.
  • Awarded Excellence Award for exceeding client satisfaction targets.
  • Working with team members and customers to find workable solutions improved operations.
  • Boosted client usage of Jira by 55% %.
  • Achieved a 37% improvement in client satisfaction.

Summaries

  • Program and framework have a proven track record.
  • Achieved a 44% decrease in refund requests.
  • Customer Account Advisor is a hardworking and dependable Customer Account Advisor who excels at performance reporting and project management.
  • Communicative and team-oriented, with Adobe Creative Suite expertise.
  • Accomplished Customer Account Advisor with experience managing 8 high-profile accounts, ensuring a seamless account onboarding process and increasing client satisfaction by 54%. Proven ability to drive $7 in additional revenue through upsell opportunities.
  • Proven ability to increase workflow efficiency while maintaining high customer service standards.
  • Proficient in promoting method by leveraging data analysis and quality assurance knowledge.
  • Active leader with excellent communication and collaboration skills.
  • Achieved $10 revenue increase from upsell and cross-sell strategies.
  • With hands-on experience, eager to learn new skills and advance knowledge.

Accomplishments

  • Developed a client health scoring system that reduced the account management team's workload while improving retention by 82%.
  • Successfully identified and secured upsell opportunities during Qmethod, generating an additional $5 in monthly recurring revenue.
  • Generated $10 in upsell and cross-sell revenue by analyzing client pain points and proactively offering tailored solutions.
  • Consistently exceeded quarterly targets for account growth and upsell, contributing an additional $6 in revenue.
  • Collaborated with sales and product teams to redesign the client onboarding process, reducing account activation time by 2%.
  • Mentored junior Account Advisors to improve their communication skills, contributing to an 76% increase in the team’s combined client satisfaction scores.
  • Developed tailored account strategies that grew revenue from a specific vertical by 71% year-over-year.
  • Executed targeted outreach that improved customer engagement, resulting in a 67% jump in follow-up meetings within two years.
  • Improved cross-department workflow by establishing an internal communication protocol, reducing customer wait time by 14%.
  • Utilized customer feedback and behavioral data to design an early intervention system, which lowered churn likelihood by 84%.

Affiliations

  • Attendee, Billing & Collections Optimization Summit 2020
  • Certified Member, Zendesk Certification Program for Advanced Customer Support Techniques
  • Graduate, Scrum Master for Strategic Account Planning and Management
  • Certified Professional, International Customer Service Association (ICSA) for Customer Satisfaction
  • Certified Member, ServiceNow Advanced Product Knowledge Forum
  • Affiliate, Association for Supply Chain Management (ASCM) Customer Solution Group
  • Affiliate, National Customer Service Association (NCSA)
  • Affiliate, Payment Collections Association (PCA) focusing on recovery strategies
  • Certified Affiliate, Customer-Centric Leadership Collaborative
  • Member, American Society for Quality (ASQ) focusing on service improvement methods

Certifications

  • Certified Relationship Marketing Professional (CRMP) - 2022
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Key Account Manager (CKAM) - Vantage 2021
  • Strategy and Performance Management Professional (SPMP) - Meridian
  • Leadership Development Program - Ironclad Systems, 2015
  • Certified Client Relationship Manager (CCRM) - 2023
  • Certified in Account Management & Customer Service - Brightline, 2015
  • Customer Service and Support (CSS) - Ironclad Systems
  • Certified Technical Support Specialist - Summit Group, 2024
  • Certified Public Accountant (CPA)

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