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Skills

  • Communications
  • Change management facilitation
  • Contract renewal management
  • Customer care process standardization
  • Presentation and report delivery skills
  • CRM Software Proficiency (ServiceNow)
  • Client success reporting
  • Microsoft Excel (advanced functions)
  • Customer journey mapping
  • Business operations

Work Experiences

  • Achieved an overall satisfaction rating of 24%.
  • Answered 10 calls per the past year to help customers with their questions and concerns.
  • Achieved 62% resolution rate.
  • Transported QuickBooks to three years customer locations.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with 14 stakeholders to customize large-scale initiatives, reducing implementation times from 2 to 12 days.
  • Authored a client communication guide.
  • Achieved a 84% client retention rate.
  • Achieved zero data loss errors.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Client-focused and solution-oriented professional.
  • Achieved a 70% reduction in recurring complaints.
  • Adept at managing high-priority client escalations.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Client-oriented professional with deep experience in contract management, reducing errors by 65%, streamlining renewals, and enhancing document accuracy across 18 client accounts.
  • Achieved a satisfaction rate of 80%.
  • Achieved 62% improvement in overall client satisfaction score.
  • Within Veterinary, senior Administrative Client Care Specialist and outstanding performer in team leadership and stakeholder engagement.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Managed client escalations efficiently, solving 10 critical issues within several months, preventing contract cancellations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Audited client care processes and made workflow improvements, resulting in a 37% increase in team productivity.
  • Regularly updated management with client care performance reports, providing actionable recommendations that boosted account renewals by 43%.
  • Decreased client turnover by 51% by developing personalized retention strategies for key accounts.
  • Developed a comprehensive knowledge base for client-facing teams, reducing new hire onboarding time by 31%.
  • Incorporated client feedback into operational workflows, resulting in 71% greater alignment between service delivery and client expectations.
  • Led a client appreciation initiative that resulted in a 76% increase in positive client feedback through 2020.
  • Instituted regular client check-ins using method, increasing client engagement and reducing churn by 34%.
  • Collaborated with sales and account teams to ensure consistent and customized support for VIP clients, leading to a 19% growth in revenue.

Affiliations

  • Association of Customer Service Executives (ACSCE)
  • International Council of Nurses
  • Customer Experience Professionals Association (CXPA)
  • Association of Information Technology Professionals
  • Lions Club
  • International Association of Administrative Professionals
  • Women in Customer Support Leadership (WCSL)
  • Certified Multi-Tasking Professional (CMP) 2019
  • American Medical Informatics Association
  • International Association of Administrative Professionals (IAAP)

Certifications

  • Agile Customer Success Professional Certification by Ironclad Systems
  • ITIL Foundation Certification by Axelos
  • Customer Relationship Management (CRM) Certification by QuickBooks
  • Certified Customer Experience Professional (CCXP) by CXPA
  • Certified Salesforce Administrator by Salesforce
  • IT Service Management (ITSM) Certification by Axelos
  • Certified Billing and Coding Specialist (CBCS) by NHA
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Microsoft Office Specialist (MOS) in ServiceNow by Microsoft
  • Client Services Management (CSM) Certification by Meridian

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