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Skills

  • Client relationship management
  • Credit card payment processing
  • Business intelligence tools
  • Product organization
  • Transportation solution development
  • Fleet dispatching
  • Adaptability to fast-changing environments
  • Business development understanding
  • High-energy attitude
  • Customer retention strategies

Work Experiences

  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Answered 7 daily phone calls in order to efficiently resolve method customer issues.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Took 16+ inbound calls per day and directed them to the appropriate people or departments.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Used Salesforce to complete data analysis, which resulted in method.
  • Named Top Seller for one year through launched.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Exceeded 6 months service goals using customer service, sales, and employee management best practices.

Summaries

  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Senior Client Care Specialist with 17 years of program customer service experience.
  • Program regulations and procedures are second nature to me.
  • Customer service professional who is used to working in a fast-paced initiative call center environment.
  • Trained in the use of Salesforce and has in-depth knowledge of budget management.
  • Excel in Salesforce offerings, ServiceNow use, and risk assessment.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Well-versed in Veterinary best practices and standards.

Accomplishments

  • Partnered with stakeholders to introduce a service recovery process for escalated cases, reducing negative feedback and turning 25% of dissatisfied clients into promoters.
  • Initiated a vendor audit to measure performance, resulting in the termination of underperforming suppliers and an improvement of vendor reliability by 75%, substantially impacting customer experience positively.
  • Regularly maintained CRM systems, proactively identifying client business trends that led to 16 new upsell opportunities and created efficiencies that generated $14 in additional revenue.
  • Developed a comprehensive product manual and online portal for customers, decreasing service inquiries by 35% within the first quarter of deployment.
  • Optimized internal ticketing system workflow, which led to a reduction in case resolution time by 9% and onboarded new troubleshooting automation techniques to lower manual intervention.
  • Regularly conducted root cause analysis on recurring support issues, initiating system-wide changes that resulted in a 82% reduction in similar troubleshoot requests within three years.
  • Supported the development and rollout of new customer service protocols, ensuring that every customer touchpoint adhered to regulated standards and increased compliance by 19% over 18 months.
  • Improved customer support resolution time by 29% through the implementation of new workflows and training for junior staff.
  • Reduced onboarding process for new clients by 71% through streamlining documentation and client communication channels.
  • Developed client education resources such as webinars and interactive demos, resulting in better user adoption and a 68% increase in positive client feedback scores.

Affiliations

  • Alumni, Client Success Management Certification Program, initiative, 2017
  • Member of the Advisory Board, National Association of Client Account Managers
  • Faculty Advisor, Client Solutions Development Academy at metric, 2024
  • Member, Customer Advocacy Board, advising companies on proactive communication initiatives since 2024
  • Member, Women in Customer Experience (WiCX), active since 2019, fostering diversity and inclusion in client care roles
  • Speaker, Customer Retention Strategies for High-Growth Businesses Conference, 2023
  • Conference attendee, Customer Success Leadership Network (CSLN) Annual Conference, 2023
  • Co-chair, Client Feedback Analysis Working Group, organized under framework since 2017
  • Regular contributor, Customer Care Excellence Quarterly (CCEQ) publication, since 2017
  • Volunteer, Customer Service Leadership Training Program, Portland, facilitating workshops on client care strategies

Certifications

  • ServSafe
  • Professional in Customer Success (PCS) - Northwind
  • Certified Professional in Customer Experience (CPCE) - Harbor & Co.
  • ServiceNow Certified System Administrator - system
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Customer Success Foundations Professional Certificate - Summit Group
  • CompTIA Network+
  • Certified Support Professional (CCSP) - Service Strategies
  • Association for Project Management (APM)

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