I am an experienced, highly motivated, and results-driven business professional with a proven track record of achievement in Customer Success and Business Strategy & Operations. I thrive on new challenges and have a solid work ethic; able to handle multiple tasks simultaneously while ensuring attention to detail and maintaining a positive working relationship with internal and external partners at all levels.
My goal is to utilize my skills within a progressive organization where they will provide opportunities for career growth and advancement. My diverse and unique experience allows me to offer the necessary skillsets required to successfully support a company in achieving its goals.
Developing and implementing various business improvement initiatives including process re-engineering and workflow redesign, promoting efficiency and productivity while improving customer experience
Closely monitoring daily operations across departments to ensure the highest quality support and customer service is provided at all times, utilizing innovative strategies to maximize CSAT scores, minimize churn, ensure full compliance with all relevant guidelines, and proactively support ongoing learning and professional development for all personnel Key achievements.
Enhance customer experience and satisfaction by empowering teams to take full responsibility and deliver the first-contact resolution of all customer inquiries.
Boost productivity and morale through the implementation of a Performance Score Card and incentive metrics
Deliver effective team coaching and training on leadership development
Maximized efficiency by introducing new innovative workflows within each department
Improved client satisfaction by establishing new client-focused processes.
Worked with executive level management to develop new metrics, Key point indicators (KPI), compensation structure, and training practices.
Conducted online training sessions and led onboarding the process to ensure the success rate.
Achieved and exceeded past upsell records.
Developed skills and retention training modules for new hires in
Client Success and support team.
• Worked as a Phone Support Agent. Inbound and outbound.
• Assisted clients with their technical queries.
• Interacting and assisting the internal department’s sales and client success.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Met all customer call guidelines including service levels, handle time, and productivity.
• Effective liaison between customers and internal departments.