Cape Coral, Florida, United States
Award-Winning Customer Success Manager People often say they are customer centric. They strive to answer questions accurately and resolve problems swiftly. It is my belief, however, that the successful customer service interaction integrates empathy into the customer service process. I build a connection that creates rapport with both prospective and existing customers, rendering customer satisfaction and customer retention, ultimately driving company profitability and market growth. I put customers at ease, thereby achieving successful connections, eliminating the need for callbacks. With a solid background in organizational support functions, I work independently or as a collaborative team member, remotely or onsite. Having earned supervisory accolades, award-winning recognition, and an accelerated promotion, I have fulfilled customer service projects requiring the daily delivery of up to 1,000 pharmaceutical kits on behalf of a global pharmaceutical leader. I fully understand current business conditions and the need to meet corporate objectives. If and when there are sensitive customer issues, I resolve them with tact and diplomacy. My background emphasizes print and direct mail knowledge, including the shipping and delivery processes and project management in general. I also bring to the table the following skills: Customer Communication Emotional Intelligence Business Development Project Estimating Account Management Confidential Records Management Vendor Management Cross-Functional Business Unit Partnerships Deadline Management Inventory Management Staff Training KPIs Quality Assurance Customer Onboarding I am on LinkedIn to share knowledge and strengthen professional relationships. I welcome new connection and can be reached directly by phone or email: [email protected] (609) 847-1346
I was tapped by the management hierarchy of this healthcare marketing solutions provider for an accelerated promotion. Tasked to drive the direct mail program and customer service functions for its leading client, a global pharmaceutical company, I optimized client services for J. Knipper & Company's largest revenue-producing client. In so doing, I drove 3 revenue streams for this pharmaceutical giant, targeting both healthcare practitioners and consumers. By identifying the need to improve Knipper's shipping and delivery process, I seized the opportunity to achieve increasingly functional deadlines, meet quality outcomes, and increase direct mail orders, despite volatile conditions caused by the COVID-19 Pandemic. Designated to provide on-the-job training to newly hired personnel, I improved service quality by tapping into the unique capabilities of staff, empowering employees to take initiative, solve problems, and render decisions within the confines of safety, legal, and ethical compliance. My success can directly be measured by a 4% decrease in customer issues. I also doubled the number of YOY mailings, purged a reimbursement penalty, and achieved 100% quality assurance. By understanding core business drivers, I slashed customer pain points and established a client-centric quarterly corporate correspondence medium. By working across functionally-diverse business sectors, I drove internal camaraderie and cooperation, ultimately yielding Action Hero Award recognition.
By developing the company's premier direct mail assembly and fulfillment production capabilities within 4 months of tenure, I oversaw fulfillment goals and ensured the program met time and quality objectives, thereby achieving the Wow Production Award.
I ensured the success of full-cycle print projects, from estimating to shipping, functioning as the customer point-of-contact for Fortune 500 clients, including leading banks and financial institutions, insurance companies, healthcare management companies, and casinos. Since I produced highly quality results, minimized waste, and met stringent deadlines, I was able to prioritize and delegate workload for maximized production, consistently meeting time-critical deadlines, including 3- to 4-hour turnarounds.