Customer Service Csr

Jenny Stacey

Customer Success

Jenny Pattricia Stacey

** ***** **** ***

Felton, De 19943

(Mobile) 302-***-**** (Home Office) 302-***-****

*************@*****.***

Strengths A hard working, reliable, energetic, self motivated problem solver. I am goal oriented, success driven and customer centric focused. I am adaptable, teachable, organized and an energetic person with a diverse, and unique skill set from many years experience of C Level executive management across customer service, sales and marketing. This valuable experience has helped me with inter department

communications and helped me hone my empathy, patience and leadership skills as well. An excellent communicator, active listener and accurate multi tasker.

Experience Successful Outsourcing Solutions / Freelance Business Consultant

March 2020 - Present Felton Delaware

Identifying client issues, reviewing financial records, analyzing the competition, developing business models, and making improvement recommendations..

Working with department heads and making recommendations to improve customer relations, productivity, branding, digital marketing engagement, and sales.

Acted as interim marketing manager, created sales driven copy, managed email marketing campaigns, and social media . Offered copy as a ghostwriter for small to midsize businesses creating web copy, product descriptions, social media, sms, email and blog campaigns to increase subscriber base, increase engagement and overall sales/cash flow.

ABNA International / Customer Success Manager

April 2010 - March 2020 Remote

Collaborated with 15 Enterprise Accts daily to ensure need fulfillment Managed a customer success team of 45 personnel

Increased customer retention rates by 45% in three years Worked with multiple dept heads to improve workflow Implemented new client onboarding program to include Zoom, video and documented training on HOW IT WORKS

Onboarded new team of Sales and CSR’s with each new client program Created and Executed Customer Surveys which I used to create a WIN BACK program for old clients- assisted in bringing back almost 23% of once lost clients and increased overall CLV

Trained Managed and Monitored CSR’s and Sales Team Implemented new programs internally to assist in better communications, following of processes and policies and improved overall workflow and morale

Managed customer Escalation division

Handled all escalated calls to ensure customer satisfaction Created reports as requested

Worked with other dept heads and teams to meet and exceed monthly, quarterly and annual goals.

Peter Stone Group of Companies / Sales & Marketing manager February 2003- July 2010, Selbyville, DE

Spearhead the onboarding and training process for new customer service representatives and new clients

Worked with Customer Service and Sales reps (domestic and Intl) to create processes and policies to improve interdepartmental communications and overall customer workflow and experience Created sales driven marketing campaigns / managed teams accordingly

Assigned, trained and monitored CSR to ensure marketing campaigns were managed effectively

Monitored and Recorded calls to use in effective QA training meetings Created Reports for Dept Heads as requested

Training protocols boosted customer satisfaction ratings by 14% in six months

Increased email campaign open rates by 19%

Sales Training increased sales by 31% over first 6 months of executing regular training program

Increased sales by almost 20% by adding loyalty and referral programs

Managed full transition from US Based Sales/CSR to International ( Thailand)

Dynamic Marketing & Research Associates / Director of Sales and Marketing

June 1991 - December 2002, Easton, MD

Started as a tele rep in political polling div.

Promoted to Customer Service Manager in 9 months

Promoted to Sales manager after 24 months

Promoted to Director of Sales and Marketing afte r5 years Worked one on one with clients building strong relationships i offering cross/upsells at every opportunity increasing CLV Worked with customer service and sales department to improve workflow and client communications

Hired, trained and monitored progress of customer service and sales reps

Held weekly meetings to improve QA, morale and customer care Attended trade show events

Created Direct Mail, Periodical, Radio, and email marketing campaigns

Created reports as needed for dept Heads

Managed CSR’s kpi’s

Recorded and Utilized QA calls to help training sessions Handled escalation calls and improved call statistics by overall 25% in first 4 months of management

Skills

Empathy

Communication

Active Listening

Leadership

Relationship Building

Active Listening

Problem Solving

Strategic Thinking

Decision Making

Attention to Detail

Accurate Tasking

Customer Service

Leadership

Persuasive

Negotiation

Intuitive

Analytical

Critical Thinking

Verbal Reasoning

Verbal and Written Communications

Technology

Microsoft Office

Mailchimp

Evernote

ASANA

Monday

Hub Spot

Base Camp

Zoom

Adobe Creative

Grammarly

Google Adwords

Google Analytics

Zoho

Endesk

Collect

Buffer

Drop Box

Wunderlist

Ring Central

All Social Networking Platforms

Google Work Space

Live Agent

Azure

Salesforce

Fresh Desk

Trello

And More!

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