Chelsea Gurney
Eagle Mountain,UT
Summary
I am a passionate individual who loves to serve clients and my team members. I am hoping to share my passion with an organization that has a professional sports team outlook that is in the business of creating soluitons for clients, and retaining them long term.
Overview
9
9
years of professional experience
Work History
Client Advocate Manager
Global Payments Integrated
10.2020 - Current
- Oversaw monthly completion of One on Ones/QAs for a team consisting of 31 Advocates.
- Developed and managed a 60-day call-out program for various portfolios, enhancing client engagement.
- Created and maintained engagement campaigns with existing clients, resulting in a 10% response rate
- Built strong relationships with senior leadership to prioritize employee and client experience
- Implemented reporting and automation systems on various platforms to monitor team productivity
- Delivered regular reports on Business NPS to executive leadership.
- Achieved a 5% response rate by enhancing the NPS survey process through Qualtrics automation and quality control
- Presented prior accomplishments and initiatives to senior leadership quarterly, highlighting progress and plans for the upcoming quarter.
- Collaborated with peers and upper management to achieve a company-wide attrition reduction of 12%.
- Managed escalated cases effectively by working closely with other teams and departments, leading to successful resolutions and satisfied clients.
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes for better results.
- Managed a diverse portfolio of clients, tailoring advocacy strategies to suit individual needs and preferences.
Client Advocate
OpenEdge(Global Payments)
01.2018 - 09.2020
- Demonstrated leadership by fostering a collaborative work environment, promoting teamwork and maintaining high standards of reliability
- Built strong relationships with at risk clients, developed RFPs, and renegotiated contracts to drive client and business success
- Worked closely with internal departments to determine the most effective approach in serving clients
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Streamlined communication channels for improved efficiency in handling client inquiries.
- Maintained high levels of client retention with personalized follow-up strategies.
Sales
OpenEdge(Global Payments)
03.2015 - 12.2017
- Supported clients in meeting deadlines for application submission and achieving monthly revenue targets
- Managed large number of incoming and outgoing calls efficiently
- Used strong negotiation skills to successfully finalize contract agreements and negotiate competitive rates.
- Leveraged understanding of products to effectively communicate benefits and significance of proprietary software
Education
High School Diploma -
Joseph A Foran
Milford, CT06.2011
Skills
- Strong written and verbal communication
- Proficient in Google Data Studio, and Google tools
- Use of SFTP
- Qualtrics certified
- Client Relationship Building
- Salesforce and Netsuite proficiency
- Excel proficiency
- Exceptional communication
Timeline
Client Advocate Manager
Global Payments Integrated
10.2020 - Current
Client Advocate
OpenEdge(Global Payments)
01.2018 - 09.2020
Sales
OpenEdge(Global Payments)
03.2015 - 12.2017
High School Diploma -
Joseph A Foran
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