Allena Tinker

Allena R. Tinker F. -  Panama City, Panama - www.linkedin.com/in/allena-tinker CUSTOMER SUCCESS MANAGER Client Services | Customer Relationship Management | Account Management Reliable, energetic and resourceful customer success professional with over eight years of experience resolving customer complaints and promoting conflict resolution efficiently. Ability to cultivate key client relationships in diverse industries. Expertise in customer support, interpersonal skills, relationship-building, team player who is committed to support and lead the team to success. PROFESSIONAL SKILLS Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides). Comfortable working in both Microsoft Windows 10 and Mac OS. Ease of working remotely using communication systems such as Zoom, Google Suite and Microsoft Teams. Excellent communication skills with a focus on building strong team and positive business relations. Exceptional problem-solving abilities, always looking to optimize the existing processes. Experience with time management, strong decision-making skills and work effectively both independently and in collaboration. Highly motivated and eager to learn in a fast-paced start-up environment. WORK EXPERIENCE Physio 575 – Panama City, Panama05/2017 - PRESENT Owner / CEO Responsible of the sale, distribution and marketing of physiotherapeutic products for professionals and the general public. • Respond promptly to customer inquiries in person or by phone, email, mail, or social media. • Maintain financial accounts by processing client adjustments in a timely and professional manner. • Increase in the customer base by 30% during 2018 and 20% during 2019 due to the delivery of fast and efficient service. • Check inventory periodically and ensure that products are available for sale. • Create efficient marketing campaigns for the promotion and commercialization of in-store products through different communication channels such as emails and social networks. Discount Marketing USA – Panama City, Panama 05/2015 - 05/2017 Customer Success Manager Developed and improved the capabilities of customer service team and new business team over the course of two years, client engagement and retention. • Monthly review of new businesses available to acquire the client portfolio and integrate it successfully. • Maintained records of customer interactions, processed customer accounts, and archived documents. • Collaborated with the team to quickly resolve customer complaints with appropriate action. • Increase in the acquisition and retention of clients by 40% during the first 6 months and by 72% of imported clients from new businesses acquired during the duration of their entire program. • Supervise the work of 20 people in my team and hold daily meetings to meet the objectives of the team. • Maintain continuous and stable communication with the office in the United States through different communication channels such as telephone, emails and Skype. Integrity Solution Services – Panama City, Panama01/2014 – 03/2015 Customer Services and Collections Agent Used strong communication skills to collaborate with team members to ensure efficient service. • Created and maintained office forms and procedures to assist with administrative tasks. • Liaise with other departments, when required, to escalate and resolve issues and/or report faults. • Greeted and welcomed clients with a warm, friendly and positive attitude. • Help maintain our high levels of client acquisition, retention and reactivation. • Provide training and guidance to clients on the use of the company’s products. Sitel – Panama City, Panama07/2012 – 11/2013 Customer Services and Tech Support Representative Responsible for scheduling equipment installation, keeping records of customer interactions, and collaborating with others to improve company system requirements. • Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. • Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. • Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades. • Create and implement new processes to improve efficiency and customer satisfaction in a 30% quarterly while reducing costs. EDUCATION Instituto Justo Arosemena – Panama City, Panama High School Diploma - Science and Technology, December 2011 ● Top 10% of Graduating Class Universidad Latinoamericana de Panamá – Panama City, Panama Bachelor Degree - Industrial Engineer ● 2 years completed Universidad Interamericana de Panamá – Panama City, Panama Bachelor Degree - Port Management and Multimodal Transport ● 2 years completed LANGUAGE COMPETENCIES Spanish: native language. English: fluent (speaking, reading, writing).