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CurrentThe United States is a country with innovative challenges, and there is more room for development in the wine industry at John Q Wine & Liquor Winery. I am motivated and love to learn, and like to be exposed to more different cultures, and hope to develop more careers in my future life.Achieved back-to-back improvements in customer relations and implemented a set of best practices in the customer relations team, resulting in a 98.8% customer satisfaction rate.Created new customized programs to address customer business needs and harnessed the power of CRM tools to centralize all customer contacts, services and needs, significantly improving the customer journey.Successfully managed the largest customer, a major winery - including an additional 1,800 sub-partnerships - maintaining extremely high levels of service delivery and rapid resolution of critical issues.Introduced a new internal culture focused on wine improvement with customer-facing talent and improved internal behavior/ethics, resulting in a 32% increase in employee satisfaction.Critical to the launch of new products and services and trained customer relations colleagues and juniors in tactical selling and cross-selling, resulting in increased sales and profits.Leveraged expertise in team management and resourcing strategies to maximize operational success of wine services in the winery and in customer relationships, leading and motivating from recruitment to talent KPIs.Take ownership of relationship management quality, strategies and plans to ensure KPIs and customer satisfaction goals are achieved and value is generated.Apply a sense of urgency and speed in responding to client relationship requests and use top-notch interpersonal skills to engage in challenging conversations with internal/external stakeholders and executives.Adept at building and nurturing client relationships from onboarding to driving clients in a positive environment.
