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Skills

  • Media relations
  • Change Management Implementation
  • Leadership in dynamic environments
  • Customer Churn Reduction
  • Stakeholder relationship management
  • KPI performance tracking
  • Relationship development
  • Cross-functional team leadership
  • Agile project management
  • Complex problem-solving

Work Experiences

  • Crafted client engagement strategies.
  • Contributed to a 51% increase in new business inquiries.
  • Completed deployment 74% ahead of schedule.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Had an excellent attendance record and was always on time for work.
  • Accounts valued over $9.
  • Collaborated with system customers to determine their needs and deliver program service.
  • Achieved 54% YOY growth in billings.
  • Analyzed engagement workflows.
  • Achieved a 57% increase in enterprise accounts.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Computers Software industry's success.
  • Senior Engagement Manager with 6 years of experience in search of a challenging, growth-oriented position.
  • Costs were consistently reduced while profits were increased.
  • Capable of effectively representing the company, increasing visibility, and networking at conferences, trade shows, and media events.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With exceptional interpersonal abilities with both internal and external stakeholders, talented writer, editor, and speaker.
  • Senior Engagement Manager with a track record of leading corporate communication strategies, increasing sales, and directing branding initiatives.
  • Exceptional at forming strong partnerships, securing public support, and forming cohesive teams.
  • Achieved a 48% decrease in client onboarding time.

Accomplishments

  • Effectively managed a team of 13 across global regions to deliver successful client solutions while adhering to timeframes and quality standards.
  • Mentored and coached a team of 10 engagement managers, developing their skill sets and achieving 74% improvement in client satisfaction scores.
  • Partnered with internal and external stakeholders to realign project scopes, resulting in a 33% increase in client KPIs and performance standards.
  • Designed an outcomes-based engagement roadmap that was adopted as a best practice, resulting in a 48% increase in client retention.
  • Enabled the deployment of a Asana solution across 14 different regions, resulting in 45% increased workforce productivity.
  • Documented and resolved metric which led to initiative.
  • Built and fostered strong relationships with C-level executives, creating strategic partnerships that resulted in a standard increase in annual business revenue.
  • Developed scalable client onboarding processes for HubSpot, driving 34% faster adoption and a heightened initial customer experience.
  • Designed and implemented KPI performance tracking systems, improving forecast accuracy and team productivity by 18% across multiple departments.
  • Helmed cross-departmental collaboration with engineering, improving interdepartmental project delivery outcomes by 43% over 12 months.

Affiliations

  • Lions Club
  • Association for Federal Enterprise Risk Management - Strategies for budget forecasting and project completion in regulated industries.
  • Consulting Managers Association - Providing leadership insights for senior engagement tactics and multi-account management.
  • Member of the Association for Talent Development (ATD) - Structuring workforce retention through leadership training programs.
  • Project Management Institute
  • Member of The Business Relationship Management Institute (BRM Institute) - Certified Lean for cultivating executive-level relationships.
  • International Customer Service Association (ICSA) - Sharing knowledge on improving metrics and award-winning customer service strategies.
  • Society of Human Resource Management
  • Member of Scrum Alliance - Agile methodologies certification, focusing on agile project management techniques.
  • Toastmasters

Certifications

  • Scaled Agile Framework (SAFe) Agilist Certification - 2020 by Scaled Agile
  • Certified Strategic Advisor (CSA) - 2020 by Northwind
  • Certified Professional in Lean Management - 2023 by Meridian
  • Lean Six Sigma Black Belt - Cedar Works, 2017
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Agile Certified Practitioner (ACP) - 2017 by PMI
  • Microsoft Azure Fundamentals - 2016 by Microsoft

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