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Skills

  • Leadership in dynamic environments
  • Budgets
  • Client Revenue Growth
  • Client Satisfaction Improvement
  • Initiative equipment
  • Data-driven decision making
  • Problem resolution
  • Workforce management
  • Process improvement
  • Team Leadership

Work Experiences

  • Analyzed client data.
  • Achieved 54% YOY growth in billings.
  • Collaborated with top-tier global partners.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved President's Club for highest client retention.
  • Achieved results over the course of 2020.
  • Achieved a client satisfaction score of 22%.
  • Accounts valued over $9.
  • Analyzed and optimized engagement workflows using lean methodologies, improving turnaround times by 57% for all projects.

Summaries

  • Adept at leading global teams.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Chaired high-impact client meetings.
  • Achieved a 47% reduction in churn.
  • Awarded Excellence Award for delivering best-in-class customer engagement.
  • Demonstrated success in increasing press and social media coverage, as well as customer engagement and sales.
  • Client-focused Engagement Manager with a talent for identifying business opportunities, successfully increasing cross-sell revenue from $3 to $8 through tailored solutions.
  • Achieved a client satisfaction score of 31% %.
  • Achieved a 28% enhancement in service delivery times.
  • Client-focused Engagement Manager.

Accomplishments

  • Led contract negotiations for 12 large-scale projects, securing $10 in recurring revenue over 18 years and enhancing long-term business sustainability.
  • Spearheaded the adoption of SAP, driving a 25% improvement in project delivery times across multiple global offices.
  • Enabled the deployment of a Asana solution across 14 different regions, resulting in 45% increased workforce productivity.
  • Devised tailored customer success plans for VIP accounts, securing contract renewals worth initiative and enhancing overall client trust.
  • Utilized data-driven insights to implement client engagement strategies, resulting in Innovation Award for Highest Client Retention within Denver.
  • Mentored and coached a team of 10 engagement managers, developing their skill sets and achieving 74% improvement in client satisfaction scores.
  • Built and fostered strong relationships with C-level executives, creating strategic partnerships that resulted in a standard increase in annual business revenue.
  • Managed the workforce optimization efforts for 11 team members, reducing workflow bottlenecks and improving team output by 31% over three years.
  • Enhanced employee team engagement by 70% through workforce management improvements and structured professional development initiatives.
  • Partnered with internal and external stakeholders to realign project scopes, resulting in a 33% increase in client KPIs and performance standards.

Affiliations

  • Association for Federal Enterprise Risk Management - Strategies for budget forecasting and project completion in regulated industries.
  • Member of the Institute of Consulting - Improving service delivery time through consultancy best practices.
  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Salesforce Partner Community - Collaborating with leaders on Salesforce integrations to fuel engagement and retention.
  • Customer Experience Professionals Association (CXPA) - Staying up-to-date on best practices to manage client satisfaction and retention.
  • Member of Global CX Exchange - Developing new strategies to enhance CX within high-touch, high-revenue client environments.
  • The Association for Strategic Planning (ASP) - Strategies to improve post-engagement strategic implementations for enhanced future outcomes.
  • Jaycees
  • International Association of Outsourcing Professionals (IAOP) - Involved in forums sharing insights on client pain point resolution.

Certifications

  • Microsoft Azure Fundamentals - 2016 by Microsoft
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Business Relationship Manager (CBRM) - 2023 by BRM Institute
  • Chartered Financial Analyst (CFA) - initiative, 2019 by CFA Institute
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Success Manager (CCSM) - 2021 by SuccessHACKER
  • Certified Negotiation Expert (CNE) - 2018 by Harbor & Co.
  • ITIL Practitioner Certification - 2021 by Axelos
  • ServSafe

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