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Skills

  • Cost control and reduction
  • Cross-functional team management
  • Process improvement
  • Data-driven decision making
  • Customer retention strategies
  • Customer retention
  • Policy/program development
  • Trend forecasting
  • Supervision and training
  • Contract Management

Work Experiences

  • Improved traceability by establishing systems for contracts, records, reports, and agendas.
  • Created and managed the annual operating budget, ensuring that controls were in place and that overages were avoided.
  • Oversaw the work of 6 employees with the goal of increasing productivity, efficiency, and cost savings.
  • Internal candidates for general management promotion opportunities were developed by me.
  • Created and implemented promotional strategies to help the company succeed while staying within budget.
  • Increased sales revenue by 8% with $18 in new annual sales.
  • Was in charge of the day-to-day operations of program business, which included 4 employees spread across 7 locations.
  • Evaluated each employee's individual strengths and provided mentoring to help them improve their weak skills.
  • Conducted the past year staff evaluations and made any necessary promotions, realignments, or force reductions.
  • Initiative and metric incidents were reported to Account Operations Manager for assistance and resolution.

Summaries

  • Professional with exceptional sales, client relations, and workflow optimization abilities.
  • Offering strategic planning and client relations, meticulous leader and strategic planner with broad managerial acumen.
  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Lean certified
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Account Operations Manager.
  • Motivating leader who has built and managed program teams in the past.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Polished and poised, with a strong desire to succeed.
  • Team leadership Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.

Accomplishments

  • Reduced the average revenue collection time across account portfolios by 50% through robust cash flow management practices.
  • Reduced client churn by 84% by introducing a customer retention initiative focused on early intervention and service optimization.
  • Enhanced service contract compliance with targeted audits, driving a 78% improvement in SLA performance across key accounts.
  • Instituted a real-time account management dashboard using HubSpot, reducing account churn by 38% and increasing customer retention.
  • Developed a performance improvement strategy that decreased internal ticket SLAs by 85% and heightened team productivity.
  • Integrated real-time data visualization via Asana for senior-level clients, facilitating faster executive decision-making and achieving 77% quicker reporting times.
  • Streamlined resource allocation for complex accounts, improving project delivery timeliness by 26% days.
  • Executed a client onboarding framework that improved time-to-value by 50% and increased client satisfaction by 64%.
  • Spearheaded a project to align sales, operations, and customer success workflows, reducing process bottlenecks resulting in a 46% increased throughput.
  • Co-led a sales and operations sync, reducing internal miscommunication and producing an increase in sales projections by 22% in category.

Affiliations

  • Graduate, Harvard Business Review Executive Leadership Program – Tailored operational strategies for international expansion and scaling accounts.
  • Certified, Six Sigma Green Belt – Applied continuous improvement frameworks to reduce discrepancies in management by 69%.
  • Member, International Customer Service Association (ICSA) – Improved client satisfaction processes by sharing insights from global leaders in customer relations.
  • Active Member, American Management Association (AMA) – Engaged in workshops to enhance financials tracking, operational KPIs, and cost controls in account processes.
  • Graduate, Operations Analytics & Insights Workshop – Used data-driven performance metrics to lower account issue resolution times.
  • Certified Member, Institute of Management Accountants (IMA) – Developed financial management strategies for reducing operational cost by 35%.
  • Attendee, Account-Based Marketing Leadership Conference – Integrated the latest digital marketing approaches into account insights for improved customer engagement.
  • Certified, ITIL Foundation – Leveraged ITIL practices to optimize the management of account services and service delivery efficacy.
  • Certification, Project Management Professional (PMP) – Applied methodologies discussed in association coursework to lead cross-functional project teams and improve deadlines.
  • Member, Global Association for Quality Management (GAQM) – Shared resources on service level agreement management to enforce higher client delivery standards.

Certifications

  • Apple Certified Associate (ACA)
  • Google Project Management Professional Certificate by Coursera
  • Certified Service Manager (CSM) by Ironclad Systems
  • Certified Professional in Supply Management (CPSM) by Institute for Supply Management (ISM)
  • Certified ISO 31000 Risk Manager by PECB
  • CompTIA Network+
  • Certified Information Systems Auditor (CISA) by ISACA
  • ISO 9001:2015 Quality Management System Certificate from Vantage
  • Six Sigma Green Belt by Meridian, 2015
  • Risk Management Professional (RMP) by PMI

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