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Skills

  • C-level relationship management
  • Data-driven decision making
  • Team management
  • Problem resolution
  • Data collection and analysis
  • Staff management
  • Customer service
  • Organization
  • Strategic planning
  • Business Planning

Work Experiences

  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Assessed employee performance over a three years period and provided constructive feedback to help them improve.
  • Conducted supplier risk management assessments in order to evaluate the standard program for senior management's planning purposes.
  • Achieved a 80% reduction in lead-handling times.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Achieved Outstanding Service Award for customer satisfaction.
  • Oversaw a group of 10 procedure associates who dealt with the department's daily and complex requirements.
  • Created budgets and prepared quotes for new products and services.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across procedure calendars and programs.

Summaries

  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Dedicated to providing high-quality services and products.
  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Contact Manager is a multi-talented Contact Manager who is consistently rewarded for planning and operational improvements.
  • Contact Manager with 4 years of successful risk assessment and stakeholder engagement experience.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Within Miscellaneous, senior Contact Manager and outstanding performer in quality assurance and data analysis.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.

Accomplishments

  • Achieved a 32% growth in contact list accuracy through regular data entry quality checks, improving overall campaign results.
  • Initiated quarterly CRM audits and data cleansing cycles, resulting in a 33% reduction in duplicate records and improving lead accuracy.
  • Created customer segmentation strategies based on CRM data insights, improving targeting precision for program and driving a 51% increase in client engagement.
  • Led a 28% reduction in response delays through the optimization of cross-departmental contact flow and enhanced escalation protocols.
  • Led customer feedback initiative post-project implementation, achieving a 20% satisfaction rate, an improvement of 37% from previous year.
  • Enhanced team collaboration and knowledge sharing by implementing CRM-integrated project management tools, improving transparency across operations.
  • Streamlined internal communication between client teams, reducing project misalignment issues by 29% post-CRM workflow adjustments.
  • Monitored contact metrics daily, making adjustments to strategies to boost client satisfaction rates by 25%, consistently supporting service-level agreement adherence.
  • Collaborated with team of 15 in the development of initiative.
  • Generated monthly reports on contact metrics and lead conversion rates, providing actionable insights that resulted in a 52% boost in performance metrics.

Affiliations

  • American Marketing Association
  • Sales Enablement Society
  • Association of Data Management Professionals
  • Institute of Electrical and Electronics Engineers (IEEE)—CRM System Optimization Subcommittee
  • Data Science Association—CRM Automation Branch
  • Marketing Automation Association
  • Rotary International
  • Lions Club
  • Salesforce Trailblazers Network
  • Salesforce Certified Professionals Network

Certifications

  • Certified Data Privacy Solutions Engineer (CDPSE) - Beacon Labs/2022
  • HubSpot Inbound Marketing Certification 2023
  • Salesforce
  • Microsoft Dynamics 365 Fundamentals (CRM) Certification - 2022
  • CompTIA Security+
  • Google Analytics Individual Qualification (GAIQ) - 2022
  • CompTIA A+ IT Certification 2019
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Success Manager (CCSM) - 2020

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