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Skills

  • Project management
  • Analytical skills
  • Distribution channel optimization
  • Business operations
  • Cross-functional team collaboration
  • Budgets
  • Client Satisfaction Audits
  • KPI tracking and performance analytics
  • Staff training and development
  • Supervision

Work Experiences

  • Advocated for new customer communication protocols.
  • Achieved 26% sales growth.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Campaign launched in 2022.
  • Accomplished growth over category.
  • Adapted strategies to increase market penetration.
  • Developed system metrics derived from raw company data to track improvements in organizational efficiency.
  • Achieved results within initiative.
  • Created detailed and pertinent reports to aid in business decision-making.
  • Transported ServiceNow to two years customer locations.

Summaries

  • Achieved cost savings of 59%.
  • Standard Management Analyst with extensive experience in financial, business development, and operations.
  • Clear understanding of performance reporting and project management as well as stakeholder engagement training.
  • Analytical thinker with a knack for business process analysis, delivering an average of $15 in cost savings while improving overall workflow efficiency organization-wide.
  • Business strategist focused on revenue generation.
  • Well-versed in working with employees and leaders to resolve control and procedural issues that are causing business operations to suffer.
  • Collaborative team player with a history of reducing project delivery timelines by 17 days, fostering deeper cross-departmental collaboration and minimizing operational downtime.
  • Costs were consistently reduced while profits were increased.
  • Client-focused consultant with a proven ability to gather and apply customer insights, resulting in service modifications that drove a 42% increase in customer satisfaction.
  • Collaborative leader with extensive experience resolving operational challenges, resulting in multiple process optimizations and receiving Outstanding Service Award for innovations in customer satisfaction.

Accomplishments

  • Supported the marketing team by utilizing customer segment data from Salesforce to run targeted campaigns, boosting lead conversion by 15%.
  • Executed customer feedback surveys, translating insights into measurable actions that improved service KPIs by 29% within three years.
  • Championed the integration of Salesforce CRM and automated reporting systems, reducing lead response time by 43% and improving deal closure rates.
  • Collaborated with IT and development teams to adopt Agile methodologies, reducing project completion time by 55% while maintaining quality.
  • Analyzed key performance metrics from Salesforce CRM, contributing to a 18% lift in customer retention for 2021.
  • Initiated and completed market analysis within Miscellaneous, resulting in a strategic shift that raised market share by 45%.
  • Delivered regular business reviews to 14 stakeholders, aligning product roadmaps with client objectives and ensuring 78% project success rate.
  • Optimized key customer journey stages, resulting in improved user satisfaction, reflected by a 44% increase in Net Promoter Score (NPS).
  • Spearheaded staff training programs, empowering the team with new competencies that resulted in 27% customer satisfaction improvements.
  • Collaborated on the creation of business development strategies for new markets, leading to a 14% expansion in the Pacific Northwest within 6 months.

Affiliations

  • Lions Club
  • American Marketing Association
  • Association for Talent Development (ATD) - learning & development in customer-facing roles
  • International Customer Service Association (ICSA)
  • International Institute of Business Analysis (IIBA)
  • Society of Women Engineers
  • Association of Information Technology Professionals
  • Rotary International
  • Certified Customer Experience Professional (CCXP) Lean
  • Freemason

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Fundamentals of Digital Marketing by Google
  • CCXP – Certified Customer Experience Professional
  • Certified Business Planning and Strategy Professional (CBSP)
  • Customer Success Manager (CSM) Certification
  • Negotiation Mastery Certification from Harbor & Co.
  • Advanced Strategic Negotiations Certificate from process
  • Apple Certified Associate (ACA)
  • Advanced Business Strategy Certificate from system
  • CompTIA Security+

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