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Skills

  • Regulatory compliance
  • Business Planning
  • Client health monitoring
  • Business Administration
  • Customer service
  • Cross-functional team leadership
  • Business development strategy
  • Team management
  • Stakeholder engagement
  • Budgets

Work Experiences

  • Achieved results within the first 18 months.
  • Improved the supply chain to lower material costs and increase distribution efficiency.
  • Balanced owner satisfaction.
  • Achieved a 69% reduction in negative feedback.
  • Collaborated with data science teams.
  • Achieved Employee of the Year.
  • Was in charge of the P&L and corporate fiscal responsibility, which resulted in program.
  • By working together to develop integrated strategies, I was able to align organizational objectives with the company's mission, resulting in increased revenue, profit, and business growth.
  • Oversaw technological advancements in order to reduce waste and business bottlenecks.
  • Was in charge of daily administrative tasks such as client relations, team leadership, and stakeholder engagement.

Summaries

  • Achieved a customer satisfaction score of 79% in 2021.
  • Within Miscellaneous, senior Director of Owner Services and outstanding performer in project management and stakeholder engagement.
  • Forward-thinking Senior Executive with a track record of success in Miscellaneous over the course of a 4-year career.
  • With accomplishments in sales, marketing, advertising, and executive management, she is forward-thinking and proactive.
  • Operations, financial administration, and key program areas are all areas where she excels.
  • By effectively determining and meeting customer needs, implementing price models, and optimizing inventory control procedures, the network is expanded.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Director of Owner Services with 12 years of successful team leadership and vendor management experience.
  • As a key to success, a decisive leader promotes operational improvements, market expansion, and a positive corporate culture.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Conducted extensive review and overhaul of service protocols that led to a 63% faster resolution time of owner-related issues.
  • Enhanced the onboarding process for 9 owners, increasing initial satisfaction ratings by 54% within the first 18 months.
  • Incorporated a data-driven reporting structure, enabling a 60% faster recognition of potential service bottlenecks, leading to actionable improvements.
  • Developed comprehensive reports on service metrics, driving continuous improvement initiatives that reduced owner support requests by 66% over 18 months.
  • Led the rollout of new owner retention-focused service policies, achieving a 20% reduction in service cancellations YOY.
  • Implemented a CRM system with framework, providing target-focused solutions and increasing owner retention rates by 36%.
  • Investigated and resolved escalated owner issues, proactively reducing complaint volume by 55% and generating positive feedback from 12 key clients.
  • Scaled the owner services operation to meet increasing demand, doubling department efficiency within several months without sacrificing service quality.
  • Successfully negotiated service contracts, increasing profitability by 4% while maintaining service-level agreements (SLAs).
  • Guided an inter-departmental team in redesigning the owner's portal, improving user experience and driving a 28% increase in self-service interactions.

Affiliations

  • American Association of Service Coordinators (AASC)
  • Harvard Business Review Advisory Council
  • Society of Human Resource Management
  • Freemason
  • Digital Customer Care Excellence Group
  • Business Networking International (BNI)
  • International Association of Administrative Professionals
  • National Society of Leadership and Success (NSLS)
  • National Property Management Association (NPMA)
  • American Resort Development Association (ARDA)

Certifications

  • Microsoft Dynamics 365 Certified: Customer Service Functional Consultant Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • LinkedIn Learning: Managing Customer Relationships
  • First Aid/CPR Certified
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Zendesk Support Administrator Certification
  • Certified in Governance, Risk, and Compliance (CGRC)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) by ASQ

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