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Skills

  • Team management
  • Business process redesign
  • MS Office
  • Executive-level reporting
  • Operational improvement
  • Data collection and analysis
  • Process optimization
  • Customer service
  • Supervision
  • Business operations

Work Experiences

  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Achieved a 50% boost in output during peak seasons.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Accounted for 54% of new business.
  • Automated workflow optimization.
  • Assessed employee performance over a two years period and provided constructive feedback to help them improve.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.

Summaries

  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Customer-focused professional with 4 years of experience in the Miscellaneous sector.
  • Executive Services Manager is a skilled Executive Services Manager who provides encouragement and feedback to help employees succeed.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Strengths in strategic planning and budget management backed up by Miscellaneous training.
  • Costs were consistently reduced while profits were increased.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Encouragement manager and analytical problem-solver with abilities in team building, leadership, and motivation, as well as strong customer relations and relationship-building skills.

Accomplishments

  • Orchestrated vendor contract renegotiation, realizing annual savings of $15 and improved service-level agreements in 2016.
  • Championed the standardization of vendor management processes, reducing time to resolution for vendor-related issues by 8 business days.
  • Developed and implemented a streamlined client escalation protocol, reducing incident resolution time by 44% and enhancing overall client satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Coordinated weekly cross-functional meetings that aligned 8 stakeholders on project deadlines, resulting in a 68% improvement in project completion rates.
  • Spearheaded overhaul of client service protocols, driving a 50% increase in customer satisfaction within 6 months.
  • Documented and resolved method which led to system.
  • Managed an internal infrastructure project to streamline operational workflows, reducing client handling time by 81% with zero adverse impact on service quality.
  • Collaborated with operations leadership to create a scalable onboarding process that accommodated a 68% increase in client inflow while maintaining a high level of service quality.
  • Developed a strategic client retention plan that reduced churn by 24% and increased revenue from key accounts by $18 over the past year.

Affiliations

  • International Council of Nurses
  • National Executive Services Managers Association (NESMA)
  • International Association of Administrative Professionals
  • Toastmasters
  • National Management Association (NMA)
  • Senior Executive Fellows Program, Harvard University Kennedy School 2024
  • American Marketing Association
  • Project Management Institute
  • Executive Women International (EWI) / Executive Network Participation
  • Leadership Excellence and Development Association (LEAD)

Certifications

  • Communication Strategies for Leaders by procedure
  • Certified Business Relationship Manager (CBRM) by Business Relationship Management Institute
  • Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association (CXPA)
  • Certified Associate in Project Management (CAPM) by Vantage
  • Key Account Management Certification by Strategic Account Management Association (SAMA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Sales Leadership Professional (CSLP) by Sales Management Association
  • Leadership and Management Certificate by Harvard Business School Online
  • Data-Driven Decision Making Certification by procedure
  • Net Promoter Score (NPS) Fundamentals by Harbor & Co.

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