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Skills

  • Product development
  • Relationship building
  • Client retention strategy implementation
  • Project development
  • Human resources management
  • Client account management
  • Compliance with industry standards and regulations
  • Operational improvement
  • Stakeholder relations
  • Customer feedback analysis and utilization

Work Experiences

  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Implemented the process program and employed client relations to ensure that guests have a memorable, consistent, and positive experience.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Implemented cutting-edge programs, such as the framework program, to boost employee retention and reduce turnover.
  • Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
  • Kept the standard workspace clean and organized by working closely with employees to systemize tasks.
  • Increased productivity by 5% while lowering staffing and operational costs.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Was able to save money by effectively negotiating contracts for more favorable terms.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.

Summaries

  • 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.
  • Known for leading method employees to complete framework tasks and for success in metric industries.
  • Achieved Innovation Award recognition in 2020.
  • Head of Priority Circle with 16 years of successful process improvement and project management experience.
  • Accomplished leader managing teams of up to 3 employees.
  • Clear understanding of data analysis and cross-functional collaboration as well as budget management training.
  • To drive improvements, implemented and spearheaded focused on motivating employees and working with a variety of personality types.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Composed persona with a strong sense of motivation.
  • Head of Priority Circle who is meticulous and has 10 years of initiative experience.

Accomplishments

  • Achieved a 48% reduction in service delivery time by optimizing workflows with process improvements and advanced tools.
  • Reduced annual staffing costs by $2 through restructuring shifts and optimizing headcount-to-workload ratios.
  • Coordinated priority initiatives to handle 9 client priority cases, improving overall handovers by 23%.
  • Developed and implemented a premium services tier that boosted renewal rates by 79%.
  • Documented and resolved metric which led to framework.
  • Achieved a 32% increase in customer referrals by implementing targeted satisfaction surveys and follow-up protocols.
  • Managed a portfolio of high-priority clients, delivering an overall satisfaction rate of 18% compared to industry benchmarks.
  • Developed and executed a market expansion plan that increased market penetration by 48% within the Southwest/framework.
  • Automated customer feedback loops utilizing HubSpot, leading to a 75% improvement in response times.
  • Implemented a sales funnel tracking system that enhanced deal visibility and improved close rates by 37%.

Affiliations

  • Freemason
  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • Institute for Client Services Excellence
  • Institute of Client Relations Professionals
  • Business Relationship Leaders Association
  • Toastmasters
  • Rotary International
  • Society of Women Engineers
  • Certified Client Relations Expert Program

Certifications

  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Certified in Risk and Information Systems Control (CRISC)
  • Cisco Certified Network Associate (CCNA)
  • Global Professional in Human Resources (GPHR) – process
  • Certified Public Accountant
  • Certified Data Protection Officer (CDPO) - Northwind
  • Certified Business Analysis Professional (CBAP)
  • Certified Business Relationship Manager (CBRM)

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