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Skills

  • Client retention strategy implementation
  • Organization
  • Customer acquisition and retention strategies
  • Compliance with industry standards and regulations
  • Business Development
  • Relationship development
  • Employee reviews
  • Client account management
  • Process improvement
  • CRM Software Proficiency (Adobe Creative Suite)

Work Experiences

  • Increased productivity by 5% while lowering staffing and operational costs.
  • Oversaw the efficiency of data analysis and workflow optimization on system shift, supervising 16 employees.
  • Played a key role in organizational transformation and implementation, and I was a part of a number of large-scale corporate restructurings that were successful.
  • Achieved Employee of the Year for excellence in client management by innovating new service levels and targeted outreach programs.
  • Used quality assurance and process improvement to cultivate and strengthen long-term client relationships.
  • Kept track of employee attendance and punctuality, quickly addressing repeat issues to avoid long-term habits.
  • Implemented employee engagement, gender diversity, and cultural programs, as well as a robust reporting tool to improve operational quality.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Meticulously reported issues to higher management, which resulted in initiative.
  • Implemented cutting-edge programs, such as the framework program, to boost employee retention and reduce turnover.

Summaries

  • 10 years of strategic Head of Priority Circle experience leading and overseeing category and program business activities.
  • Head of Priority Circle who is forward-thinking and knows a lot about project management.
  • Expert in process industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Develop strategic business partnerships and relationships.
  • Clear understanding of data analysis and cross-functional collaboration as well as budget management training.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • With 9 years of experience planning, leading, and improving client relations functions, I am an enthusiastic leader.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Documented and resolved metric which led to framework.
  • Executed a strategic digital transformation for Salesforce, increasing service efficiency and accessibility by 18%.
  • Mitigated service disruptions in high-priority accounts by implementing a proactive conflict resolution framework, increasing retention by 81%.
  • Collaborated with cross-functional teams to streamline operational processes, reducing down-time by 31%.
  • Collaborated with team of 14 in the development of program.
  • Directed a team of 13 employees in delivering a seamless digital experience, leading to a 61% increase in user satisfaction.
  • Engineered a new service architecture, eliminating bottlenecks and delivering 66% faster issue resolution times.
  • Introduced a feedback-driven coaching system, empowering employees to enhance skills and performance by 47%.
  • Delivered Scrum Master standard processes that reduced cycle times by 69% across multiple verticals.
  • Resolved product issue through consumer testing.

Affiliations

  • Rotary International
  • Institute of Leadership and Management
  • American Medical Informatics Association
  • Account Management Education and Research Council
  • Business Development Council
  • Strategic Account Partners Association
  • Global Strategic Business Leadership Network
  • Institute for Client Services Excellence
  • International Business Strategists Organization
  • Business Relationship Leaders Association

Certifications

  • Certified in Risk and Information Systems Control (CRISC)
  • Lean Six Sigma Black Belt (LSSBB)
  • Executive Certificate in Financial Planning, framework
  • Digital Transformation Strategy Certificate, framework
  • CompTIA Security+
  • Certified Commercial Investment Member (CCIM) - Vantage
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Systems Auditor (CISA) - program
  • Cisco Certified Network Associate (CCNA)

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