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Skills

  • Client account management
  • Budget development
  • Scheduling
  • Project organization
  • Relationship building
  • Team management
  • Stakeholder relations
  • Personnel training and development
  • Operational improvement
  • Recruitment

Work Experiences

  • By evaluating the effectiveness of initiative and metric projects, I was able to increase profits.
  • Increased revenue while also effectively targeting new markets by executing process improvement and risk assessment.
  • Increased profits by 18% in one year through a restructure of the business line.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Worked with assistant managers to open and close the process office, as well as handle large transactions and inventory management.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.

Summaries

  • Well-versed in vendor management and a stickler for deadlines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With 14 years of customer service experience, Manager of Client Services and Field Operations is insightful.
  • Develop strategic business partnerships and relationships.
  • Accomplished Manager of Client Services.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Expertise in technology and product development.
  • 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.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Manager of Client Services and Field Operations who is forward-thinking and knows a lot about risk assessment.

Accomplishments

  • Assumed responsibility for budgeting projects, improving cost predictability for field operations by 79%.
  • Facilitated cross-training among 13 team members, enhancing agility during high-volume service periods by 28%.
  • Designed a scalable resource management system that supported an annual client growth rate of 34%.
  • Championed the use of Jira, resulting in a 66% increase in the overall efficiency of field technicians.
  • Collaborated with team of 16 in the development of method.
  • Developed key KPIs that ensured tracking and reporting consistency, leading to a 24% improvement in response accuracy.
  • Supervised a cross-functional team of 7 field technicians and customer service agents, improving resolution times by 67%.
  • Led specialized training for 5 new hires, reducing onboarding time by 18 days and improving overall service delivery.
  • Collaborated with IT to develop a centralized service database that reduced information retrieval time by 17 minutes per inquiry.
  • Restructured regional territory management strategies, leading to reduced travel costs by 32% while maintaining service levels.

Affiliations

  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • Institute of Supply Chain and Logistics (ISCL) - Certification in Jira Deployment
  • American Management Association (AMA) - Leadership Training Program 2022
  • Freemason
  • International Council of Nurses
  • Rotary International
  • Association for Field Service Management and Operations (AFSMI)
  • Field Operations Research Group - Speaker in Advanced Client Communication
  • American Medical Informatics Association

Certifications

  • Advanced Certified Field Associate (ACFA)
  • Certified Customer Success Manager (CCSM) by SuccessHACKER
  • Project Management Professional (PMP) by framework
  • ITIL 4 Foundation Certification
  • Certified Revenue Cycle Representative (CRCR)
  • Certified Public Accountant
  • Lean Six Sigma Green Belt
  • Customer Success for Managers by SuccessCOACHING
  • Project Management Professional (PMP)
  • ServSafe

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