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Skills

  • Supervision
  • Process optimization
  • Negotiation
  • Budgets
  • Communications
  • Process improvement
  • Budgeting
  • Business Development
  • Business Administration
  • Business communications

Work Experiences

  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Manufacturing service agreements and quality standards were negotiated by me.
  • Oversaw quality programs aimed at reducing late compliance activities.
  • Conducted supplier risk management assessments in order to evaluate the initiative program for senior management's planning purposes.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Achieved annual savings of $4.
  • Achieved results within 14 months.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Achieved results in under 10 months.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Senior Client Relations Manager is a skilled Senior Client Relations Manager who provides encouragement and feedback to help employees succeed.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Encouragement manager and analytical problem-solver with abilities in team building, leadership, and motivation, as well as strong customer relations and relationship-building skills.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Develop strategic business partnerships and relationships.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Tableau expertise.

Accomplishments

  • Increased contract renewal rates across Columbus or Miscellaneous by developing personalized account growth strategies.
  • Documented and resolved process which led to category.
  • Created and implemented a post-sale service strategy that decreased escalations by 59% and improved case resolution.
  • Improved the efficiency of client query resolutions by 56% through the introduction of automated workflows.
  • Led client contract negotiations resulting in a 59% revenue increase for 2015.
  • Collaborated with senior leadership to strategize account growth plans, resulting in 16 new business contracts worth $9.
  • Proactively identified and rectified client service gaps, improving retention rates by 51% over a one year period.
  • Developed client health scorecards used for monitoring key accounts, significantly reducing customer attrition by 46%.
  • Created performance tracking systems for customer service teams, increasing client NPS (Net Promoter Score) by 80%.
  • Effectively managed Profit & Loss (P&L) for 4 key accounts, increasing profitability by 74% year-over-year.

Affiliations

  • Association of Information Technology Professionals
  • American Society for Quality (ASQ)
  • Jaycees
  • Rotary International
  • American Marketing Association
  • American Management Association (AMA)
  • Lions Club
  • Association for Computing Machinery
  • Harvard Business School Executive Education Alumni
  • American Medical Informatics Association

Certifications

  • Certified Relationship Manager (CRM) through Moody’s Analytics
  • Certified Strategic Account Manager (CSAM) by the Strategic Account Management Association (SAMA)
  • LinkedIn Learning Certified in Strategic Account Growth Strategy
  • Harvard Business School Online Certificate in Negotiation Mastery
  • Certified Client Service Manager (CCSM) through the National Association of Client Relations Managers
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant
  • ServSafe
  • Salesforce

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