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Skills

  • Change Management
  • Negotiation
  • Resource allocation
  • First Aid/CPR
  • Cost-reduction initiatives
  • Program oversight
  • Business operations
  • Client Retention Strategies
  • Business Administration
  • Global operations management

Work Experiences

  • Oversaw the company budget of $12 by creating a complex financial model that tracked and validated expenses.
  • Reduced regulatory risks by ensuring that all projects followed insurance and safety regulations.
  • Championed a global customer success program.
  • Cut costs by overhauling and streamlining contract bidding and procurement processes to ensure that materials and services were purchased at the best possible price.
  • Assessed the effectiveness of the product development strategy and devised alternate approaches to meet the objectives.
  • Achieved a 53% improvement in first-call resolution rates.
  • Aligned messaging and KPIs across 2 continents.
  • Championed a global customer success program, contributing to the company being recognized as Excellence Award in industry service excellence.
  • Accomplished this within 2018.
  • Achieved a 53% rise in customer base.

Summaries

  • Clear understanding of cross-functional collaboration and performance reporting as well as team leadership training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Results-driven Miscellaneous executive with a proven track record of streamlining operations, increasing profits, and increasing market penetration.
  • Entrepreneurial Sales Engineer with excellent business acumen and proven history of driving technical sales and revenue growth. Friendly and outgoing with natural ability to build key relationships through communication, customer service, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Interfacing and consulting on business processes that drive results based on sound overall business judgment are both results-oriented.
  • With 10 years of experience aligning systems with business requirements, policies, and regulatory requirements, I am a performance-driven strategic thinker, problem solver, and leader.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • With accomplishments in sales, marketing, advertising, and executive management, she is forward-thinking and proactive.
  • Within Miscellaneous, senior Vice President, Global Services and outstanding performer in team leadership and client relations.

Accomplishments

  • Coordinated the international rollout of ERP solutions across 16 regions, reducing time-to-market for services by 77%.
  • Successfully renegotiated contracts in 18 global regions, improving terms of service while reducing vendor management costs by 51%.
  • Designed and launched training programs for global service teams, raising employee performance by 56% and reducing onboarding time by 5 months.
  • Reduced operational costs by 75% by implementing an outsourcing initiative with partners in Raleigh, maintaining high-quality SLAs.
  • Secured PMP, establishing Cedar Works as a certified provider in Austin, opening up 6 new revenue streams.
  • Spearheaded a strategic initiative to standardize service offerings across 3 regions, resulting in a cost-saving of 72% annually.
  • Championed the implementation of ServiceNow, improving service response times by 45% and enhancing customer satisfaction scores by 41% points.
  • Resolved product issue through consumer testing.
  • Directed global operations of 3 international teams, resulting in a 57% cost reduction and a significant improvement in frontline service efficiency.
  • Championed process automation, reducing manual inputs and speeding up service request handling times by 22% across 9 regions.

Affiliations

  • Association for Support Professionals (ASP)
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA)
  • Chief Customer Officer (CCO) Network
  • Global Leadership Network
  • Society for Human Resource Management (SHRM) – Focus on global teams
  • Institute for International Business Communication (IIBC)
  • Executive Leadership Council (ELC)
  • Salesforce Certified Partner Network
  • Society of Human Resource Management

Certifications

  • Certified Customer Service Manager (CCSM)
  • Certified Global Business Professional (CGBP)
  • Certified International Project Manager (CIPM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • COBIT 5 Foundation Certification
  • CompTIA Security+
  • ServSafe
  • Project Management Professional (PMP)
  • Advanced Executive Management Program – Vantage

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