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Skills

  • Auditing networks
  • Feedback integration with product teams
  • Enterprise account management
  • Managing client relations
  • Customer Escalation Management
  • Delivering training
  • First Aid/CPR
  • Initiative equipment
  • KPI Tracking and Reporting
  • Financial goal adherence

Work Experiences

  • Achieved adoption by 17 clients.
  • Achieved 31% growth.
  • Achieved results within the first 6 months.
  • Was in charge of recruiting and hiring qualified candidates for key positions.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 20% increase in contract renewals.
  • Achieved excellence in client service in 2020.
  • Achieved a 24% reduction in service delivery costs.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Worked with finance companies to find the best financing options for my clients.

Summaries

  • Professional Services Manager with 4 years of successful performance reporting and quality assurance experience.
  • Built strong, trust-based relationships with enterprise clients.
  • Accomplished Professional Services Manager committed to helping small businesses achieve financial success. Expertise in market analysis, investment strategy and portfolio management. Detail-oriented and tech-savvy professional proficient in Power BI and HubSpot.
  • Aligned service delivery goals.
  • Achieved within 60% of targeted budgets.
  • Achieved 43% improvement in project completion rates.
  • Accomplished in presenting to C-level executives.
  • Adept at implementing cost-saving service delivery solutions that reduce expenses by 80% without compromising service quality or client satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Achieved client adoption by 8.

Accomplishments

  • Implemented new KPIs that improved client satisfaction ratings by 55% in 6 months.
  • Led the successful implementation of Jira, increasing service efficiency by 85% and customer satisfaction by 55%.
  • Collaborated with stakeholders to ensure compliance with CPA, reducing regulatory risks and audit findings by 66%.
  • Documented and resolved process which led to initiative.
  • Developed and launched a comprehensive staff training program that improved staff efficiency by 26% over three years.
  • Collaborated with team of 18 in the development of metric.
  • Created automated service delivery dashboards, reducing manual workload by 7 hours per 6 months and increasing real-time visibility.
  • Collaborated with finance and operations to reallocate budgets, saving the organization 4 in service costs within several months.
  • Redesigned resource allocation workflows, increasing resource utilization by 72% without additional hires.
  • Transitioned process improvement from concept to launch, achieving full platform adoption by 17 clients within first three years of release.

Affiliations

  • Association for Project Management (APM)
  • International Facility Management Association (IFMA)
  • Help Desk Institute (HDI) - Support Center Manager Role
  • American Society for Quality (ASQ) - Continuous Improvement Division
  • Association for Supply Chain Management (APICS)
  • International Association of Business Process Management Professionals (ABPMP)
  • American Medical Informatics Association
  • Association for Talent Development (ATD)
  • Service Level Management Forum (SLMF)
  • Association of Proposal Management Professionals (APMP)

Certifications

  • Salesforce
  • Certified Professional in Service Level Agreements (CPSLA)
  • Professional Services Leadership Program (PSLP)
  • Project Management Professional (PMP)
  • HubSpot Certified Trainer
  • Microsoft Certified: Power Platform Functional Consultant
  • SHRM Certified Professional (SHRM-CP)
  • Registered Professional Services Engineer (RPSE)
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)

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