Entrepreneurial and energetic Client Success and Business Operations Manager offering ten plus years of experience. Well-versed in strategic planning, marketing, best practices, and process improvement.
Highly skilled in identifying trends, developing solutions, project management, and capitalizing on emerging opportunities, and establishing lucrative customer relationships. Years of experience in various market sectors to include government and private sectors. Focused and driven to creating an exceptional customer experience and results. U.S. Army Veteran.
Skills
Relationship building and management
Revenue Generation
Operations
Marketing
Account management
Business development and planning
Strategic Planning
Key decision making
New Business Development
Cold Calling
Relationship building and rapport
PROFESSIONAL EXPERIENCE
Business Operations and Sales Development Manager, 05/2018 - Current MVP TRANSFORMATION FITNESS – City, STATE,
Properly manage and maintain business operational budget, and expenditure decision-making based on goals and measures.
Create effective sales promotions and marketing strategies to increase sales by 50% during initial three years of business.
Devised strategies to boost membership sales and drive referrals due to focus on prioritizing excellent customer experience.
Effectively conduct community outreach, relationship building, and marketing and branding efforts.
Maintain online presence across all social media channels, creating opportunities to engage and grow core audience.
Develop and manage production of all video and audio content to engage core audience and delivers on goals.
Recruited, hired, mentored, and trained five staff on business procedures, policies, duties, and customer care methods.
Worked with existing members to increase purchases of products and services (maximized their spending and retention).
Senior Associate Advocate-Customer Relations, 01/2011 - 01/2018 UNITED STATES DEPARTMENT OF TREASURY – City, STATE,
Serving as a federal government customer advocate drawing upon a broad scope of industry knowledge and relationship building to provide strategic consultative services to 195 + customers seeking assistance to resolve diverse account issues.
Cross-functionally interfaces with other departments within compliance of the service-level agreement (SLA) by providing recommendations and resolution strategies to foster customer success.
Resourcefully conduct root-cause analysis, in-depth on 100's of account research, and needs analysis, gather requirements, and make recommendations to support issue resolution.
Strategically analyze data gathered and develop solutions or alternative methods of proceeding.
Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Effectively managed $75 million in governmental and municipality portfolio clients to include actively managing the #1 client within a highly competitive division.
Led 20+ new client implementations and deployment projects to generate $30 million in new business, along with managing top client portfolios and spearheading matrices / benchmarks to increase services success.
Interfaced between client and organization to drive client satisfaction rates and execute targeted business objectives, along with leading quality-focused teams in completing technical implementation projects, maximizing new business opportunities-upselling, handling cost-effective contract management, and creating value-added initiatives.
Engaged client management best practices including relationship management, expectation setting, strategic and tactical planning, and the translation of client goals and objectives into proper project plans.
Measured client success by managing survey administration, milestones, and matrices using client feedback to maximize new opportunities.
Increased client recovery rates by developing forward-thinking new client services strategies to provide an amnesty program, and worked with operations to create a successful campaign model.
Drafted letters, charts and financial reports to keep staff informed of progress.
Evaluated customers' potential needs to make appropriate recommendations (to upsell new products or services).
Education
MBA: , Expected in 2014 - Jack Welch Management Institute - Washington, DC, GPA:
Post Graduate: Psychology Teacher Education, Expected in 2012 - Walden University - Minneapolis, MN GPA:
Online Instructor Certification: , Expected in 2012 - Walden University - Minneapolis, MN, GPA:
Master of Science: Psychology, Culture, Expected in 2011 - WALDEN UNIVERSITY - , GPA:
BBA: Business Management, Expected in 2005 - Strayer University - Washington, DC GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
