Capable Relationship Manager experienced in developing customized solutions to meet wide-ranging customer needs. Strong collaborator and active listener with excellent verbal and written communication skills. Offering 13-year track record of success in Aviation. Talented and relationship-driven Customer Experience Manager with solid leverages data-driven approaches to maximize business profits. Excellent communication, planning and problem-solving abilities.
Skills
Revenue Generation
Business analytics
Troubleshooting
User feedback
Client renewals and prospecting
Best practices
Client relationship management
Customer service and support
Training Oversight
Company branding
Policy and procedure adherence
Education
University of PhoenixOnline, Expected in 05/2010 ā āAssociates:Computer Science Networking/ IT Systems Management - GPA:
USAFItaly, Expected in 04/2007 ā ā-USAF-Airman Leadership School: - GPA:
Huntington HighWest Virginia, Expected in 06/2000 ā āDate of diploma, Date of Diploma: - GPA:
Work History
Verizon Communications - Government Account Manager Cleveland, TN, 09/2009 - Current
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Drove operational improvements which resulted in savings and improved profit margins.
Monitored social media and online sources for industry trends.
Developed team communications and information for Squadron Commander meetings.
Handled 200 calls per quarter to address customer inquiries and concerns within squadron.
Resolved countless problems, improved operations and provided exceptional client support.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Saved $250,000.00 by implementing cost-saving initiatives that addressed long-standing problems.
Worked with maintenance customers to understand needs and provide time saving service.
Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Identified, researched and resolved billing variances to maintain system accuracy and currency.
Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Warnermedia - Client Success Manager NH, State, 05/2008 - Current
Worked with Maintenance and Aviation departments to facilitate communication and deliver personalized solutions to customers.
Generated new business models and referred clients in partnership with financial advisors and branch team.
Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
Assist with event planning, including working with vendors, event coordinators, and design teams for on-site collateral
Work with VPās in development and maintenance of client and agency relationships
Successfully manage to any related KPIs such as revenue growth, client satisfaction, etc set forth by Client Success management
Supports the evaluation and selection of third-party advertising, marketing collateral, and related service providers
Responsible for finalizing media plan & making adjustments to media plan post sale
Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
Reviewed products and user documentation to assess compliance with client success processes.
Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
Kion Group - Program Manager Peachtree Corners, GA, 05/2008 - Current
Helped numerous individuals in shop with; software installation, printer errors, spreadsheets, and other Microsoft suite programs.
Extensive knowledge in translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of programming language.
Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing resulting data into charts showing information flow.
Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts.
While working in this capacity have taken care of planning sequence of actions necessary to accomplish assignment; and personally have been responsible for segments of overall project.
Have experience in developing modifications to parts of system that required significant revisions in logic or techniques used in original development.
Physical building of Computers and creating operational systems for individuals outside of work to bring peace of mind to families who do not possess skills required.
Excellent problem solving skills ā able to identify, analyze and propose solutions to technical and business issues.
Excellent time management, multi-tasking and organizational skills.
Demonstrated ability to work in fast-paced environment and manage multiple work streams.
Assess risk using financial, statistical and economic data and create manageable solutions.
Evaluate emerging technologies for suitability and competitive advantage.
Prepare project documentation, status reporting, policies, procedures and reports assigned by management.
Can work independently.
Promote teamwork within team and foster cooperation with other groups and departments.
Currently working on Microsoft certifications.
Maintained tight production timetables and quality standards to give audiences exceptional offerings.
Delivered training for staff development, change management and materials, process and technical controls.
Interacted with customers and clients to identify business needs and requirements.
Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Improved success of program by making proactive adjustments to operations.
Created and presented data using MS Excel spreadsheets and other MS Office tools.
Controlled resources and assets for Support department activities for compliance with industry standards and government regulations
Supported operational and functional programs by nurturing professional relationships with community members.
Trained 350 personnel in Air Force equipment maintenance and enforced participation in exercises focused on developing proficiency.
Launched quality assurance practices for each phase of development
Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
Instituted quality systems within organization encompassing training, corrective and preventative action.
Verified that design, operation and IT systems complied with applicable regulations.
Implemented and executed reviews of computer systems for compliance with state and federal regulations.
Resolved problems and provided solutions to customers by communicating requirements to subordinates.
Developed detailed plans based on broad guidance and direction.
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