Experienced strategic relationship-builder able to enhance internal and external customer relationships. Demonstrated success in negotiation, problem-solving, program management, customer satisfaction and process improvement. Exceptional people and program manager with expertise in leading teams to deliver results along with proven ability to communicate globally with people from diverse backgrounds. Accomplished speaker and facilitator at national conferences.
Strong organizational skills
Sharp problem solver
Customer service expert
Launched well-received program of professional development courses for all staff.
Mentored and coached employees resulting in a 12% increase in productivity.
Played an instrumental role in increasing customer satisfaction ratings index from [number]% to [number]% within [number] years as Customer Service Manager. Managed call flow with up to [number] calls in queue per minute.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Manager,Product Services August 2012 to December 2013Cherwell Software － Colorado Springs, CO
Built Product Services department and effectively managed 75% growth in 12 months.
Significantly improved launch activity coordination and communication.
Work closely with Sales, Client Relations, Professional Services and Support to address product related issues that are negatively impacting customers or creating a road block to sales.
Manager, Shared Support Services May 2011 to July 2012Shared Support Services － Foster City, CA
Implemented a consolidated frontline global support operation for SaaS expense, travel and procurement solutions.
Built a frontline support team, processes, created and facilitated merchant training for the launch of a new e-commerce offering.
Managed conversion from proprietary CRM to SalesForce.com.
Implemented and administered Five9 hosted contact center solution.
Collaborated with Intuit customer service and program management to define a support process for, QuickBooks EasySaver, a new service offering.
Board Chair and Acting Executive Director January 2009 to January 2011FutureSelf － Colorado Springs, CO
Increased confidence in the viability of FutureSelf within the non-profit community by proactively reaching out to key community leaders and stakeholders.
Provided financial analysis and management which resulted in 17% revenue growth in 2010.
Developed donor communication plan which increased individual donations by 40%.
Director January 2000 to January 2009Support, Global Client Relations and Maintenance － Colorado Springs, CO
Aligned business requirements and operational strategies ensuring customer satisfaction, customer retention and consistent revenue growth for 22 consecutive quarters. The business recognized a 33% maintenance revenue growth over a five year period.
Acted as single point of contact for strategically key customers including the planning and facilitating of quarterly business reviews.
Raised 700K in additional maintenance contract renewal, additional product and service sales revenue through personal management of escalated customer accounts during a six month period.
Managed the implementation of Follow-The-Sun Support.
Led the entire technical support team through management transition. During the transition support was provided for partners and end users 1st - 3rd level support. ◦ 15,000 calls per month; 88% average customer satisfaction
Generated $24K per month by implementing a new pay per issue support system.
Managed and coordinated the transition of the customer care department from California to Colorado, including: hiring a new team, training and communication to internal and external customers.
BA : 2015Regis University － Colorado Springs, CO, USRegis University, Colorado Springs, CO BA Organization Development - anticipated 2015 Training and Organizations
Experienced strategic relationship-builder able to enhance internal and external customer relationships. Demonstrated success in negotiation, problem-solving, program management, customer satisfaction and process improvement. Exceptional people and program manager with expertise in leading teams to deliver results along with proven ability to communicate globally with people from diverse backgrounds. Accomplished speaker and facilitator at national conferences
Sales, Training, Solutions, Business Requirements, Customer Accounts, Maintenance, Sales Revenue, Satisfaction, Service Sales, Sun, Technical Support, Client Relations, To Sales, With Sales, Financial Analysis, Crm, Customer Relationship Management, Customer Service, Procurement, Program Management, Project Management, Quickbooks, Receptionist, Retail Sales, Saas, Salesforce.com, Software As A Service, Help Desk, Itil, Problem-solving, Process Improvement, Program Manager
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Companies Worked For:
Shared Support Services
Support, Global Client Relations and Maintenance
Job Titles Held:
Manager, Shared Support Services
Board Chair and Acting Executive Director
BA : 2015
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