Ambitious Executive who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Manages high performance teams by developing and motivating skilled professionals. Driven to manage Strategic Partnerships amongst a reputable client base.
Customer Experience Initiatives:
Responsible for the company's overall Customer satisfaction.
Manages team of 63 professionals.
Strengthened company's business by leading implementation of Customer Satisfaction initiatives.
Increased Call Center productivity by 15% through a variety of process improvements.
Spearheaded several key Strategic Partnership integrations resulting in a 20% increase in revenue.
Manage Team responsible for Key Account satisfaction and growth through continual focus and attention to detail.
Oversee the performance of the Strategic Business Development Team
Developed and managed the implementation of detailed project plans for new and existing Strategic Accounts
Maintained adherence to the timeliness and overall communication of new account integration as well as new processes to Strategic Accounts and internal departments
Identified revenue growth opportunities within existing Account base
Identified specific Account trends through data analytics
Developed and implemented procedures pertinent to the effective and efficient operation of the Customer Service Department.
Monitored programs and procedures to ensure the on-time delivery and Customer satisfaction.
Set performance standards to meet service goals of company.
Coached Customer Service Team in order to achieve high performance.
Provided feedback to all pertinent internal departments to ensure all Customers have accurate, timely and satisfactory information/service.
Assured seamless integration of new accounts into the HomeDirect system.
Facilitated Business Integration calls while simultaneously communicating account requirements to the respective HomeDirect internal departments.
Responsible for the successful start-up process for all new business while acting as the quality check prior to handling any shipments.
Conducted Customer satisfaction surveys for all new accounts to ensure successful integration and implementation.
Performed monthly updates of all performance metrics pertaining to the Company's quality system
Developed and directed strategy for launch of new product that became #1 in the market place 3 months after the launch.
Created new revenue streams through implementing Customer Incentive programs for organic growth.
Managed Team of 8 professionals who were responsible for the overall service and satisfaction of the Illinois Customer base.
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