Cynthia Lee Email & Phone Number

Jacksonville, Florida

Jacksonville, Florida Area

United States

Coordinated the implementation and ongoing customer support for a portfolio of 15 customers. Led and facilitated the account set up, implementation, training, billing, and ongoing support of Software Cloud Services. Managed the delivery of ongoing cloud technical services support including maintenance, change orders, change control, and software releases based on SAP Success Factor’s quarterly release schedule. Collaborated with Sales on Product Development, New Solutions, SOW content, upsells and renewals.🔶Received Excellence Award for outstanding achievement of 90% customers referenceable🔶Coached and mentored three junior Customer Success Managers resulting in two being promoted to Senior Customer Success Managers and taking on large customer engagements🔶Maintained and nurtured relationships with key personnel and C Suite Customers to build strong relationships based on trust, integrity, collaboration, joint goals and customer satisfaction which resulted in 100% contract renewals🔶Built relationships across the Finance, IT, Accounting, Product Management, Legal and Account Manager teams (approx. 40 plus individuals) which resulted in seamless delivery of services to the customer🔶Championed two compliance and security audits resulting in unqualified opinions (no incidents) as a result of leading audit support, user audits, regulation compliance, SOC1, SOC2, and ISO responsibilities🔶Drove customer adoption of SAP SuccessFactors and Salesforce by continually demonstrating value of product while keeping customer informed of latest release functionality and industry trends they can leverage to provide value to their organization which resulted in over 20 upsell change order opportunities achieved with a 10% increase in revenue

Jacksonville, Florida Area

Implementation of Aasonn’s first BPO Customer, a large Direct and Digital Marketing company with approximately 11,000 active and retirees. BPO services included HR, Benefits, Provider Enrollment, Leaves, Interfaces, Call Center services and SaaS support. Roll out occurred in a phased approach. Technology solution included the deployment of SAP SuccessFactors, Salesforce, InContact, Nextiva and GoodData for dashboard reporting. Managed the ongoing support including day to day support, issues management, conflict resolution, change management, change control, software maintenance and releases.🔶Designed and implemented new business processes to support the BPO business including the Customer Governance and Project Management processes that allowed for professional and consistent engagement with customers🔶Drove Customer Satisfaction and Retention through CSAT action planning process resulting in customer becoming referenceable🔶Improved overall SLA adherence from 82% to 93% by designing and implementing real time Dashboards and Reporting allowing the organization to more effectively monitor performance/KPIs (overo 30 KPIs) and complete any course correction performance real time to avoid SLA misses🔶Successfully turned profit from negative margin to a positive 20% 1-year ahead schedule by efficiently managing overall profitability

Jacksonville, Florida Area

Oversaw the Customer relationship for large projects including two Top 100 companies. Responsible for the overall budget, forecast and profitability of the accounts ($65m) including upsell revenue opportunities. Coordinated the planning, management of resources, and the scheduling of key tasks; produced status reports and completed risk management assessments throughout the project life cycle. 🔶Coordinated all Technology (software and hardware) and BPO services (HR, Payroll, Recruiting and Benefits) via a Global Team of 100+ HR and IT professionals across multiple regional Service Delivery Centers🔶Received Innovation and Excellence Award in 2013 for facilitating the automation of several transactional processes based on customer intelligence resulting in a margin improvement of 10%🔶Instrumental in winning $350M contract by leading the Customer relationship for a large, public sector Customer which included overall P&L responsibility 🔶2005 President’s Award Winner for outstanding delivery of Benefits (including payer process) and Payroll services to the Customer🔶Launched the first statewide, public sector IT/Human Resource business process outsourcing solution across the entire employment life cycle which supports 400,000 employees and retirees

Jacksonville, Florida Area

Responsible for managing a large BPO Service Center in support of a Public Sector Client