Delia Pepper Email & Phone Number

Remote

• Inaugural winner of company-wide Operating Principles Award for embodying company values, including “Take ownership — and be a team player,” and “Build a track record of getting it right.”
• Managing multi-team programs and projects to ensure successful, on-time delivery of revenue-critical goals.

• Revamped internal revenue generation efforts, achieving 28% more expanded revenue than the previous year, despite a 10% decrease in client pool. Outperformed all previous internal revenue generation efforts by.
• Outperformed company’s reach goal of keeping department revenue flat, instead securing an increase of 3.6% monthly recurring revenue (MRR) in the face of shrinking sales.
• Managed team of Assistant Directors and their reports, provided guidance & support to department leaders to meet key metrics, including client satisfaction, retention, renewals, and growth. Oversaw the management of.
• Led the department through a significant reduction in force. Authored and proposed an alternative layoff plan, which was accepted, to limit the effects on key personnel and reduce damage to team morale. Communicated.
• Collaborated with other department heads, executive leadership, and HR to facilitate an interdepartmental merge, as well as communicate changes to benefits and policies.
• Piloted and developed a successful new privacy service offering, from initial conception to release. Included market research, product design & fulfillment plan, pricing and margin calculations, sales & marketing.

• Led 3 teams in client onboarding and account management and spearheaded process development across the department.
• Secured a 40% reduction in time and resources needed to onboard incoming clients, while reducing client concerns/complaints by 80% by overhauling the client experience and onboarding process.
• Created a 90% reduction in servicing costs of low-value accounts by developing a new, more scalable fulfillment model to meet high-level company goals. Expanded the model to improve profit margins department-wide from.
• Mediated a new relationship between service and sales teams to foster efficient collaboration, remove communication obstacles, and refine new service offerings.
• Crafted and led an ongoing development course for people managers with readings, reflection exercises, and active discussion sessions reflective of roles.
• Successfully managed teams through the pandemic and transition to remote-first work. Created flexible work environments and personalized success plans for each team member while maintaining team KPIs and strong work.

Lancaster, Pennsylvania, United States

• Led teams using a servant leadership philosophy, managing both early-career Gen Z and mid-career professionals. Developed and executed custom coaching plans to improve performance, resulting in several promotions as.
• Managed teams through a period of rapid growth as the department doubled in size. Helmed interviewing, hiring, and training for dozens of new employees.
• Co-created a new Assistant Manager position, including analyzing departmental needs, reorganizing team structure, constructing a new training curriculum, and coaching first-time managers.
• Developed and delivered numerous internal processes and hands-on training curriculums, including client retention and communication workshops, new hire onboarding, ongoing development, cross-team events, and a peer.
• Revamped an underperforming service offering, including crafting new company-wide case studies and sales collateral, and retraining for service and sales teams.

Lancaster, Pennsylvania Area

• Led a team of 12 customer success managers. Orchestrated professional development, performance reviews, and hands-on coaching and off-boarding for elevated performance issues.
• Consistently out-performed department KPIs, including an 81% client contract renewal rate (dept. average: 67%) and a 24% expanded revenue rate (dept. average: 7%)
• Managed ~$1M in annual revenue; oversaw 130-150 client accounts.
• Rectified escalated client concerns such as contract terminations, failed payments, account transfers, and customer dissatisfaction.

Lancaster, Pennsylvania Area

• Managed 20+ high-profile client accounts, with a focus on client education and problem-solving, retention, and revenue expansion.
• Crafted customized SEO tactics to optimize the online presence of clients through personal branded websites, written content, and custom social media strategy.

Core Credential Of Readiness, Completed With High Honors

• Business Analytics • Economics for Managers • Financial Accounting

Bachelor Of Arts - Ba, English Literature And Psychology, Summa Cum Laude

Activities and Societies: Vice President of Harbaugh Club | Research Assistant in Social Psychology Lab • Phi Beta Kappa National Honors.