Denise Hanson Email and Phone Number
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Encompassed with a commitment to personal and professional growth, I have constantly stepped out and fulfilled my ambitions, irrespective of what the world has to say or what challenges come my way. Now I am here leading my own business and continuously expanding the professional skills that allow me to bring value to any organization.I understand the critical role of customer satisfaction and retention in predicting business growth. As an accomplished Customer Experience professional, I have developed a profound understanding of the customer journey and different customer successful methodologies. I have also advanced my well-rounded skills in communication, client relationship building, customer service, and business analysis. Furthermore, I have fully honed my acumen in translating initiatives, equilibrating tasks, and achieving established goals in fast-paced and dynamic environments. I take great pride in all the qualities and strengths I have developed through the years. Some of them are:✓ Strengths in optimizing partner/customer experience by analyzing 11k+ UCaaS customer base.✓ Track record of improving EX, PX, and CX experience while ensuring partner growth, maximizing customer retention, and accelerating post-sales CSAT score.✓ A subject matter expert in formulating new strategic business goals, delivering KPI metrics, and enhancing partner and customer experience by conducting 300+ VOP & VOC calls.✓ Keynoted for stimulating organizational growth through customer success management.✓ Proficiencies in staff supervision and development, leading high-performing teams in a fast-paced environment.Attaining customer success in the age of technology and a competitive market requires a seasoned and results-driven professional to administer strategic directions consistently. My roles have allowed me to acquire excellent people skills to work under unpredictable circumstances. By emphasizing cordial, patient, and professional communication, I have overseen a remote and multicultural team environment, determining the best processes for efficient services.I enjoy meeting new people and hearing new perspectives. Please feel free to message me here on LinkedIn or email me at denisehanson18@gmail.com. Looking forward to adding value to you!Expertise: Software as a Service (SaaS), Customer Success, Customer Experience, Customer Retention, Project Management, Operations Management, Customer Relationship Management (CRM), CRM Integration, Customer Journey Mapping, Customer Advocacy, Business Analysis, Change Management, Team Management, Start-Ups
Grants Mainstreet Project
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Executive DirectorGrants Mainstreet Project Jul 2024 - Present
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Business OwnerDk Vacations Dec 2022 - Jun 2024In my capacity as a Business Owner, I strategically manage a full-service travel agency specializing in business and personal travel in adherence to standard procedures. I exhibit superb leadership skills to manage the business and keep track of customer transactions aptly. Leveraging leadership and management abilities, I strengthen the client base by leveraging innovative customer satisfaction & retention strategies and offering quality services. -
Business ConsultantWalts Tv Dec 2022 - Jan 2024Tempe, Az, UsWorking as a Consultant for Customer Experience, I leverage best practices to drive business automation, simplification, productivity increase, and cost-cutting. I represent Walt’s from a customer experience perspective, including collaborating with departments to manage claims, fulfillment, returns, & tech support. This role has allowed me to implement Amazon Connect Contact Center within the first 60 days with reduced cost worth $1,500 a month equating to $18k annually.Further, I execute the first-ever reporting of KPI metrics to determine key areas of improvement and make data-driven decisions. I analyze multiple CRMs for the business and identify roadblocks in the final stages of vendor selection. I reduce costs for the company by 26%, including evaluating NetSuite and Ship Hawk to simplify and automate processes. -
Director Customer ExperienceSigning Day Sports Jan 2022 - Nov 2022Scottsdale, Arizona, UsHaving served as a Director of Customer Experience, I directed the creation and implementation of customer experience strategy for B2B and B2C businesses. This involved enhancing UI/UX by driving priorities related to product development and led customer success to drive growth by 17% and upsell renewals. I utilized Salesforce to optimize ownership of sales operations and initiatives related to pre- and post-sales.Additionally, I successfully executed post notifications within the first 30 days as well as the creation of the CX & CS strategy. I implemented push notifications within the first 30 days, with a 41% of platform engagement increase in six (6) months. I drove the creation and execution of the first renewal strategy within two (2) weeks for 629 customers. Also, I onboarded 15,000+ high school football athletes in a two-month (2-month) timeframe on the platform. Due to my excellence, I formulated the business plan and model, including hiring 3 new staff and training the team on the organization’s culture and processes. Lastly, I implemented Salesforce, RingCentral, and playbooks, as well as defined business KPIs. -
Senior Director Partner ExperienceMitel Jun 2020 - Jan 2022Kanata, Ontario, CaAs a Senior Director – Partner Experience, I maneuvered cohesive tactical initiatives and delivered proactive support in updating go-to-market (GTM) models by ensuring seamless channel coordination with the post-sales team. I guaranteed efficient customer success models (CSM) support and onboarding. To enhance customer journey maps, I sustained productive business operations and fortified partner relationships. As a result, I achieved 12% cloud growth and retention, as well as optimized customer NPS by upgrading customer experiences.Further, I maximized partner and customer experience by uncovering common themes and gaps and employing active listening. I worked closely with partners and presented an entirely new business reporting structure model to improve the CX experience. I listened to the voice of the partners and customers and analyzed 11k+ customers globally, thus, increasing revenue with 9% CSAT of 9.2. Also, I reported to the VP of Customer Success during this model change with the pilot team for this new model. I utilized Gainsight, Tableau, and SAP to drive playbooks and generate KPIs in alignment with business goals. -
Senior Director Customer OnboardingMitel Mar 2019 - Jun 2020Kanata, Ontario, CaAs a Senior Director for Customer Onboarding, I oversaw a global & cross-functional team of 200+ across U.S., U.K., Australia, and The Philippines to streamline and automate business operations. This role has allowed me to establish competent teams by hiring 80+ team members between North America/Manila within six (6) months, achieving 32% growth in the UCaaS business. I interfaced with 20+ analysts/consultants on customer onboarding transformation.In addition, I directed the team in customer activation, order management, and training/billing to improve customer experience. By delivering strategic plans and coordinating with leaders & customers, I achieved high-priority goals and efficient operations. Moreover, I slashed cycle time from 74 to 35 days by spearheading a 4-month project and utilizing the Lean Six Sigma methodology.
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Director Of Na Order FulfillmentMitel 2017 - 2019Kanata, Ontario, CaUnder my leadership as a Director of North American (N.A.) Order Fulfillment, I executed a prudent vision to manage order fulfillment procedures across North America, the U.K., and Australia while providing guidance for the ShoreTel acquisition. I led the transition of the organization to a distribution model for the UC order fulfillment business across U.S., Canada, & AUS. I expanded the team from 26 to 119 in four (4) months while ensuring revenue growth.I sustained a budget of $9.8M+ (2018) to achieve cost reduction and led annual commission payouts of close to $9M. I secured N.A. fulfillment from Mesa, AZ, location by consolidating five (5) warehouses globally within six (6) months. I streamlined processes through system automation; thus, I was commended at the vendor’s User Conference in New York.
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Director Of Order Administration ProcessingMitel 2014 - 2017Kanata, Ontario, CaFor three (3) years as a Director of Order Administration Processing, I rendered top-notch leadership to 25+ geographically diverse team members in U.S. and Canada to exceed defined performance goals. By leading the direct service inventory team, I facilitated business operations and ensured continuous performance improvement. I actively participated in Kaizen training to drive simplification within an organization with 4k+ employees.Also, I led a direct service inventory team of 17 members in managing order-to-invoice and planned OEM products. By overseeing major IT transformation from Oracle to SAP and eight (8) other global ERP conversions following standard operating procedures, I supported order administration and inventory fulfillment for 17+ countries. To revolutionize planning and buying processes for OEM products, I employed policies to compile direct service inventory.
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Director Global ProcurementMitel 2008 - 2014Kanata, Ontario, CaAs a Director of Global Procurement since 2008, I have enhanced the delivery of service by aligning, integrating business processes, and using strategic roadmaps. I achieved $200k in annual savings by overseeing efficient cost-reduction initiatives and understanding existing customers’ business needs. To accelerate performance and fulfill client needs, I captained a team for global procurement across N.A. and U.K. Lastly, I procured products and services for cost centers organization-wide utilizing cost-savings tactics with suppliers.
Denise Hanson Skills
Denise Hanson Education Details
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Texas Tech UniversityAccounting And Business/Management
Frequently Asked Questions about Denise Hanson
What company does Denise Hanson work for?
Denise Hanson works for Grants Mainstreet Project
What is Denise Hanson's role at the current company?
Denise Hanson's current role is Customer Success & Experience Leader Bringing Value and Ensuring Customer Success through Leadership and Business Acumen.
What is Denise Hanson's email address?
Denise Hanson's email address is de****@****rts.com
What schools did Denise Hanson attend?
Denise Hanson attended Texas Tech University.
What are some of Denise Hanson's interests?
Denise Hanson has interest in Children, Hiking, Camping, Sports, Hunting, Fishing.
What skills is Denise Hanson known for?
Denise Hanson has skills like Telecommunications, Voip, Unified Communications, Telephony, Managed Services, Management, Call Centers, Ip, Sip, Analysis, Wireless, Operations Management.
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