Leading the Delivery Excellence Support organization at Corporate Visions, I oversee daily operations and drive strategic alignment with organizational goals. My role emphasizes cultivating a high-performance culture and leveraging technologies like TruVoice, vPlaybook, Zendesk, Notion, Tango, and Monday.com to enhance operational efficiency and team development without additional resources. I excel in fostering cross-functional collaborations to improve technology adoption and customer support… Show more Leading the Delivery Excellence Support organization at Corporate Visions, I oversee daily operations and drive strategic alignment with organizational goals. My role emphasizes cultivating a high-performance culture and leveraging technologies like TruVoice, vPlaybook, Zendesk, Notion, Tango, and Monday.com to enhance operational efficiency and team development without additional resources. I excel in fostering cross-functional collaborations to improve technology adoption and customer support processes, ensuring effective problem resolution and heightened customer satisfaction.Boosted Efficiency: Developed strategies that increased bookings by optimizing resource use.Impactful Leadership: Guided the Growth Technologies team by creating lead measures to enhance customer satisfaction and operational efficiency.Process Improvement: Significantly improved implementation and support, increasing system utilization and user satisfaction.Responsive Service: Reduced response times for Allego support issues by effectively managing timelines, and improving resolution rates and customer service.Workflow Optimization: Maintained and optimized workflows across platforms like Zendesk, Monday.com, and Workfront, significantly boosting customer adoption.KPI Development: Established critical performance indicators to track and enhance customer satisfaction, implementation success, and response times, leading to improved service delivery metrics. Show less

At ACD Direct, I managed client relationships and service delivery, ensuring alignment with strategic goals for growth and profitability. As the primary liaison between clients and internal teams, I drove client success through comprehensive service and support strategies.Boosted client retention by developing strategic client success plans and enhancing service delivery.Increased cross-sell and up-sell revenues through targeted client engagement and needs… Show more At ACD Direct, I managed client relationships and service delivery, ensuring alignment with strategic goals for growth and profitability. As the primary liaison between clients and internal teams, I drove client success through comprehensive service and support strategies.Boosted client retention by developing strategic client success plans and enhancing service delivery.Increased cross-sell and up-sell revenues through targeted client engagement and needs analysis.Improved service delivery compliance, aligning with critical success factors and metrics.Led API builds and integration projects, resulting in enhanced client service capabilities and satisfaction. Show less

In this role, I oversaw client service teams, providing leadership and strategic direction to enhance service delivery and client satisfaction. I developed and implemented policies and procedures to improve overall service quality.Streamlined client service operations, reducing process bottlenecks and improving service delivery time.Developed a client feedback system that increased actionable customer insights.Enhanced team productivity through effective training and… Show more In this role, I oversaw client service teams, providing leadership and strategic direction to enhance service delivery and client satisfaction. I developed and implemented policies and procedures to improve overall service quality.Streamlined client service operations, reducing process bottlenecks and improving service delivery time.Developed a client feedback system that increased actionable customer insights.Enhanced team productivity through effective training and development programs. Show less

As the Client Services Manager, I led the client services team, managing daily operations with a focus on maintaining high service standards and client satisfaction. I collaborated closely with other departments to ensure cohesive service delivery.Achieved the highest client satisfaction rating in 2020 across the department by maintaining rigorous service standards.Implemented a new ticketing system, leading to increased team efficiency and better client data management.

In this role, I managed key accounts, developing and nurturing client relationships while achieving sales targets. I fulfilled client needs and delivered solutions that met their expectations.Exceeded sales targets by identifying and seizing growth opportunities.Developed and maintained relationships with key account holders, boosting company reputation and client trust.Prepared clients for their upcoming pledge drives or peak commercial airing times by automating with… Show more In this role, I managed key accounts, developing and nurturing client relationships while achieving sales targets. I fulfilled client needs and delivered solutions that met their expectations.Exceeded sales targets by identifying and seizing growth opportunities.Developed and maintained relationships with key account holders, boosting company reputation and client trust.Prepared clients for their upcoming pledge drives or peak commercial airing times by automating with their payment processors and CRMs, creating customized reports, and scheduling within our call center to manage call volumes. Show less

As a Business Development Specialist at State Farm, I was responsible for driving the growth and expansion of the company's market presence. My role involved a multifaceted approach to identifying and developing new business opportunities, fostering client relationships, and implementing strategic sales initiatives.Market Expansion: Successfully identified and penetrated new markets, resulting in significant increases in revenue and client base. I conducted in-depth market analysis… Show more As a Business Development Specialist at State Farm, I was responsible for driving the growth and expansion of the company's market presence. My role involved a multifaceted approach to identifying and developing new business opportunities, fostering client relationships, and implementing strategic sales initiatives.Market Expansion: Successfully identified and penetrated new markets, resulting in significant increases in revenue and client base. I conducted in-depth market analysis to uncover potential areas for growth and tailored strategies to effectively enter those markets.Client Relationship Management: Developed and maintained strong relationships with key clients, ensuring long-term satisfaction and retention. I served as a trusted advisor, understanding their needs and providing tailored insurance solutions that aligned with their goals.Sales Strategy Development: Collaborated with internal teams to create and execute comprehensive sales strategies that drove business growth. This included crafting compelling proposals, delivering persuasive presentations, and negotiating deals that aligned with both client expectations and company objectives.Performance Optimization: Consistently met or exceeded sales targets by analyzing sales data, identifying areas for improvement, and adjusting strategies accordingly. I reported regularly to management on progress, challenges, and future plans, ensuring that the sales initiatives were aligned with the overall business goals.Customer-Centric Approach: Prioritized the needs and satisfaction of clients, which led to high levels of customer loyalty and positive referrals. My focus on delivering exceptional service was key to building and maintaining strong, long-lasting client relationships. Show less

As an Independent Life and Health Insurance Agent, I was responsible for helping individuals and families secure their financial futures by providing tailored insurance solutions that met their unique needs. My role required a deep understanding of life and health insurance products, as well as strong sales and client relationship management.Client Acquisition and Retention: Successfully built a diverse client base by identifying potential customers and providing them with… Show more As an Independent Life and Health Insurance Agent, I was responsible for helping individuals and families secure their financial futures by providing tailored insurance solutions that met their unique needs. My role required a deep understanding of life and health insurance products, as well as strong sales and client relationship management.Client Acquisition and Retention: Successfully built a diverse client base by identifying potential customers and providing them with personalized insurance plans. I utilized various lead generation strategies, including networking, referrals, and digital marketing, to grow my business. My focus on client satisfaction led to high retention rates and positive word-of-mouth referrals.Product Expertise: Demonstrated in-depth knowledge of life and health insurance products, including term life, whole life, universal life, and various health insurance plans. I educated clients on the benefits and features of each product, helping them make informed decisions that aligned with their long-term financial goals.Customized Insurance Solutions: Conducted thorough needs assessments to understand each client's specific circumstances, financial objectives, and risk tolerance. Based on this analysis, I recommended and customized insurance solutions that provided optimal coverage and peace of mind.Sales Strategy Implementation: Developed and executed effective sales strategies to meet and exceed sales targets. This included conducting presentations, handling objections, and closing sales. My ability to communicate complex insurance concepts in a clear and relatable manner was key to my success in converting prospects into clients.Regulatory Compliance: Ensured all sales and marketing activities were conducted in compliance with state regulations and industry standards. I stayed up-to-date with changes in insurance laws and regulations to provide clients with accurate and relevant information. Show less

I co-managed the call centers of the Credit Authorization/Credit Fraud Department with one other manager. I was responsible for coaching and developing two Authorization Supervisors and their teams of Authorizers, as well as, two ACS Systems Specialists. My primary responsibilities consisted of overseeing the development of Authorizer work schedules to ensure appropriate coverage based on staffing need projections, facilitating all departmental communication, recruiting, staffing, coordinating/… Show more I co-managed the call centers of the Credit Authorization/Credit Fraud Department with one other manager. I was responsible for coaching and developing two Authorization Supervisors and their teams of Authorizers, as well as, two ACS Systems Specialists. My primary responsibilities consisted of overseeing the development of Authorizer work schedules to ensure appropriate coverage based on staffing need projections, facilitating all departmental communication, recruiting, staffing, coordinating/ scheduling the new hire training process, and ensuring preparedness for peak seasons and special events. I held the Supervisory and Authorizer staff accountable for quality and production goals. I oversaw the completion of departmental projections, which included phone projections, instant credit projections, and staffing need projections. I worked on a task load that consisted of the field survey quality improvement initiatives, a retention action plan with quarterly updates, authorized user procedures, completion of monthly team communication per the department's communication map, SLA reports, and the department's scheduling opportunities plan. I reviewed credit history and lent credit lines up to $20,000 on my own and credit lines up to $50,000 with a second opinion. I skip-traced fraud accounts to locate suspects to recover losses. I was responsible for overseeing the department payroll each week and ensuring accurate time card records were kept for the department. I worked closely with the home office Human Resources department ensuring FMLA reporting was completed and all FMLA guidelines were being adhered to by my department. Show less