Joyce Hardt Email & Phone Number

3400 Belvedere Blvd West Palm Beach, Fl

 Interview clients to gather employment history, education, and career objectives. Guide clients in job search techniques, resume crafting, and interview preparation. Engage in recruitment and enrollment initiatives. Follow up with clients to evaluate employment progress and additional needs.

West Palm Beach, Florida, United States

Lumen Technologies 2022 – PresentCustomer Success Consultant (CSC)• Construct and implement customer success plans, driving customer value realization• Manage customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives• Evaluate product and portal adoption maturity level and address roadblocks leveraging digital marketing slicks, adoption articles and other templates• Build value-based relationships with customers to optimize Customer Success plays while leveraging self-service• Share thought leadership with customers based on needs resulting in strengthened customer trust• Identify and qualify opportunities for expansion, partnering closely with sales• Implement revenue management practices driving accountability and goal alignment; revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth• Manage risks to customers’ success, identify root causes, define, and activate solutions, and deploy cross-functional support to resolve• Onboard new customers and partner with sales, delivery and support to ensure successful deployment of solutions and services including bill reviews and audits• Define and execute renewal methodology aligned with customer priorities to positively impact profit margins

Hempstead, New York, United States

• Provides leadership with team player approach to 3 Team Leaders and 18 Crisis Counselors working with individuals, families, groups, and communities impacted by COVID-19• Present NY Project Hope FEMA funded program to educate School Officials/ Deputy Commissioner/Career Counselors of Hempstead Works/ Hispanic Affairs Executive Director of the free, anonymous, and confidential support groups offered to incorporate into their own wellness curriculums • Serve as a liaison with New York State FEMA Field Coordinator with data reporting to ensure program goals are met

Hempstead, Ny

• Provided supervision to approximately 6-8 Crisis Counselors• Trained and managed Crisis Counselors to accurately complete data records of interactions with integrity and honesty• Built relationships with community/ faith-based organizations and local agencies to develop outreach opportunities to introduce helpful coping strategies related to COVID-19

Greater New York City Area

• Supported over 150 Applicants through debriefing and oversight of required credentials and developing relationships throughout the home restoration program • Assisted applicants with all program-related inquiries in an accurate and expeditious manner • Conducted meetings for the purpose of collecting data, educating, and training applicants about program requirements

• Deployed the Operational Readiness Plans with internal teams for technology releases to over 30,000 employees within five lines of business and 200+ Third Party vendors • Created policies and procedures that optimize the processes to ensure the same quality of service was presented to their staff• Led multiple weekly meetings with key stakeholders to ensure success for each of the six technology releases• Conducted focus groups to Level 1, Level 2 Agents and Unit Managers to analyze feedback and identify best practices• Implemented a central location to log and track issues to create succinct meeting focus resulting in immediate improvements

Greater New York City Area

• Led the Commercial Bank Online Banking Platform integration in the development of user stories, functional design documentation and testing artifacts under Agile methodology• Managed a contractor resource team to confirm that all aspects of the daily scrum were prepared in a timely manner and ensured accountability for the completion of assigned tasks

Greater New York City Area

• Led the implementation team that transitioned audio conferencing services from MCI and AT&T to over 350,000 employees worldwide• Created the Conferencing Unbillable Initiative to reduce internal chargebacks that could not be recovered reducing annual expenses by 86% through this process• Managed Project Managers and external Vendors in over 100+ North America video conference room installations; clearly articulated the implementation methodology to improve processes• Engaged Global Information Security (ISS) Officers to maintain compliance processes. Conference Calls were implemented into the Manager Exit Checklist form obtained by ISS website, globally

East Meadow, Ny

• Coordinated mediations between personal injury Attorneys and Insurance Adjusters resulting in over 76% profit for each case closed for the company

Phoenix, Arizona Area

• Presented, demonstrated and provided on-going customer service of audio and web products to new and existing accounts including Citi, JPMorgan Chase and Guardian Life Insurance

Account Conferencing Executive• Developed, maintained and supported existing executive level client relationships• Networked within the executive community to obtain new business leads and discover new business opportunities• Educated clients with proposed solutions that delivered audio, web and video capabilities resulting in business efficiency District Project Coordinator• Coordinated multi-functional operational units to develop customer product specifications, product definition and strategies, product launch, business planning/management, marketing and training initiatives• Identified customer issues and provided strategies that would streamline the process and ensured customer satisfaction through the entire implementationConferencing Field Specialist• Specialized in pre and post sales training initiatives for clients, including Citi and Smith Barney, globally• Integrated “benefit-to-customer solutions” to develop and expand existing base through quality assurance efforts as a soft sell in order to expose new products

Floyd Bennett Field, Brooklyn, Ny

• Educated a full government Business Skills curriculum by conducting hands-on training to young adults from the ages of 16-24 on typing, filing, resume writing and live, videotaped Interview techniques through the Department of Labor until graduation• Our team won 1st Place in the first National Business Skills competition against 7 other Job Corps

• Trained and educated clients on all Office Automation products. • Conducted pre and post sale demonstrations.

Casac-T, Credentialed Alcohol And Substance Abuse Counselor

Activities and Societies: Completed 350 hour requirement pending CASAC-T Certificate submitted to OSHA.

Continuing Education, Project Management, Certificate

Completed Project Management Course and received Certificate.

Associate Of Arts And Sciences - Aas, Business, Management, Marketing, And Related Support Services, 3.2

Alpha Beta Gamma National Business Society