Kathleen Bouillon Email & Phone Number

Malvern, PA, US

• Manage more than 2000 customer service tickets with the goal of decreasing the overall count by 50% through the identification of anomalies and related analysis.
• Conduct daily reviews of Client Success KPIs to identify trends, gaps, and necessary remediation actions for improved performance. Analyze key metrics such as customer satisfaction and retention rates to surpass.
• Create and maintain comprehensive dashboards for effective monitoring and decision-making. Track important metrics, such as ticket volumes and resolution times to drive operational efficiency and customer satisfaction.
• Manage and oversee data cleanliness and optimization processes to ensure accurate and reliable results for analysis and reporting.
• Improve data accuracy by implementing robust data cleansing procedures, resulting in an error reduction of 33%+.
• Collaborate with Product and Dev Ops teams to define, implement, and monitor cross-functional processes, improving operational efficiency customer satisfaction, productivity, and project delivery timelines.

Malvern, PA, US

• Compiled contractor purchase orders, budgets, and cost projections in NetSuite.
• Onboarded 50-60 contractors, approve invoices, and schedule customer projects.
• Maintained bill event generation, project completions, and milestones; added contractor timesheets in Salesforce.
• Created 150+ training events and maintain registrants in CVENT and external websites.
• Responded to and addressed 20-30 customer inquiries daily through Zendesk.
• Built event reports and project budgets for year-to-year comparisons.

Malvern, PA, US

• Managed recruitment process including job postings, career fairs, applicant screening and tracking, interviewing, pre-employment background screening, extending offers, obtaining, and maintaining compliance on all.
• Conducted onboarding for new hires and managed the entire employee experience.
• Triaged employee relations issues and partnered with X managers to resolve situations.
• Facilitated open enrollment process and benefits administration, including employee communications and consulting on benefits.
• Designed and launched X organizational surveys focused on Diversity, Employee Engagement/Satisfaction, and NPS to build healthy organizational culture.
• Managed X monthly and quarterly employee recognition program initiatives.

Chesterfield, MO, US

• Developed and maintained the department’s Annual Operating Plan and business plan, managed forecasts and expenses, prepared budget status, and forecasting analysis reports, and analyzed budgets for allocation.
• Maintained Care Budget of $10K for project and employee recognition and collaborated with the leadership team to develop policies, processes, and team budgets.
• Collaborated with the leadership team to develop policies, processes, and team budgets.

Chesterfield, MO, US

• Supported SVP and Customer Business Executive by managing appointment scheduling, meetings, and travel for the SVP and department employees, maintaining seamless logistics and cost control.
• Facilitated the community outreach committee and coordinated X meetings, planned X community events, maintained budgets of $X, and disseminated communications; oversaw X employee recognition awards.
• Coordinated and attended X executive management and employee meetings including agenda prep, reports gathering, and documentation of meeting minutes.

Folsom, CA, US

• Project Analyst for the Market Redesign and Technology Upgrade (MRTU) project
• Generated project status reports and performance metrics to produce data-driven decision making
• Developed project communications sent to all internal and external customers

Santa Clara, CA, US

• Maintained project financials, tracked project timelines and monthly revenue, achieving accurate revenue reports
• Created and maintained the customer pricing quote system to ensure accuracy in tracking and reporting
• Managed department expense reports with no delinquencies, enabling employees to focus on projects
• Sustained customer relations by handling all customer inquiries from intake through resolution
• Designed consistent policies and processes to efficiently support 3 division managers across the U.S. and Canada

Santa Clara, CA, US

• Supported the VP of Professional Services, ensuring smooth day-to-day operations of the department

Oakland, California, US

• Senior HR Assistant (1995-2000) & HR Assistnat (1992-1995)
• Supervised 3 Senior HR Assistants with responsibility for goal setting, performance measurement, coaching, and development resulting in improved team efficiency and quicker turnaround on projects
• Managed the success of the 20-member Industrial Relations Team through coordination of the Industrial Labor Relations HR document and policy review preparation and distribution; created, built, and maintained the.
• Managed the department budget to ensure compliance with allocated resources and objectives
• Created and maintained a monthly newsletter to communicate with internal clients on department news and statistics regarding jobs filled, position turnover, and staffing changes
• Trained employees on SAP resulting in a smooth transition for the system upgrade

Masters Certificate, Applied Project Management

Bachelor Of Business Administration (B.B.A.) / Human Resource Management, Business Administration And Management, General

Organizational Leadership Certificate