Leading Procurement Operations, I cultivated relationships with Fortune 500 companies in support of their procurement software in use within their organization. Under the guidance and direction of the CEO, I made these notable changes that had a tremendous impact on the success of the organization:✧ Developed and expanded new product and service areas generating multi million dollars in revenue.✧ Automating ticketing and response times maintained a 95% client retention rate and… Show more Leading Procurement Operations, I cultivated relationships with Fortune 500 companies in support of their procurement software in use within their organization. Under the guidance and direction of the CEO, I made these notable changes that had a tremendous impact on the success of the organization:✧ Developed and expanded new product and service areas generating multi million dollars in revenue.✧ Automating ticketing and response times maintained a 95% client retention rate and a 25% YoY client growth.✧ Creating two additional workstreams and integrating other policies and procedures increased the LOB gross margin by more than 50%.Focused on developing employees for their current and future roles; realizing everyone retains information differently, I updated existing training to include visual, auditory, and kinesthetic learning methods. Our training assessments increased YoY by incorporating existing technology and keeping training fun and interactive. More importantly, I promoted more than 50% of my employees, and overall employee retention improved by 25%.For the past two years, I have been awarded the “Best Performance by Senior Leadership.” My experience with The Shelby Group has been rewarding, and I continue to raise brand awareness by contributing as a blogger and SME for client webinars. Show less

Striving to improve the internal customer experience, I incorporated employee feedback and delivered actionable results.Instituting a new hire training and onboarding program increased the ticket processing speed and improved support tracking, monitoring, and reporting efforts. Instituting professional development initiatives and growth opportunities helped more than five employees advance their careers. Creating four additional workstreams, designing marketing… Show more Striving to improve the internal customer experience, I incorporated employee feedback and delivered actionable results.Instituting a new hire training and onboarding program increased the ticket processing speed and improved support tracking, monitoring, and reporting efforts. Instituting professional development initiatives and growth opportunities helped more than five employees advance their careers. Creating four additional workstreams, designing marketing materials, and growing the customer support business by incorporating a subscription-tiered model, we added 20 different clients. We reached the break-even point within two years. Show less

Even though Weichert had been operating effectively in 175 countries, I led expansion efforts starting up the Chicago office. As the Director of International Services, I guided the growth of a multimillion-dollar global portfolio. I fostered relationships through face-to-face meetings throughout Canada and the United States to better meet clients’ needs.Global relocation was our specialty, and even though I increased the consultant’s workload, up to 100 moves and relocations… Show more Even though Weichert had been operating effectively in 175 countries, I led expansion efforts starting up the Chicago office. As the Director of International Services, I guided the growth of a multimillion-dollar global portfolio. I fostered relationships through face-to-face meetings throughout Canada and the United States to better meet clients’ needs.Global relocation was our specialty, and even though I increased the consultant’s workload, up to 100 moves and relocations, my office had: ✧ 0% turnover. Impressive results for a satellite location.✧ Habitually obtained exceptional top box scores- 98% for service delivery and 97% for customer satisfaction.Providing real-time data gave the team flexibility to make adjustments and update processes to resolve service concerns immediately. Show less

Collectively, we deeply understood that the process of coordinating a move is a stressful experience for the employee and the family. Our commitment to alleviate that added stress and ease the burden of relocating set us apart.Offering full-service international assistance, my team of leaders, consultants, and associates was responsible for a multimillion-dollar portfolio that consisted of individual and Fortune 500 clients.In two years, we grew the client base from 6 to… Show more Collectively, we deeply understood that the process of coordinating a move is a stressful experience for the employee and the family. Our commitment to alleviate that added stress and ease the burden of relocating set us apart.Offering full-service international assistance, my team of leaders, consultants, and associates was responsible for a multimillion-dollar portfolio that consisted of individual and Fortune 500 clients.In two years, we grew the client base from 6 to 30 and added the largest global client in company history. Our relationships with our clients and the reputation for exceeding expectations grew referrals by 50%.Always working to improve processes, I created a user-friendly administration guide that improved client communication with accounting and reduced the turnaround time for reimbursable expenses.I managed the most prominent team within all regions and was delighted when they won the “Top Choice Team Award” in addition to my own award of “Best Performance by a Leader”. Show less

I exceeded clients’ expectations for six years, counseled clients on global relocation practices and regulations in 200+ countries. Directing a team of 10+ professionals, I improved service recovery efforts rescuing multi million dollars in potential lost revenue. Realizing the expense of having a revolving door of constantly training new hires, I led onboarding efforts that improved new hire retention from 60% to 95%. My team's efforts to personalize the client… Show more I exceeded clients’ expectations for six years, counseled clients on global relocation practices and regulations in 200+ countries. Directing a team of 10+ professionals, I improved service recovery efforts rescuing multi million dollars in potential lost revenue. Realizing the expense of having a revolving door of constantly training new hires, I led onboarding efforts that improved new hire retention from 60% to 95%. My team's efforts to personalize the client experience, combined with timely communication, were validated when we achieved and maintained a favorable customer rating of 4.56 out of 5. Show less