🚀 Customer Experience Account Manager with over 5 years in demonstrated results delivery and driving customer success.Hi, my name is Larry and I specialize in Customer Operations and offer critical and innovative process improvement skills. I have excellent project management and customer relationship management skills with demonstrated ability to work independently as well as in a larger team environment. I have successfully led and coordinated various projects and initiatives to drive success by using agile methodologies.Expertise:Written and Verbal CommunicationProject ManagementRisk AssessmentPost Sale ExecutionTeam ManagementProject DashboardsMetabaseJiraPowerBISalesforceBudget ManagementWFMCross-Functional CollaborationProject ExecutionProcess ImprovementMastery:Innovative ThinkingProactive Problem SolvingOrganizationDriving EfficiencyAt Convoy, I spearheaded operational streamlining efforts that resulted in a remarkable $3M+ increase in profitability. By managing and optimizing customer success teams, I achieved the lowest cost per shipment in the company's history. Through the introduction of effective SOPs, incidental costs were reduced by 50%, and profit margins soared by 17%. I led successful projects and customer onboarding initiatives, generating program profits of $8M and $17.5M in 2023 and 2022 respectively.During my tenure as a Customer Success Lead at CarMax Auto Finance, I implemented strategies that improved customer satisfaction and service levels. By driving customer efficiency initiatives, I achieved a 30% improvement in one-call resolution. I consistently exceeded volume quotas, enhanced customer sentiment by 20%. Additionally, I successfully transitioned the team from in-office to remote work, implementing effective remote-workforce strategies.As a General Manager at Eastern's Automotive Group, I maintained strong relationships with 50+ banks and credit unions, surpassing yearly finance targets. I revitalized an unprofitable location, exceeding sales targets and driving profitability. By enhancing the company's ability to secure financing for customers, I improved transaction rates and customer satisfaction.My focus is always on cost reduction, customer sentiment, profit maximization, as well as project planning and administration.If you're seeking a dedicated Customer Success or Account Manager with a proven track record of success, I invite you to connect with me. I am open to exciting opportunities that allow me to apply my talents and make a meaningful impact.