Laurie Barker Email & Phone Number

United States

Lombard, Illinois, United States

★ Recruited into a newly created role to transform operations and improve client experiences. Developed relationships with clients, improved client satisfaction, determined at-risk accounts, developed and executed a plan of action to course correct at-risk clients, and reduced churn rate. Managed daily operations and a portfolio of 4-8 clients.• Evaluated present state and created future state, short-term, and long-term, business plans. Made deep-impact decisions and partnered with executive leadership to drive scalable program and process improvements, as well as implement organizational transformations.• Planned and executed client meetings. Partnered with clients to conceptualize their ideal customer experiences, including policies, interactions, issue resolution, service, and extra-mile aspirations. Formulated roadmaps and processes to lay the foundation for exceptional experiences and customer loyalty.• Planned in-person and virtual events. Championing brand and community awareness, team building, special occasions, client success, and internal customer recognition. Rebranded the corporate image, building stronger client, community, and employee relationships.• Identified talent and organizational structure gaps. Recruited and hired new talent and created and launched new management roles within the company, including the Assistant Community Association Manager and District Community Association Manager roles. Trained team members were promoted to these positions.• Instituted improved client-centric policies and procedures, significantly reducing client churn rate by 15%.• Full financial accountability, including budget creation, budget review, and management.• Provided leadership and managed 3 District Managers, 17 Community Association Managers, and 7 Assistant Community Association Managers. Developed KPIs and created team and individual success plans.

Geneva, Illinois, United States

★ Provided leadership and governance over development and client success operations. Developed scalable growth plans, program and operational improvements, and client success strategies. Managed a portfolio of 6-8 clients.• Architected and executed the strategic vision. Authored scalable and sustainable strategies, created measurable and trackable metrics, identified risks and opportunities, instituted new processes, and re-engineered existing procedures to establish and continuously improve operational efficiencies and client success metrics.• Identified at-risk accounts and served as a bridge between cross-functional internal teams and client representatives, ensuring alignment and shared expectations. • Led daily operations and oversaw a team of 12 direct report managers. Recruited, hired, managed, and mentored team members. Led team meetings and served as SME and point of escalation for complex client and operational issues. Trained team members in customer service, at-risk ID, best practices, and conflict resolution. • Met with clients regularly to build and cultivate relationships. Served as the Voice of the Customer, utilizing client feedback, industry trends, and competitor intelligence to drive data-driven program and process improvements. Developed and led client training. • Partnered with the executive team and accounting on short and long-term operational and financial strategies. Created, reviewed, and monitored budgets as well as financial KPIs. Created requests for proposals (RFPs), negotiated contracts, reviewed insurance, and managed client payables.• Served as SME regarding 503C laws and regulations.

Downers Grove, Illinois, United States

★ Onboarded to manage, lead, and improve regional operations, reporting directly to the general manager. Oversaw a team of 5-7 Managers (managing 10-12 clients each), an Administrative Assistant, and 1 Inspector. Personally managed a portfolio of 5-13 high-profile clients. Negotiated contracts and reviewed client payables. • Led short and long-term business planning for the team and clients. Created scalable growth and operational strategies, as well as program improvements. Monitored performance, and drove continuously improving client-centric policies, procedures, and services. • Planned, coordinated, and managed meetings and yearly events for multiple non-profit clients. This included holiday parties, annual parties, summer kickoff parties. The number of guests ranged from 30 to 150 • Managed daily operations. Evaluated staffing needs, skill gaps, and planned and executed training and talent acquisition strategies. Trained and developed future leaders. Built and retained the same team over 5 years.• Conducted root-cause analysis and developed and implemented a plan of action to course correct at risk-clients. Reduced churn rate by 25%, by initiating touchpoints between clients and upper management.• Improved internal and client satisfaction metrics by creating a transparent tracking system.• Coordinated and led full-lifecycle small and large-scale client projects. Brought projects in on time and under budget while accomplishing project objectives. • Discovered a $25,000 budgetary shortfall created by a competitor.

Hinsdale, Illinois, United States

★ Managed a portfolio of 10 Clients. Conducted client meetings, negotiated contracts, reviewed invoices, created requests for proposals (RFPs), created and reviewed budgets, and reviewed insurance. • Prevented over $100,000 in unnecessary worker's compensation insurance increases.

Roselle, Illinois, United States

★ Managed a portfolio of up to 20 clients. Addressed after-hours emergencies and created and reviewed budgets.