Leilani Chee Email & Phone Number

Chicago, Illinois, United States

- Main point of contact for selection of large distributor clients - facilitating with internal teams to ensure account needs are met and serving as a sounding board for product and personnel feedback- Project manage client initiatives to maintain clear communication and deadlines across internal Freewheel teams and multiple client teams - Facilitate client meetings discussing progress on projects and performance - Review and analyze data for Business Review meetings - Collaborated with Marketplace Ops team to find a streamlined workflow for standardization maintenance - Created a library of articles in Wiki that outline how to do various tasks associated with the Account Management role that can be used by peers or new hires as reference in day to day operations

Chicago, Il

- Managed development for billing and invoicing products- Worked with engineering teams and clients to determine ways to improve custom build platforms to work best for their needs.- Assisted in renewal and SOW process with clients annually- Acted as scrum master for the Audio and Platforms team - leading daily standups, sprint planning/retrospectives and providing data to leadership around sprint performance - Worked with Product Owner to implement processes to improve efficiency and significantly increased completion rates each sprint

Chicago, Illinois

- Worked with primarily SMB or Enterprise clients to establish a successful change management plan to launch the Kazoo platform at their organizations- Created and regularly updated a project plan for clients to ensure deliverables are met in a timely manner- Led project calls for clients implementing the platform and remain their main point of contact through launch.- Analyzed launch processes for both YouEarnedIt and HighGround and effectively create a new combined process- Advocated for clients internally with Product and Development teams to improve the Kazoo software user experience- Built training plans and train new Customer Success team members to be subject matter experts

Greater Chicago Area

- Assisted in executing delivery and implementation plans including project plan updates, follow-ups and agendas- Provided training and end-user support during/after implementation for enterprise clients totaling over $2m in revenue- Analyzed client needs and helped remedy inefficiencies- Used Jira and Trello to communicate bugs and product enhancements to product and development teams- Supported CSMs in building client relationships, increasing product adoption and client retention

Greater Chicago Area

- Reported bugs/data issues using Jira and test fixes to issues in staging and UI- Assisted Implementation Manager with creating test scripts and setting up demo and live sites for new and active clients- Coordinated with team members, product managers and developers to create and improve product roadmap- Reviewed weekly releases and compose product release notes for clients and Kazoo team- Established escalation process, trained, managed and oversaw offshore customer support vendor.

Greater Chicago Area

- Managed and oversaw series B funding round to ensure information and communications are shared in a timely manner- Organized board meetings and internal events for company and board members- Served as interim HR Generalist and recruiter

Greater Chicago Area

- Oversaw the 3 roles (10 people) that make up the compliance team: Driver Compliance Specialist, Contract Enforcement Specialist and Independent Contractor Specialist- Evaluated and improved efficiencies in processes and procedures for all 3 compliance roles- Created and implemented QA processes for all three compliance positions to ensure accuracy for all roles- Worked with vendors to reduce costs for the driver recruiting program including assisting in negotiating contracts- Collaborated with various internal teams to improve and grow the driver recruiting and retention program and serve as point of contact for all escalations regarding compliance issues- Conducted monthly one on ones with team members to identify areas of improvement and assist in creating performance improvement plans to boost member performance

- Develop the Driver Compliance Team processes including creating training materials and metrics for Driver Compliance Specialists- Oversee the background checks for prospective contractors and periodic checks for active delivery partners to ensure accuracy - Work closely with vendors and legal counsel to verify that all active delivery partners meet our eligibility requirements- Compile information and analyze data from quarterly checks/document updates to find trends

- Coordinated the quarterly background check process and determined eligibility for around 400 current active drivers a month- Assisted team members in making determinations on Background Checks for potential driver partners. - Helped design and create a Salesforce User Dashboard to make reporting and tracking easier.- Recruited delivery partners in various cities and served as a resource to make sure they are prepared for their first days on the road - Processed the independent contractor agreements and answer driver questions. - Compiled data from various vendors to show their effectiveness in getting new applicants. - Collaborated with other full time staff to train new team members and other teams on the recruiting process.

- Provided guidance and outstanding customer service to 250+ Denver dealerships to maintain their ad packages- Assisted 9 member sales team (7 DMSRs, 1 DMR, 1 RSM) and served as a knowledge resource - Participated in pilots to give feedback and help ensure a smooth transition: BOBI Testing, HomeNet CLS Migration, Event Positions and Buy and Trade Product- Created ad hoc reports for multiple teams within Cars.com- Active Talk Track Committee member to boost engagement and presented slides in team meetings- Completed various business courses including Advance Excel, Effective Business Writing & Negotiation for Non-Sales

Greater Chicago Area

- Managed customer relations and feedback for 3,000+ members, ensuring customer retention- Analyzed customer profiles to successfully identify 300+ matches, generating $9,000 in revenue- Compiled and synthesized 500 customer feedback data points which were consolidated into 10 major recommendations- Developed a business case, prioritized, and presented each recommendation to the CTO and co-founder - Implemented 10 recommendations by partnering with IT to ensure all customer issues were resolved- Supervised 2 summer marketing interns on various projects related to customer service

Greater Chicago Area

- Determined client eligibility by reviewing approximately 400 cases a month- Communicated with parents and childcare providers regarding CCAP policy, procedures and programs - Reviewed unique and problem cases to resolve past errors in determination - Involved extensive phone support with providers and parents in navigating through the state implemented system- Successfully completed public policy and advocacy leadership training program