Madalena O'Brien Email & Phone Number

-Client Success Manger with over 3 years of experience in the role and over 5 years experience in the department. -Manages a team of 8 individuals who are responsible for over $12 million dollars of revenue each quarter. -Assess the individual performance of each specialist. This involves setting objectives, assessing progress, and providing ongoing coaching and feedback to ensure that employees are meeting their objectives, and hitting their key performance indicators and career goals. -Handles performance management by assessing the individual performance of each specialist, setting objectives, and providing ongoing coaching and feedback. Providing formal written and verbal reviews bi-quarterly. Experience in behavioral and performance issue conversations. Creating performance improvement plans when necessary. -Responsible for continuous training communicating updates from senior management and managing. interpersonal relationships. As well as provide continuous coaching to aid the development of each individual on the team. Assisting with continued career development with more tenured team members. -Responsible for creating content for team and department-wide meetings to articulate updates, focus’ and next steps. -Hold a strategic partnership with my sales director and peers. -Continuous self development sought through mentorships, peer coaching, and training to ensure I adapt continuously as the role, company, and team change.

-Assisted manager in on boarding and training new hires -Conducted bi-weekly one-on-ones with all team members, providing assistance on cases, feedback on calls, partnerships career development. -Assisted with escalation emails and calls with clients when applicable. -Actively participated in all quarterly reviews, delivered feedback, and contributed to the interview process for open positions. -Partnered directly with sales directors to strategize and strengthen high-priority accounts, demonstrating cross functional collaboration and strategic initiative. -Maintained strong client relationships as an industry expert, strategizing accounts and consistently meeting or exceeding business retention goals. -Initiated and managed a weekly focus email outlining the week's priorities, action items, product updates, and team's time off, leading to adoption by multiple teams due to its success.

Stamford, Connecticut

-Managed three books of business and collaborated daily with three account executives -Worked directly with product and technical teams for a seamless client experience. -Responsible for account setup, revenue retention, and feature adoption of all clients. -Tracked account trends using analytics as well as provided strategic suggestions and identified upsell opportunities. -Contributed to the new hire onboarding process by conducting training and shadow sessions. ---Consistently met or exceeded my business retention target.

New York, New York

-Enrolled in the Yelp Sales Development Program, where I learned sales techniques and enhanced my communication skills. -Contacted, consulted, and managed a diverse range of clientele successfully selling the Yelp advertising program. -Averaged 80 dials and 2 hours of talk time daily while maintaining account pipeline management

Stamford, Connecticut

Contacted and recruited schools to participate in student series fundraising program.Met expected call volume contacting prospective and reoccurring contacts keeping them interested and gaining their commitment to participate in the program.Scheduled meetings and assemblies for schools with correct supervisors.

Westport, Ct

Seasonal service position for four summers and one winter season.Trained in multiple service and sales positions enriching work environment by being able to be rotated throughout the kitchen.Fielded and resolved guest complaints and inquiries. Enhanced guest experience by properly communicating how to properly interpret the menu to ensure order accuracy.

Wilmington, Delaware

Participated in aspects of internship program, preparing mailings and public relations invitations explaining the availability of internal programs. Replied to potential candidate inquires regarding fundraising campaign.Expanded student donor base by attaining the highest historical level of fund-raising participation. Performed clerical work including, faxing, mailing, filing and updating participant profiles.