Petrina Thompson Email and Phone Number

End to End responsibility employee lifecycle including talent, learning and development, service delivery, culture and benefit administration in a fast paced Series B organization offering financial care to US employers and their employees.

Built company from entry level to thriving 2 acre boarding and training operations. Responsible for marketing, budgeting, growth and expansion planning and overall financial wellness.

Oversee all aspects of business including sales, operations, customer service, IT, marketing and product development. Work with clients to create customized solution proposals and ensure proper solution development, installation, and follow-up. Interface with investors to forecast ROI.• Decreased operating costs by $750,000 in by optimizing client and partner portfolios.• Achieved 46% revenue increase in first year with new marketing approach including reselling partner products and bundling of products. • Realized a 30% improvement in forecasting accuracy by driving sales readiness and developing a distribution framework utilized for cross selling resulting in multi-dimensional client relationships. • Decreased corporate costs by developing repeatable client onboarding procedures to ensure full accountability of internal staff with new clients. • Increased throughput by 300% in six months without increasing headcount through automation, process improvement and cross training. • Established and launched a Business Intelligence product to add value to client relationships, and expand revenue through additional channels.• Created consumer engagement technology, allowing carriers and brokers to directly interface with consumers based on lifecycle triggers improving customer acquisition and retention.• Implemented new software development lifecycle transitioning from Waterfall to Agile. • Rapidly increased revenue generation by decreasing sales cycle by five months.• Promoted due to success of delivering strategic market approaches, resulting in growth, and tactically advancing operations.

Recruited to manage the operations, drive efficiencies, enhance product quality and improve customer service. Streamlined operations and improved all SLA's, improved scalability and improved response time significantly.• Eliminated customer attrition and retained 100% of existing customer base by implementing a customer satisfaction program focused on quality, timeliness and incremental value. • Streamlined all customer service SLAs through improved training, systematic automations, and process improvements. Improved overall response time from five business days to one day. • Redesigned IT structure from the ground up including governance processes, lifecycle and release management and quality assurance program. • Achieved SSAE 16 Certification by identifying and mitigating risks and standardizing operational processes.

Implemented voice of customer methodologies to centralize and streamline processes for shared services and call center organizations in a global environment. Improved satisfaction globally while simultaneously reducing operating costs.• Realized 1,200 bps improvement in 18 months by spearheading a domestic customer satisfaction program. Expanded program to Canada and Mexico over the following year, resulting in 1,800 bps improvements; expanded globally over the following 3 years, due to program success.• Reduced costs by over $5 million by creating a global strategy to evaluate each country’s servicing approach, prioritizing largest opportunities, improving system responsiveness and increasing customer satisfaction in 22 of 23 countries.• Reduced technology spending over $3 million after centralizing fragmented systems and developing policies and procedures to streamline processes.

Designed and implemented cross-organizational strategies to optimize servicing solutions for small business card holders. Developed segmented servicing strategies that drove revenue and increased card holder loyalty.• Enhanced department productivity improving onboarding and training processes through automation, decreasing ramp-up time for new hires from four months to five weeks.• Realized 40% spend growth over 2 years and a 10–12% year over year growth by maximizing portfolio management, implementing servicing strategies leveraging detailed analytics.• Decreased handling time by 10-second average; increased customer service ratings; improved training resulting in higher performing agents and improved employee attrition.

Elevate IT partnership with sales organization to improve customer relations by advancing capabilities, winning back a $100M contract and closing the remaining top five contracts.