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Charlotte, Nc, Us

Charlotte, North Carolina, United States

Led and grew key client relationships, managed strategy/development teams, and oversaw multiple workstreams.•Owned key client relationships in multiple domains: healthcare, ed tech, re-insurance, financial services, HVAC/OEM, CRE, and private equity.•Managed execution of large projects, staffing, contracts, budget, and deliverables.•Led strategy, planning, and execution with diverse client stakeholders and execution teams across disciplines, cultures, and organizations. •Thrived… Show more Led and grew key client relationships, managed strategy/development teams, and oversaw multiple workstreams.•Owned key client relationships in multiple domains: healthcare, ed tech, re-insurance, financial services, HVAC/OEM, CRE, and private equity.•Managed execution of large projects, staffing, contracts, budget, and deliverables.•Led strategy, planning, and execution with diverse client stakeholders and execution teams across disciplines, cultures, and organizations. •Thrived when drawing from diverse experiences to lean into uncertainty and drive positive outcomes Show less

Charlotte, North Carolina

Led innovation team that researched, rapidly developed then tested prototypes that drove key strategic initiatives. Led product teams on a variety of projects to production. • Created concepts and set the long-term strategy for a Fortune 500 client. Presented and gained approval from the Board for 2 key projects.• Built ReactNative apps from the ground up. Led the development teams building enterprise-level desktop applications.

Charlotte, North Carolina

Built customer success infrastructure, processes, hired the full team and worked directly with COO and CTO to develop the product.• Responsible for all client success post-sale. Built the customer success team from the ground up. Led the teams that onboarded the core software product to commercial real estate companies and set up local business owners for the advertising arm.• Individually built out and administered SugarCRM then transitioned all structure and workflows to HubSpot… Show more Built customer success infrastructure, processes, hired the full team and worked directly with COO and CTO to develop the product.• Responsible for all client success post-sale. Built the customer success team from the ground up. Led the teams that onboarded the core software product to commercial real estate companies and set up local business owners for the advertising arm.• Individually built out and administered SugarCRM then transitioned all structure and workflows to HubSpot based off of business needs.• Built hourly tracking functionality with HomeBase for the delivery arm of the company. Hired all drivers and dispatchers, built the training, process, and billing. Show less

Charlotte, Austin, Nyc

Led the group responsible for expanding business relationships with national franchises• Provided strategic direction to 3 teams tasked with expanding national franchise relationships• Led the business change for a new compensation plan, new Facebook product, client on boarding, and Salesforce process flows• Increased total contract value by more than $7.3million in 6 months • Managed the onboarding of complex client relationships to mitigate risks and ensure seamless… Show more Led the group responsible for expanding business relationships with national franchises• Provided strategic direction to 3 teams tasked with expanding national franchise relationships• Led the business change for a new compensation plan, new Facebook product, client on boarding, and Salesforce process flows• Increased total contract value by more than $7.3million in 6 months • Managed the onboarding of complex client relationships to mitigate risks and ensure seamless launches Show less

Saint Lucia/Nova Scotia

Independently led international client service teams in Canadian and St. Lucian offices. • Oversaw site development and all onboarding activities to stand up new call center in Nova Scotia in 2 months; responsibilities included:o Hired and trained all 100 staff, managers, and the site directoro Managed projects related to final layout of the facility, telephony, hardware, and security systemso Stood up IT systems, including HR compensation system and performance… Show more Independently led international client service teams in Canadian and St. Lucian offices. • Oversaw site development and all onboarding activities to stand up new call center in Nova Scotia in 2 months; responsibilities included:o Hired and trained all 100 staff, managers, and the site directoro Managed projects related to final layout of the facility, telephony, hardware, and security systemso Stood up IT systems, including HR compensation system and performance management system• Independently led 40 person St. Lucia client service office; responsibilities included:o Transformed culture and developed talent to be managed locally, reducing reliance on expensive dedicated international leadershipo Negotiated savings from 3rd party vendor for system outages; identified potential technical risks and implemented new processes to minimize technical issues for phones, internet, and power o Improved agent onboarding ramp up time by developing culturally relevant training & reference materials o Managed process updates, logic and compliance for CRM to streamline and improve internal processes resulting quality and retention gains Show less

Charlotte, North Carolina Area

Managed client facing service managers and SEO performance analysts to drive improvements in account performance • Cut team churn by 35% by developing account setup processes, reorganizing team structure, and developing a culture of high expectations• Transformed underperforming team with the highest employee turnover and smallest book size into the fastest growing personnel group, ultimately serving 20% of all clients• Drove more account launches than any other group for 8 of… Show more Managed client facing service managers and SEO performance analysts to drive improvements in account performance • Cut team churn by 35% by developing account setup processes, reorganizing team structure, and developing a culture of high expectations• Transformed underperforming team with the highest employee turnover and smallest book size into the fastest growing personnel group, ultimately serving 20% of all clients• Drove more account launches than any other group for 8 of 10 months Show less

Charlotte, North Carolina Area

Managed 16 client facing consultants to achieve & exceed revenue goals and key metrics.• Navigated the organizational transition of $4.2 million in monthly advertising budgets to a new service model that increased per client profitability, while improving client satisfaction. Developed and trained the new team, adjusted staffing, and established processes• Managed the client services team with the highest reoccurring revenue in the division.• Two-time winner of the R.O.S.E award… Show more Managed 16 client facing consultants to achieve & exceed revenue goals and key metrics.• Navigated the organizational transition of $4.2 million in monthly advertising budgets to a new service model that increased per client profitability, while improving client satisfaction. Developed and trained the new team, adjusted staffing, and established processes• Managed the client services team with the highest reoccurring revenue in the division.• Two-time winner of the R.O.S.E award for being the top manager in the division. Awarded company-wide top manager of 2013, Winner of President’s Club Nomination for Leadership in 2013• Charlotte office lead responsible for philanthropic efforts, fostering Core Values, and team/morale building events Show less

Charlotte, North Carolina Area

Responsible for managing one of the largest individual book of business and mentoring peers.• Recognized twice by the CEO for representing clients of the month and four-time winner of Yodle Star Award for Customers Rule• Promoted twice in client facing roles from marketing specialist to marketing consultant

Charlotte, North Carolina Area

Responsible for the in-store training and installation of customer management systems for restaurant franchises• Managed 20% of total clients, was the point of contact for service issues and trained over 300 managers and staff• Worked on training and installation team that expanded client base 500% in 11 months

Ba, Economics

Studied abroad in China Senior thesis compared the economic impact of Guanxi social networks to western legal contracts.

Education record