My career has given me a broad range of experience in customer satisfaction, leading people and managing work processes in large corporations, as well as a small start up. I have excellent decision making and problem solving skills, along with a reputation for being able to deliver results in a highly competitive industry. I am known for my ability to build strong relationships through trust, and effective communication skills. I enjoy playing an integral part in helping customers reach their goals, and have extensive experience in leading a strong customer service environment. Most recently, I spent three years with a custom software-development company. I worked as Operations Manager, Customer Success Manager, and Sales Coordinator, where some of my roles included project management, invoicing and billing, managing the time tracking process, setting up project budgets and measuring profitability, creating contracts and agreements. As a Customer Success Manager I worked in customer success and was part of a team tasked with developing a customer success plan tailored for a SaaS product. I've also worked on several cross-functional process improvement teams.I have a proven track record. Everywhere I've worked, the people I worked for appreciated my talent and work ethic, I've been a resource and a valued team member to my peers, and have been recognized as being fair and honest with those who have worked for me. I also most recently became a CMMI V2.0 Certified Associate.Some of my skills include:Customer Service Leadership - Customer Success - Project Profitability - Project Management - P&L Responsibility - Leading Teams - Process Improvement Selected Accomplishments• Served as Project Manager and CSM for high profile projects with enterprise clients• Leader on the team that created a process for searching, hiring, onboarding and evaluating freelance software developers• Part of the team tasked with building a Customer Success program for a SaaS product• Developed a Customer Service Leadership program for Store Leaders; facilitated program sessions. • District Customer Service Captain at Giant Eagle.• Hired and developed new employees to be successful in their roles; coached and mentored Store Leaders; have a history of promoting the right people into the right roles.• Developed a matrix for scheduling employees that maximized service while removing waste and controlling payroll costs.• Responsible for P&L budget of $35M; managed 140 team members in a 24 hour operational environment.
Listed skills include P&L, Leadership, P&L Accountability, Strong Communication Skills, and 16 others.
