Shelly Guild Email & Phone Number

Round Rock, Tx, Us

Austin, Texas, Us

Directly led all aspects of a team of Individual Contributors, Team Leads and Senior Client Success Specialists supporting all clients in the segment. Ran quarterly business reviews, action planning, and performance awards. Executed on new systems training and implementation, performance management, cascaded Senior leadership communications, and managed inter-team relationships. Exceeded FY2022 KPIs + >10pp, driving monthly targets of Revenue Retention and New Business by developing a Metrics Tracker and rewarding progress to goals.Grew New Business spending accounts by >8pp/quarter by implementing growth strategies for customers. Created a Growth Business Plan in collaboration with colleagues, participated in Uplift Catalyst Formation and Ideation Sessions, and led a Business Retention Program for the Americas with an Enterprise counterpart. Developed the program objective and structure, added feedback loop, and broadened impact to reach all Client Success segments.Created shared strategies and a collaborative atmosphere to achieve success metrics between Client Success, Sales Operations, and nationwide Sales Directors. Ideated and led cross functional training and workshops.Coordinated team member’s accounts and provided mentorship on optimization, performance improvement and comprehension of metrics for client online advertising campaigns. Conducted regular financial and metric data reviews, generated and analyzed reports.Presented to and influenced new and existing customers using proficient communication skills. Managed and mitigated escalations, reviewed and approved customer courtesy promos, and triaged tech support.Promoted and actively participated in L&D opportunities, leading working groups for goal attainment of Revenue Retention, New Business, Coverage, and Product offerings.

Lewisville , Texas, Us

Delivered a reliable Customer Success program by maintaining a successful Managed Service Provider supply chain to service the customer's high growth assets in 50 states. Exceeded revenue targets up to 106% by pursuing new top line growth opportunities. Drove VGM above 40% target closing the year at 46%. Improved SLA attainment by 14% and achieved the Champion of our Customers award by designing and executing an innovative enterprise product line. Collaborated with 3 business units to deliver a first-in-class suite of Field Services under a single provider for the first time in the industry.Led Account Management of up to 30 high volume clients, adhering to all regulatory requirements and Service Level Agreements. Represented the business line from marketing, RFP’s, SOW reviews, through procedural training and Operational execution.Improved performance by 21% per client SLA by applying Data Analysis to inform decisions in collaboration with Procurement, nationwide suppliers, and global partners. Named 2017's Leader of the Pack after driving the successful strategic execution of a new client and inventory base with $2.45B in annual revenue sales, which increased company revenue by 31% YoY. Recognized by the Challenger of Convention award in 2020 for managing up to 90 employees including remote, in office, and offshore. Held workshops on effective remote team management using developing research. Hired, trained, and developed staff for offices in 3 US cities, along with fully remote positions across 9 states. Using Lean Management principles, optimized efficiencies, eliminated waste, consolidated tasks, and automated, resulting in a 40% reduction in labor costs YoY.Improved customer experience per NPS scores by collaborating with Product on BRDs, UAT testing and Change Management, to design and integrate Salesforce CRM and Xactware market value reviews with the company's proprietary system.

Lewisville , Texas, Us

Hired 38 staff including fully remote talent located across the United States. Managed up to 40 direct reports, including remote staff in various regions and time zones.Captured $1.2m in bottom line savings in the leadership of a Loss Mitigation project at the closing of a large consumer account, by submitting claims on potential bill backs, demands, & curtailments.Drove a 12% revenue increase through the strategic direction of Operations of nationwide Managed Service Providers for a new client and business line. Collaborated across departments to engage suppliers, technology, and operational partners.Increased efficiencies by 35% through a Six Sigma project, which conducted an end to end review and assessment of the company’s processes and productivity. Propelled revenue growth by 29% by building a more effective Vendor Supply Chain base to service nationwide default assets, ensuring compliance with all regulatory guidelines and SLA metrics.Launched and led a fully remote department for the first time in the company’s history. This team’s success set the bar for a high performance culture in which a study by an external consulting group found that the shift to a remote model increased productivity by 3 - 8% across key metrics.Designed and ran a Process Documentation project to supply up to 110 P&P documents for two large supply chain departments which improved vendor effectiveness and controlled for code of conduct errors.Effected a 15% increase in SLA performance YoY with 93% of employees affirming a “great deal of confidence in leadership“ per a Great Place to Work Survey by coaching and developing team members, utilizing proven performance management strategies and a servant leader mindset.Ran a Salesforce Implementation project, collaborating with Product Owner and infrastructure development to integrate workflow for the tracking and monitoring of Supply Chain operational tasks and SLA’s.

Miami, Florida, Us

Managed the sourcing and procurement of over 300 vendors in a multi-state region. Assigned Supply Chain Associates to each white space, monitored and reported on progress.Drove a 20% increase in vendor retention year over year by performing a strategic analysis of existing suppliers coupled with a comprehensive onboarding and monitoring process for new vendor partnerships in their first 6 months as a supplier with the company.Managed all escalated procurement needs to ensure each request was fulfilled timely with a high touch approach which resulted in a satisfied customer.Led a Supply Chain Reset project to address an ineffective provider network. Identified non performing vendors, redesigned the geographic model, and procured new vendor relationships.Made data driven decisions to improve profitability margins by analyzing B2B data and adjusting rates in accordance with applicable MSAs.

Ran sourcing, procurement, and onboarding of up to 90 vendors per month in a multi-state region, including the assignment of Supply Chain Associates to regions, monitoring of trends, procurement needs, and exception reporting.Frequently selected as Employee of the Month as the highest performer.Fulfilled vendor onboarding and compliance requirements to mitigate risk and satisfy regulatory and company requirements for all incoming vendors. Conducted background checks, insurance compliance screening, Master Services Agreement execution, and Code of Conduct reviews.

Sourced and procured over 20 vendors per month on average in challenging regions across all 50 states, to fulfill approximately 400 work orders/month, the highest metric performance in the department and consistently double the average performer.Processed work orders in multiple systems of record from dispatch through invoicing. Negotiated fees to complete single and recurring services. Performed route management of available jobs from all client sources to maximize profitability.