Stacey Craddick Email & Phone Number

Morrisville, Nc

-Maintain the highest caseload of account assignment in Client Success department, with 55 clients totaling $4.8 Million-Averaged 4.98 in CSAT (client satisfaction) scoring for across clients-Proactively engage clients on goals to support purchase decision- work with clients to establish project plans for improvement, identify growth potential and confirm add-on opportunities, act as company advocate for client question, ensure renewals & build meaningful relationships with the administrators at the client. -Annual winner of Relias' "Get Stuff Done" value award for execution of tasks, account growth and commitment to ongoing renewals.-Participated in segmentation efforts- drafted email templates for use, created CTA Playbooks & Success Plans for Gainsight, goal indicators, business report/review decks & client collateral-Ongoing process improvement for creation of "tech touch" CSM model with review of current process, new automated email templates created for CSM use, creation of reporting/dashboard needs for tracking and supporting resources. -Create/maintain strategic guide resource as a collective CSM resource to track client metrics, improvement options, growth strategies and examples for CSM delivery-Conduct peer interviews with CSM candidates and provide personalized 1:1 training for all new hires in team through mentorship program-Participate in CSM-driven process improvement teams: creation of client facing training collateral and handouts, strategy training for internal audiences, engagement committee for staff morale and product testing hosted through platform team

Madison, Ohio

Winner of top HR performer within parent company for Q1 & Q2 2018Develop innovative and engaging orientation process to welcome and train new hiresMaintain compliance with facility and state policies for onboarding paperwork and file managementOngoing new hire training intervals for 30-60-90 day check ins & mentorship program Recruitment of all personnel (clinical and managerial staff including sourcing, job ad posting, conducting interviews, reference checks)Manage all scheduling requests for team of 100 to ensure proper staffing ratios Payroll (edit timeclock data, convert into payroll software, process child support/garnishments, etc)Develop new retention strategies to motivate and inspire current staff (directly responsible for a 40% improvement in morale satisfaction surveys)Responsible for daily, weekly, monthly and quarterly reports including retention and turnover, data collection for nursing hours for state board and staffing summariesWorkers' compensation and OSHA liaisonProcess all unemployment claimsCreate/lead in-servicing training for staff & document all staff hours completedLead/create disciplinary and evaluation conversations with staffMember of safety, admissions, marketing, QA and maintenance committees Drafted marketing materials (flyers, facebook posts, emails and community messages)

Cary, Nc

• Proactive team leader, actively engage administrators in site suggestions and improvement, assist with training, create documentation for new platforms, train staff on platform proficiency, manage schedule for support team• Assemble weekly newsletter for support department (write articles, edit articles, team updates)• Lead pod training on team development goals (quality, efficiency, time management)•Determine coverage- track team unavailability time for phone coverage, monitor responses on Relias’ social media platform (Relias Connect), monitor wait times and customer abandonment concerns• Created training collateral—(Quick Guide for Learners, Skills Checklist, Gamification Learner updates) 6 training documents as displayed on Relias Connect• 1-on-1 meetings with company administrators to better train and improve overall website performance, site visits to train 5+ administrators in person• Actively support SMB clients in various user roles (Administrator, Supervisor, Learner)- average close of 20-50 support cases daily• Target customers’ expectations for website and customize instructions on how to use training website to get desired results• Establish positive customer service relationship with each customer outreach/contact, address customer questions and concerns via phone, email, chat and social medium platforms

Raleigh-Durham, North Carolina Area

• Received client job descriptions and prioritize open positions with client postings; added requisitions into SharePoint, assessed clients’ features, calculated pay rate and searched for candidate matches, assessed accurate coverage of accounts and quota expectations• Reviewed resumes and contacted qualified candidates for pre-screening, utilizing internal database of +7mil candidates• Conducted on average 40+ initial phone interviews/week, resulting in 3-5 candidate submissions/day• Wrote candidate summaries, highlighting candidates’ strengths in relation to clients’ needs• Consulted candidates on resume creation, as well as cover letters and interview protocol• Coordinated interview times, processed onboarding paperwork and briefed candidates on clients’ needs and expectations

Apex, Nc

• Assisted VP of Operations in maintaining production of a high volume of websites• Wrote and edited customized SEO value content for websites• Created SEO articles, newsletter articles and customized social media posts• Created website development procedure and informational documents for clients• Worked with individual members of production team to meet deadlines for projects• Used Dreamweaver to edit content in existing websites • Served as client communication representative to address any questions and concerns throughout development process• Performed reviews with clients and conveyed feedback to production team• Maintained VP’s calendar including scheduling calls, organizing meetings, and maintaining email correspondence with clients

• Researched concepts for website development; provided recommendations for improvements/changes targeting 20-30 audience• Sorted advertisement and job files by 15 corresponding national magazine titles• Proofread advertising copy and editorial content• Archived catalog system of monthly advertisements and CDs

• Wrote, edited, and managed online content for Writing Center blog• Hosted academic workshop for BGSU students• Served as a consultant and tutor to undergraduate and graduate students in all majors• Responsibilities included critiquing organization, structure and synthesis of academic essays on various topics• Designed and distributed learning guides for different grammatical topics• Assisted with marketing efforts (created flyers, went to school events to promote writing services)• Scheduled appointments and maintained correspondence and processed online writing submissions

I assisted patrons in locating library items, as well as processed and labeled news items. I also filed and shelved, and directed patrons to necessary library databases.

Seasonal position-- I filled customers' orders by locating, marking, and processing orders, I also maintained care of plants (weeding, trimming, etc.).

• Answered 30-40 phone calls daily and scheduled appointments for 6 veterinarians and technicians• Filed and organized paperwork; processed end-of-the-day reports• Greeted clients upon arrival and arranged payment processes

Ba, International Studies

My degree in International Studies allowed me to be flexible in scheduling classes. I have taken a little bit of everything, from English.

Certificate Of Completion, French Language

During my time at Alliance Francaise, I attended French language and comprehension classes, writing and composition lectures and culture.