Technical Project Manager

• Aug 2023 - Present

Customer Success Manager

• Sep 2022 - Present

Customer Service Support Manager

• Oct 2021 - Jun 2022

Client Success Manager Knowledgeable and performance-driven Customer Success Manager with a wealth of experience in managing multiple accounts, increasing sales and revenue, developing client on-boarding processes, and strategizing client growth. Possess strong customer orientation, great communication skills, excellent problem-solving skills, and significant ability to successfully lead and manage a group of people. • Worked with colleagues on the development, implementation, and maintenance of customer first culture; maintained the business for over 50 existing accounts across the organization. • Improved customer service experience through surveys and one-on-one interviews with customers • Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty • Ensured all-time positive customer experience by communication and maintaining professional relationships • Worked closely with other departments within the company to ensure proper handling of customer service issues • Provided detailed reports on performance, efficiency, and customer satisfaction to the client in Weekly and Monthly Business Reviews • Analyzed and reported departmental income, business trends and employee statistics on a weekly basis. Show less

Leadership Team

• Sep 2014 - Nov 2021

Experienced and motivational Call Center Operations Manager knows how to inspire team members to reach metric goals in the pursuit of overall company objectives. Has excellent supervisory and communication skills. • Daily interaction with client. • Collaborate in the Weekly Business Review and Monthly Business Reviews • Supervised inbound team to make certain they answered questions knowledgeably and thoroughly. • Did spot-checks listening in on calls to make certain team followed provided knowledge base. • Motivated team to meet monthly goals and beat other teams in the Center. • Developed, managed and maintained team metric tracking system and additional tools to assist with the overall performance of the program Show less

Supervising Agent

• Feb 2014 - Sep 2014

Customize insurance programs to suit individual customers, often covering a variety of risks • Calculate premiums and establish payment methods • Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms • Perform administrative tasks, such as maintaining records and handling policy renewals and conservation • Call on policyholders to explain policy guidelines and suggest additions or changes • Communicate features, advantages and disadvantages of various policies to promote sale of insurance plans • Train and supervise new agents to ensure their understanding in company and agency insurance policies Show less

Manager in Training

• Sep 2013 - Feb 2014

Consistently met and exceeded company collection and growth standards while maintaining a minimal credit loss. Responsible for store inventory and bottom line profit. Supervised 6 employees, mentoring and developed fellow associates for career advancement. Successfully achieved a substantial customer growth and bottom line profit. Ensure the store meets its established monthly financial budget objectives through revenue attainment and expense control. Assist the store manager to motivate and assist each coworker with daily planning to achieve store, company and individual goals and objectives. Assist the store manager to manage, train, develop and lead a team of 4-6 coworkers. Help to safeguard and monitor the company assets through management of inventory, vehicles, cash control and store facilities. Show less

Sales Manager

• Mar 2013 - Sep 2013

Manages the sales and marketing function in a store environment. Major emphasis on telephone and floor sales, direct marketing, new customer growth, customer service program and store merchandising. Ensure that the showroom floor is merchandised, accurately priced, and in compliance with the No-Holes Policy. Perform routine service calls, product exchanges and handle service issues for customers immediately. Generate new business through apartment community/business accounts. Setting weekly and monthly sales goals and staging products for outgoing deliveries. Show less

Commission Sales Associate

• Sep 2012 - Mar 2013

Provided top quality guest assistance and customer service that far exceeds that of our competitors. Help protect the customer’s product by selling extended service coverage. Responsible for merchandising a specified area of the store (cleaning, tagging, ensuring all display items are accurate. Show the customer the features and benefits that support customer needs established during the qualifying process. Explain various features as the customer uses the merchandise while continuing to qualify and eliminate objections. Assist in developing and training of new associates when required Accurately input all sales orders and track them through the delivery or pickup process. Help customers make an informed decision based on their needs and wants with the best product knowledge. Show less

Impress Hub Store Manager

• Dec 2010 - Sep 2012

Establish and maintain production schedules and budgets for multiple, concurrent, deadline driven projects through all phases of design, prepress, printing and mailing for such clients as Citizens Bank, Bank of America, 5 Star Senior Living, Bj’s Wholesale and McDonalds Inc. Maintained responsibility for the overall daily operations of a retail store. Manage, estimate, schedule, budget, purchase, and coordinate production of multi-color sheet-fed, finishing services, letter shop services and final ad placement Supervised, scheduled, hired, trained, promoted, and disciplined personnel. Responsible for implementation of production procedures and processes. Managed budgets, marketing, merchandising, and rotating inventory of stock. Ensured proper handling of daily receipts, balanced registers and bank accounts, prepared and made deposits. Increase Sales to 1.5 million in impress department and 9.6 million in total store. Awarded top sales for quarter 1 in and top attachment dollar 2012 Implemented processes to lower shrink from 1% to .26% in 2011 Show less

Site Administrator - Boston College

• Jul 2010 - Dec 2010

Organized and monitored the flow of printed materials including course works. Checked schedules, confirm product specifications, arrange adjustments, oversee the work of staff in the department and monitor the quality of the product, ensuring deadlines are met. Supervised print orders through the pre-press, printing and finishing stages Solved problems in the production process using software packages to help put together quotations for jobs. Negotiated with suppliers, stocktaking and purchasing materials. Developing new business opportunities and looking after existing clients. Show less

Assistant Store Manager

• 2007 - 2010

Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Won “Purple Promise Award” for instrumental role in driving record-high sales increases, propelling store to improve ranking from #960 in company to #30 by 2007.Elevated store’s customer satisfaction index from 86% to 98% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.Raised sales to achieve goals in underperforming stores.Recognized for the number of training completions within the company.Managed processes of other departments to insure that customers received the same level of service on a consistent basis Show less

Center Senior Project Manager

• 2003 - 2007

Customer Service Representative

• 2000 - 2003

One Source Advocate

• 1999 - 2000

Selected for my customer service skill to pilot, train and develop others in a customer service department specializing in emergency calls. Managed other departments to deliver an outstanding service within a call center environment. Delivered support and solutions with damaged products including replacements, service, and concessions. Developed new training material throughout Sear including One Source Department. Selected for my customer service skill to pilot, train and develop others in a customer service department specializing in emergency calls. Managed other departments to deliver an outstanding service within a call center environment. Delivered support and solutions with damaged products including replacements, service, and concessions. Developed new training material throughout Sear including One Source Department.

Assistant Manager

• 1996 - 1998

Provided oversight of each department within the restaurant Responsible for keeping controllable costs low Determined staffing needs of store and insured hiring and retention of quality service team employees through continual training, motivation, team building, and development on providing 100% guest satisfaction Created an atmosphere in the restaurant to build energy, vitality and fun Completed weekly inventory, payroll and scheduling Conducted performance appraisals Managed kitchen operations and worked with kitchen employees to meet high demands during peak times Managed front of the house operations to ensure customer satisfaction by offering friendly interaction, requesting feedback on individual experiences, and immediate attention to customer complaints Utilized principles of, and methods for showing, promoting, and selling products or services Assisted in maintenance and cleanliness of property Show less