Experience

StandUp Wireless

• United States
• Wireless Services
• 1 - 100 Employee

• Senior Manager of Customer Experience

  • Sep 2020 - Present



Adrenaline

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Director of Client and Employee Experience

  • Feb 2019 - Apr 2020

  Included in group layoff due to COVID-19• Collaborated with Executive and Senior Leadership, Sales and Marketing to drive a positive client experience company-wide• Founded client success programs creating WOW experiences. Initiatives included Client Experience Survey, Client Nurture program, and Client Experience Reviews • Led employee experience programs and initiatives: Inaugural Employee Onboarding Program, Culture Programs (intranet, employee recognition, etc.), Employee “Lunch and Learn” Internal Training Programs, and Employee Career DevelopmentInterim Lead of local Managed Services Team, managed a strategic book of business of digital marketing clients.• Increased gross revenue by 15% on assigned book of business within 10 months.• Managed ongoing day-to-day client relationships including new client onboarding, subscription renewals for existing clients, equipment maintenance and inventory, digital network and content management using Nanonation and Park Media content management systems (CMS), technical support escalation, and IT services.• Created proposals, collaborated with Sales, Operations, and Finance on budget and project management, and assisted clients from approval through implementation.• Provided a point of view for client content development, playlist approach, and other environmental marketing strategies.• Conducted onsite visits with clients for quarterly business reviews and maintained up-to-date knowledge of product and service changes. • Trained and mentored new Account Executives. Show less

• Director of Customer Care

  • Jan 2018 - Feb 2019

  • Led the Digital Managed Services Network Operations Call Center - both on-site and remote; Digital Media Help Desk Team and Field Services Coordinator. Also managed the Digital Content Design and Integration Team.• Responsible for team training, coaching, development, and performance management including service level agreements.• Established KPI’s for department and employee performance and quality.• Transformed the client trouble reporting and technical support processes from initial ticket through resolution.• Created a culture of continuous improvement in client and vendor process management.• Analyzed and identified problem areas and provided strategic recommendations to executive team and clients.• Developed client performance reports for quarterly business reviews.• Served as main point of contact for escalation management and conflict resolution for internal and external service and technical support issues.• Performed Tier 1 troubleshooting for clients as required. Show less



ILD Corp.

• United States
• Outsourcing/Offshoring
• 1 - 100 Employee

• Director, Client Relations

  • Jan 2004 - Jan 2018

  Throughout ILD career, optimized call center operations including launching, shuttering and reorganizing to maximize efficiency and reduce operating expenses.• Executed day-to-day Client Relations office operations both in-office and remote including team management, client and vendor management, creating and facilitating internal and client customized training, and client business reviews.• Responsible for client success and retention of the Billing Services Division’s customer base up to $24MM annually.• Managed early-stage to high-profile, multi-million-dollar accounts, including C-suite engagement, that resulted in long-term retention (top 5 clients averaged 13 years) and high rates of client satisfaction. Led all phases of accounts from prospect inquiry/contract pricing, onboarding/deployment, marketing/regulatory compliance through ongoing account management. • Orchestrated a new business and active upselling initiative with the Sales Team. Efforts resulted in overall company revenue growth of 35% within 2 years, and increased client revenue streams on average from 10-25%.• Eliminated the need for outsourced services through internal process initiatives; $500k+ annual savings.• Consulted for Stratus Contact Solutions, a division of ILD, on 100+ employee call center operations as needed. Show less

• Manager, Client Relations

  • 2001 - 2004

  • Managed day-to-day operation of Client Relations Department including serving as client first point of contact, managing new and existing client relationships, and recruiting, hiring, onboarding, training, and talent development of direct reports.• Created on-site client training sessions with Sales and the Call Center Team to improve product marketing and functionality. • Served as Consultant to Customer Service Call Center Management Team addressing all facets of daily operations including spearheading the relocation of the 100+ employee customer service call center team from Atlanta, GA to San Antonio, TX. Show less

• Call Center Manager, Customer Service

  • 1998 - 2001

  • Executed the relocation of the Billing Services Division’s customer service operation from Boca Raton, FL to Atlanta, GA. Directed initial recruitment, hiring, onboarding, and training of entire team, ground up ACD installation, and complete departmental set-up, while concurrently ensuring a seamless transition for clients and end users.• Created and facilitated initial and recurrent training programs and established KPI’s for performance and quality.• Decreased staff attrition by 29%; $1.5MM annual savings, benchmarked a record-setting internal improvement in retention due to the effectiveness of department training programs, employee development, and morale-building initiatives.• Managed daily call center operations including recruitment, hiring, onboarding, training, and workforce management.Earlier Tenure includes leading 5 national call center operations concurrently, each with 100+ employees for Operator Services. Roles included: Interim Director, Regional Manager, Call Center Manager, Customer Service Manager, and Corporate Training Manager Show less