Kenyetta Oliver
Customer Success Manager at Spa Week Media Group, Ltd.- Claim this Profile
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Bio
Credentials
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strategies for crisis intervention and prevention
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Experience
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Spa Week Media Group, Ltd.
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United States
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Advertising Services
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1 - 100 Employee
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Customer Success Manager
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Jun 2022 - Present
- Manage 60 program-affiliated spas, driving website development, marketing, & revenue growth initiatives - Monitors weekly, monthly sales & optimizes strategies for spa partners - Develops, modifies, & enforces SOPs, contributing to an internal playbook that outlines specific handling procedures across company areas. - Provides feedback to enhance the user experience based on feedback from our partners - Facilitates collaboration between partners & the company to foster innovative program enhancements - Streamlines onboarding for new partners, reducing integration time by 20%. - Implements processes based on internal/external stakeholders’ feedback & pain points by collaborating with teams across the organization to drive retention - Leading & owning all post-sales activity to create recognizable business value by providing advanced support such as virtual training events & ongoing solutions via email or phone Show less
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Advance Care Alliance
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United States
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Hospitals and Health Care
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200 - 300 Employee
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Client Manager
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Jul 2019 - Jun 2022
- Trusted advisor for book of clients by developing relationships & advocating to increase retention - Develops plans with clients through facilitating monthly meetings to address issues & provide recommendations - Ensure positive costumer experience by proactively managing & growing client relationships - Acts as an escalation point for critical issues impacting a client’s success - Advocates for clients when resolving issues with internal departments within the organization - Analyzes data to make effective decisions - Consults with clients to access their documents via a Saas product - Outreaches to potential clients during resource fairs to discuss services & opportunities - Initiates & facilitate onboarding process of new admissions & acquire all required documentation - Utilize an effective & efficient recruiting strategy based on the role available - Participates in the identification of concerns & resolutions for the client Show less
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Client Manager
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Nov 2017 - Jul 2019
- Managed book of accounts - Tracked & maintained all interactions via SaaS product - Focused on building partnerships with clients & developing a comprehensive understanding of their long-term goals - Recruited & interviewed potential clients for the department - Created & implemented job readiness training by teaching resume creation, facilitated mock interviews to improve interview skills - Developed relationships with service providers in the health & human services space to provide efficient services - Participates in the identification of concerns & resolutions for the client - Acted as an escalation point for critical issues impacting a client’s success Show less
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Eden II Programs
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United States
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Non-profit Organizations
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100 - 200 Employee
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Assistant Program Manager
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Mar 2016 - Nov 2017
- Oversaw 50 staff in an offsite program - Advocated for clients to ensure their needs were being met - Maintained optimal staffing levels by tracking vacancies, initiating recruitment & interview processes to identify qualified candidates - Executed the entire scope of task in recruitment encompassing sourcing, screening, selection & appointments - Conducted over 100 interviews for high volume recruiting project in 3 months - Coached & motivated veteran employees to remain goal oriented & empowered to represent the company in a positive manner - Exercised strong ability to multi-task & work cross-functionally in a dynamic environment while still training new hires - Managed all client complaints; ensured each was resolved to client’s satisfaction - Developed & implemented an onboarding & training program for new clients - Used recruiting tools such as assessments to evaluate candidates’ skills - Streamlined the recruitment process to increase the candidate, recruiter & hiring manager experience Show less
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SKIP of NY
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United States
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Individual and Family Services
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1 - 100 Employee
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Client Advocate
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Aug 2015 - Mar 2016
• Managed a book of clients • Managed projects & served as primary liaison between client & multiple internal groups to ensure clarity of goals & adherence to deadlines • Assigned & monitored monthly quotas • Handled several complex clients & received high marks for performance • Performed follow up phone calls with customers to determine satisfaction level with services • Managed a book of clients • Managed projects & served as primary liaison between client & multiple internal groups to ensure clarity of goals & adherence to deadlines • Assigned & monitored monthly quotas • Handled several complex clients & received high marks for performance • Performed follow up phone calls with customers to determine satisfaction level with services
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On Your Mark
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Japan
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Education Administration Programs
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1 - 100 Employee
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Job Trainer
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Dec 2013 - Aug 2015
- Managed & supervised a group of 13 developmentally disabled adults - Taught the group clerical & job readiness skills - Implemented & monitored protocols outlined in consumer behavioral file. - Facilitated biannual meetings to address progress & concerns - Provided daily constructive feedback to clients regarding progress - Collaborated with clients to ensure their plan was person centered - Participated in monthly workshops and meetings regarding agency changes - Supervised community outreach to increase clients social engagement with the community Show less
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InterGlobe Communications
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United States
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Telecommunications
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1 - 100 Employee
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Administrative Assistant
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Jun 2013 - Dec 2013
- Provided quality administrative support to the operations department - Communicated with over 20 private companies to provide quality customer services support - Accurately documented all communications & relayed it to the associated sales representative - Assisted with trouble shooting by creating help desk tickets and assigning it the proper professional - Tracked and recorded client contact and account information in a computerized database system - Provided quality administrative support to the operations department - Communicated with over 20 private companies to provide quality customer services support - Accurately documented all communications & relayed it to the associated sales representative - Assisted with trouble shooting by creating help desk tickets and assigning it the proper professional - Tracked and recorded client contact and account information in a computerized database system
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Payless ShoeSource
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United States
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Retail
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Assistant Store Manager
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Apr 2010 - Jun 2013
- Managed Staff of 10+ associates - Increased profits through effective sales training & troubleshooting sales reports - Ran markdown reports, managed store replenishment & analyzed reports - Increased the customers experience score by holding meetings & training employees in customer service. - Boosted sales in footwear along with helping the store set sales goals - Evaluated, hired & trained employees - Reviewed Profit and Loss statements - Managed Staff of 10+ associates - Increased profits through effective sales training & troubleshooting sales reports - Ran markdown reports, managed store replenishment & analyzed reports - Increased the customers experience score by holding meetings & training employees in customer service. - Boosted sales in footwear along with helping the store set sales goals - Evaluated, hired & trained employees - Reviewed Profit and Loss statements
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Education
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2010 - 2015
City University of New York-College of Staten Island
Bachelor's of science, Sociology and Anthropology
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