Experience

NexRep, LLC

• United States
• Consumer Services
• 1 - 100 Employee

• Vice President of Client Services

  • Jan 2022 - Present

  As the VP of Client Services, responsible for management of the Sr. Client Services team and the Client Services Managers, as well as the Professional Services team including Business Analysts (15+ individuals). Liason to Operations and Client needs, provide creative solutions to problems and guide decision-making within the team. Client advocate within the organization. Manage the Contract and upsell process. Ensure retention by leading a strong team of performers and client experts.

• Director of Client Services

  • Jan 2019 - Jan 2022

  NexRep is the highest quality, onshore, at-home contact center based in the U.S. We have innovated the home agent contact center model by focusing on agent operations and sourcing that delivers professional level agents who match customer profiles. The result has been a fast-growing company that attracts the best talent from 42 states and outperforms our competition. As the Director of Client Services, I am responsible for the overall strategy of the Client Services team. Providing… Show more NexRep is the highest quality, onshore, at-home contact center based in the U.S. We have innovated the home agent contact center model by focusing on agent operations and sourcing that delivers professional level agents who match customer profiles. The result has been a fast-growing company that attracts the best talent from 42 states and outperforms our competition. As the Director of Client Services, I am responsible for the overall strategy of the Client Services team. Providing mentorship and direction for how to surface up issues, stay ahead of challenges and keep the communication and relationship with the client in a solid position. Responsible for also managing the top tier client relationships. Manage a remote team of Client Services Managers and Professional Services associates. Responsible for revenue stability and growth for NexRep's clients. Identifying growth opportunities and bringing in the appropriate cross functional teams to accomplish goals.

• Senior Client Services Manager

  • May 2014 - Jan 2019

  Greater Salt Lake City Area Main client point of contact for Inbound DRTV Sales, Outbound Sales and DRTV Customer Service. Continually work with clients on a daily/weekly basis to optimize their programs. Drive client and company revenue by offering more product services. Responsible for vendor management. Act as the Client advocate throughout the organization. Lead the Client Services team and Professional Service team functions. Prioritize and meet deadlines. Negotiate rates and obtain… Show more Main client point of contact for Inbound DRTV Sales, Outbound Sales and DRTV Customer Service. Continually work with clients on a daily/weekly basis to optimize their programs. Drive client and company revenue by offering more product services. Responsible for vendor management. Act as the Client advocate throughout the organization. Lead the Client Services team and Professional Service team functions. Prioritize and meet deadlines. Negotiate rates and obtain SOWs. Project Manage short and long-term projects. Provide in-depth analytics and hit client metrics and KPIs. Three time recipient of the CEO award for employee excellence Partner with Sales and Operations to drive implementation, budget forecasting and tracking, adoption of new products and services, and regular feedback and review meetings



Liveops, Inc.

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Account Manager

  • Mar 2011 - Mar 2014

  Primary point of contact to the client and relationship owner Manage team of client services professionals Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations Facilitate the implementation of the SaaS product, answer questions and identify any client specific needs with Engineering Effectively manage all stages of program execution and optimization as the link between the client and our internal groups on new program… Show more Primary point of contact to the client and relationship owner Manage team of client services professionals Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations Facilitate the implementation of the SaaS product, answer questions and identify any client specific needs with Engineering Effectively manage all stages of program execution and optimization as the link between the client and our internal groups on new program launches On the front side, work with new clients to help define program requirements and metrics, coordinate the customer implementation process, collaborate with Production Engineering on operational execution of scripts and reporting, support the creation of Agent development programs, and work with customers to troubleshoot issues. Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts Maintain and grow revenue from existing clients and identify and participate in new business initiatives for prospects Anticipate client questions and demonstrates excellent de-escalation and resolution skills Attend and lead QBRs

• Account Manager

  • Dec 2007 - Mar 2011

  Primary point of contact to the client and relationship owner Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations Demonstrates a thorough understanding of client's marketing strategy Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts Maintain and grow revenue from existing clients and identify and participate in new business initiatives for… Show more Primary point of contact to the client and relationship owner Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations Demonstrates a thorough understanding of client's marketing strategy Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts Maintain and grow revenue from existing clients and identify and participate in new business initiatives for prospects Manage internal cross functional teams to meet client deliverables including production engineering, operations, performance management, agent management, etc Anticipates client questions and demonstrates excellent de-escalation and resolution skills Exceed client expectations by providing timely follow up and ensuring all requests are met and delivered Work with cross-functional teams to define and develop measurement models for project success with clients Develop and facilitate customer satisfaction evaluation process



Inpulse Response Group

• Senior Account Representative

  • Jan 2006 - Jun 2007

  Responsible for the setup and implementation of client launches Serve as main point of contact for multiple clients Evaluate performance metrics and client KPIs Work with cross-functional teams on setup and deployment of client strategies



Vertrue

• United States
• Advertising Services
• 1 - 100 Employee

• List Processing Analyst

  • Mar 2003 - Feb 2005

  As part of the outbound account team, responsible for list scrubbing and program implementation across multiple levels of the organization.