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Click here or scroll down to respond to this candidatePage 1 of 2Candidate's Name
Customer Operations & Product ManagementEMAIL AVAILABLE PHONE NUMBER AVAILABLELinkedIn Shippensburg, PA Street Address
Resourceful and results-driven professional with extensive experience in spearheading initiatives that significantly enhance customer experiences and drive product excellence. Demonstrated success in boosting operational efficiencies, leading dynamic teams, and formulating strategic plans to surpass business goals. Instrumental in blending customer insights with agile methodologies to develop innovative, market-aligned product solutions. Excel at promoting cross-functional collaboration, tackling complex challenges, and streamlining processes to elevate service delivery. Strategically focused on cutting operational costs and guiding product development from conception through to successful market launch. Possesses unique combination of talents in communication, negotiation, and stakeholder engagement, supported by comprehensive grasp of CRM software, project management tools, and sophisticated data analysis. Areas of Expertise Customer ExperienceOptimization Agile Product Development Strategic Business Planning Cross-Functional Leadership Operational Process Efficiency Data-Driven Decision Making Product Lifecycle Management Customer Relationship Management Team Performance Enhancement Market Trend Analysis Stakeholder Relationship Building Continuous Process ImprovementProfessional ExperiencePipedrive, St. Petersburg, FLGlobal Channel Program and Operations Manager2021 PresentOrchestrate global channel program strategies, aligning partner goals with organizational objectives to drive mutual success and revenue growth. Manage operational processes for channel partners, ensuring seamless onboarding, training, and support, fostering strong, productive relationships. Analyze performance metrics to identify improvement opportunities, implementing enhancements to optimize partner satisfaction and operational eciency. Key Contributions: Galvanized top-tier team to drive channel sales managers beyond annual sales targets by ~$3M for two consecutive years. Enhanced partner relationships and sales eciency through strategic onboarding of 70+ new partners annually. Reduced new partner onboarding time within first six months, streamlining integration processes and accelerating productivity. Cut new partner speed to revenue by 40%+ in first year, maintaining efficiencies into second year, enhancing partner profitability and engagement.Pipedrive, St. Petersburg, FLCustomer Solutions Manager2019 2021Launched Florida location by establishing robust customer support foundation and expanding to include sales and success teams, resulting in enhanced customer relationships, team cohesion, and marked increase in office revenue. Orchestrated seamless integration of customer feedback into product development processes, ensuring alignment with customer needs and market demands. Spearheaded comprehensive training programs for support staff, elevating customer service standards and operational efficiency. Key Contributions: Pioneered customer inquiry categorization system, driving numerous data-driven operational improvements and customer satisfaction boosts, including digital journey that reduced support-engaged volume by 20%. Page 2 of 2 Facilitated seamless transition to remote work, boosting employee Net Promoter Scores (ENPS) by 10% and productivity by 18%. Mentored five team members towards internal promotions within year, demonstrating leadership in talent development and career progression.CitiCorp, HagerstownMD Ops Support Supervisor2016 2019Oversaw fraud prevention in Branded Cards and Retail Banking sectors, implementing strategies that significantly reduced fraud incidents, safeguarded assets, and bolstered customer trust in financial operations. Oversaw daily operational support activities, ensuring alignment with corporate objectives and compliance standards. Coordinated with cross- functional teams to troubleshoot and resolve complex operational issues, enhancing efficiency and customer satisfaction. Implemented continuous improvement strategies to optimize processes, reduce costs, and improve service quality. Key Contributions: Directed line balancing initiatives for The Home Depot, achieving $55K monthly savings on headcount through optimized system access, training, and support. Maintained highest quality and production stats among 12 fraud prevention teams across three locations for two consecutive years. Mastered remote management of multiple sites, domestically and globally, maintaining eNPS of 80+, reflecting high employee satisfaction and effective leadership. Realized monthly savings of $115K by reallocating low-risk work to another site, optimizing team focus on high-risk volumes and enhancing operational efficiency.PHEAA, Harrisburg, PABilingual Call Center Supervisor2011 2015Established procedures for incoming calls and document processing that adhered to federal guidelines and company standards. Improved compliance rates and customer service through ongoing staff education on federal student loans, forgiveness programs, eligibility, and repayment processes. Designed training programs that enhanced soft skills and operational efficiency.Key Contributions: Boosted bilingual recruitment by 50% in first year, meeting service level agreements in subsequent years, expanding team diversity and linguistic capability. Secured top three team ranking for overall performance out of 36 teams monthly for four years, evidencing sustained excellence and competitive advantage. Trained new supervisors in mentoring and performance management, contributing to leadership development and organizational growth.Additional Experience General Manager, Rubber Sheet Roll, Shippensburg, PA Carpenter, Mason, and Platoon Leader, Military Service Army Reserves (Honorable Discharge) |
