Experience

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  Synq solutions

  Jan 2000 - Dec 2011

  ▪ Work in partnership with development and project management team on client accounts to profile and implement data into tables via SQL Server Database. Managed and documented end user processing for system usability throughout the account life cycle for accounts like Burger King, Krispy Kreme, Hardees, Arby’s, Qdoba, and European Wax. ▪ Subject matter expert and second tier liaison for all website, accounting system and data related problems. Assist in resolving technical issues, process procedures and new data implementations via IT Support trouble ticketing system. ▪Participate in monthly product enhancement meetings, QA and process testing using the Agile (SCRUM) method.▪ Responsible for reviewing, cleaning, organizing and importing new client data into SQL tables for website setup. ▪Jr. Report writer using Crystal Reports, MS SQL Server and Great Plains DRM (Dynamic Report Manager) for reporting.▪ Determined application and operational objectives by studying data integration and data profiling for SQL tables that drive web-based software; gathered information and evaluated output requirements and formats.▪ Performed feasibility analysis, scopes projects, and collaborated with the development team to prioritize deliverables, and negotiate on product functionality.▪ Utilized Microsoft Dynamics Great Plains to created macros, reports, and stored procedures in Crystal Reports and 2005 SQL Server. Show less ▪ Managed Client Services department of 10 - 15 personnel that handled all customer order fulfillment, promotions setup, billing and research. Responsible for adequate staffing which included hiring, firing, reviews and temp support.▪ Handled several new client accounts and trained additional program managers on process and procedures for account management.▪ Reviewed all weekly clients invoicing and researched any collection disputes. Researched and validated if credit, return or payment should be made and approved accordingly.▪ Provided weekly reports to management on number of calls made per customer, number of dropped calls.▪ Monitored client service calls for accuracy of information provided as well as nature of calls, to assist client support with questions on how to perform better in current position and provide more training as needed. Show less Processed promotional fulfillment materials based on customer marketing plans and project deadlines. Demonstrated ability to successfully manage client needs and built lasting relationships with the company and client.Act as account team lead ensuring all members (sales, creative, technology, customer service and fulfillment) were informed of client expectations.Provided client and team with program reports necessary to properly manage/monitor program progress.Lead weekly account team meetings with client, vendors and fulfillment team to ensure project deadlines were on course and met. Show less

  • Business Analyst

    Jan 2008 - Dec 2011

  • Client Services Manager, Call Center Department

    Jan 2004 - Jan 2008

  • Account manager

    Jan 2000 - Jan 2004
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  Xceleration, inc.

  Dec 2011 - Apr 2016

  Account manager

  Managed program sponsored promotional campaigns launched to a First Data global audience of internal employees.• Developed Point of Sale (POS) program for First Data employees which rewarded referrals for equipment sold to businesses, which increase sales by 20% the first year.• Responsible for collaborating with vendors to ensure all campaigns and communications were translated in multiple languages (English, Spanish, Greek, Portuguese, German and French) for employee newsletters.• Collaborate with client on strategic marketing initiatives and deliver content to over 10k plus end-users in the US, Canada and overseas branches. • Oversee monthly invoicing for $1M budgeted program and monitored key performance indicators (KPI) against monthly program goals. • Responsible for reviewing, cleaning, organizing, and importing new client data into database for monthly data imports via MS Access and FTP data transfer.• Managed client web site landing pages, targeted program criteria and promotional emails resulting in increased audience participation and award redemption. Show less

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  Kdm pop solutions group

  May 2016 - Jan 2022

  Senior program manager

  • Serves as the Direct Client Liaison for Massage Envy, successfully generating sales between $4-$5 million annually for B2B franchise owners. • Strategically manage approximately 20-25 projects annually in over 1200 locations, 1800 users accounts, and 1000+ catalog products.• Manage 3 account team support personnel, serves as escalation point for customer issues and serves as department trainer for any troubleshooting and new implementation needs.• Partner closely with Development, Sales, Program Managers, Production Managers, and Warehouse fulfillment to ensure organizational goals are met and systems/processes are streamlined across departments.Key Achievements • Collaborated with development team to design and implement company proprietary software which allows B2B clients to distribute, catalog and shop for marketing assets any time. Also assisted with creation and implementation of backend solution for internal admin users to manage website setup and day to day support. V2 software is now utilized by entire company and rolled out to more than 15 clients for utilization and being presented to new customers for onboarding.• Led Implementation of 6 Program Sales client accounts and conducted ongoing training for employees transitioning into role of Program Sales Manager• Assisted with development and integration of digital imposition software that allows customizable print marketing for clients of Program Sales department generating approximately 4 million in annual revenue alone.• Streamlined the inventory replenishment process, successfully identifying gaps between program sales, production, and delivery to fulfillment. Reducing previous out of stock timing from 4-5 weeks to 7-10 business days.• Developed program documentation and reporting of ongoing development and platform enhancement to better coordinate internal resources and reduce client inquiries by 40%. Show less

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  S. montgomery admissions consulting

  Dec 2021 - Apr 2022

  Office manager / sr. client engagement (part-time)

  ● Processed bi-weekly payroll for 10 employees and managed benefits through Gusto HR.● Prioritized company and CEO inbox, delivering excellent customer care and business process analysis.● Built trusted relationships with clients, ensuring user engagement, process implementation, and client retention.

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  Ware2go

  May 2022 - Nov 2023

  Sr. client success manager

  ● Provided primary support for daily customer needs, best practices consultation, data reporting, project management, user training, and account expansion.● Managed a portfolio of mid to enterprise-level merchants, averaging a $12.5 million book of business, achieving a 91% YOY client retention rate.● Implemented corrective action procedures to resolve customer complaints resulting in improved customer satisfaction ratings and driving an 8% revenue growth in the first year.● Cross-functional collaboration with team members to resolve complex client issues, reducing escalated complaints and operational issues by 15%. Show less