Natalie Beley

Experience

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  Teleperformance Canada

  Feb 2002 - Feb 2005

  Client Relationship Manager

  As CRM, I worked with TP's larger financial client supporting a team of 7 supervisors and over 100 reps. Developed sales campaigns for call centers and grew the clients portfolio to include online and loyalty programs. Responsible for daily call center operations, including both inbound and outbound programs. Ran several simultaneous campaigns ensuring top level quality performance for each.Trained new recruits as well as created new coaching programs, scripts and focus groups. Analyzed daily KPI's including demographic data analysis, campaign strategies, trends and more.Responsible for quarterly account program analysis to C levels reviewing the stats, ROI, performance analysis and strategic action plans. Show less

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  Villa Group

  Feb 2005 - Aug 2008

  Director of Member Services

  In this role, I spearheaded the member services and loyalty programs for developer interests in the timeshare ownership properties of the Villa Group.As a 'Quarterback', I was responsible for coordinating between the sales and marketing programs. Managed the pre and post sales operations in conjunction with the verification officers and internal operations. Point of contact for reconciliation on all onsite ownership issues and discrepancies. Worked with GM's, Guest Services and our managing partner Resortcom to resolve issues.Reconciled weekly sales and contracts. Responsible for cancellation requests and retention rates. Show less

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  Shell Vacation Club

  Dec 2008 - Jun 2009

  In-house Marketing Manager

  Shell Vacation Club developed a marketing program in order to provide members with updates and introduce new patrons to the program they offered.I managed the marketing team with new programs launched for new and returning clients. As a liaison between customers and internal (departments), I proactively dealt with customer issues and worked to provide them the best experience onsite.

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  Dell Technologies

  Nov 2009 - now

  Global Program Manager

  As a Program Manager in the Global Customer Programs (GCP) organization, I am responsible for the Global operational needs of multiple accounts. Providing the highest level of client experience, I serve as a single point of contact for the Global relationship between the Dell global customer and the various cross-functional organizations internally.End to end program management support for customer requirements include; aligning projects to business goals, managing stakeholders, communicating project milestones, addressing and resolving any risks and providing program enhancements. I provide support and communicate direction to the customer and the internal teams to achieve a ‘Best in Class’ Customer Experience.My previous roles in Dell included leading a direct Account management of over 100 accounts in the Commercial Sector and Large Enterprise.Consistently achieved client success and revenue targets by servicing the accounts through direct sales and indirectly with partner programs. Responsible for revenue, retention and strategic development of account growth, including engagement, delivery, professional services and overall customer experience.Analyzed historical account growth and market trends to target areas of opportunity with the customer. By understanding the customers needs, I assisted in quarterly plans while creating selling strategies to develop client lob's and enhance business with the key accounts. Owned all client issues, efficiently reconciling with various internal divisions. Show less