Mindy Koch

Experience

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  Organized For Success

  May 1998 - Sept 2007

  Owner/Consultant

  ✔ Created and sold written "how-to" products on Total Quality Management, Kaizen for entrepreneurs, systems thinking, productivity, efficiency, as well as home office and digital organization.✔ Created training screen share videos on how to use computer software or online applications to increase productivity with a focus on Microsoft Office primarily.✔ Had joint alliances and shared projects with other entrepreneurs spanning multiple countries including India, the Netherlands, Australia, and Canada.✔ Managed programmers and a graphics design team in India.✔ Was an early adopter of most online platforms and tech, including learning HTML, C++, CSS, and Wordpress, OpenOffice, and other open source software. Show less

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  Family and Morale, Welfare and Recreation Directorate

  Sept 2007 - Jul 2008

  FMWR Finance Clerk

  ✔ Oversaw accounts receivable, including billing and collections of FMWR patrons for Fort Leavenworth Golf Course, Flying Club, Skeet and Trap Club, and Bowling Alley.✔ Processed daily account reports for all 16 divisions of Fort Leavenworth FMWR.✔ Was first Lean Six Sigma White Belt and Green Belt at Leavenworth FMWR.✔ Streamlined daily accounting reporting procedures by two days to national FMWR.✔ Managed LSS project team and completed the first LSS Green Belt project for the Installation Management Command branch at Fort Leavenworth.✔ Created Internal Control Plan for all 16 divisions of FMWR.✔ Improved tracking system of all assets purchased with non-appropriated funds.✔ Created and conducted LSS training as part of the onboarding procedures for new FMWR employees.✔ Addressed root causes of FMWR Golf Course financial concerns in a Kaizen project.✔ Prevented closure of Leavenworth flying club by conducting a complete audit of the current membership process and paperwork and changing billing procedures, which ultimately lead to making club profitable. Show less

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  Gardian Group

  Jul 2008 - Jul 2018

  Marketing Project Manager

  ✔ Became trusted backbone for the company.✔ Worked on a variety of campaigns for multiple clients simultaneously, performing completely different tasks for each.✔ Created websites including design, content, and SEO.✔ Designed social media posts and interacted with followers.✔ Cleaned up online reputations via off-page SEO work, cultivatedbacklinks, and content marketing strategies.✔ Created sales funnels, including content and design.✔ Ran Facebook ad campaigns and managed FB pages.✔ Created YouTube videos and handled YouTube accounts.✔ Created Amazon listings with listing optimization.✔ Hired, onboarded, and trained global remote team members. Show less

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  Deverybody

  Jun 2018 - Apr 2022

  Client Account Manager

  I am passionate about strong client relationships and powerful branding. Your online brand isn't what you think it is, it's what your customers and clients say it is. Nothing matters more than satisfied clients.✔ Oversaw multiple agency accounts and held weekly internal and external client meetings to plan, prioritize tasks, and report on progress.✔ Coordinated with global teams adjusting for time zones, different work cultures, and diverse communication and collaboration styles.✔ Reported on analytics: funnel conversions, social media metrics, site traffic, and sales.✔ Tracked deliverables and deadlines with attention to detail to ensure meeting and exceeding client expectations.✔ Communicated complex marketing ideas, campaigns, and metrics to clients in clear and concise manner.✔ Hired, onboarded, and trained freelance or outsource workers for unique client work.✔ Performed rapid problem solving, including starting projects with incomplete information, adapting quickly to algorithm and platform changes, and adjusting smoothly to new client desires.✔ Maintained self-motivation, time management, accountability, and daily productivity over 13 years of remote work with minimal oversight from business owner.✔ Operated with continuous learning and growth mindset by pursuing education and training on technical skills and managerial leadership. Show less

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  NICE

  Apr 2022 - now

  Senior lead fully devoted to telecom clientManaging a team of customer success managers and coordinating with implementation engineers, quality assurance testers, business analysts, and stakeholders.Oversee and manage all deliverable for ContactEngines largest North American client. Executing with excellence to design and execute all deliverables and customer journeys to the client satisfactionRigorously monitoring all KPIs for improvement- Manage a team of CSM and Implementation specialist to ensure we are designing's and executing and all deliverables that impact the client. Show less As a Customer Success Manager, I work closely with my client to deliver frictionless customer service using AI and transformational automation.My key responsibilities include:▪ creating customer experience journeys that proactively solve customer problems▪ delivering successful end-to-end technical architecture to meet my client’s business objectives▪ being a trusted technical advisor to my client▪ understanding my client’s business, their key business drivers, and determining how ContactEngine can most effectively deliver customer experience improvements and financial benefits▪ providing technical savvy and customer experience expertise and guidance to my client▪ monitoring key account metrics and developing new and innovative ways to demonstrate our value▪ communicating confidently and clearly the multiple ways that ContactEngine can increase value for clientsWhat does ContactEngine do?ContactEngine uses conversational proactive AI to solve customer problems, reduce customer churn, and save large enterprise businesses a lot of money. Show less

  • Senior Product Customer Success Manager - Proactive AI Agent

    Jan 2024 - now

  • Customer Success Manager

    Apr 2022 - Jan 2024