Margo B. Poole, MSOL

Experience

• 

  Sonova Group

  Feb 2011 - Nov 2018

  Customer Success Supervisor

  - Team supervision of 3 channels of business consisting of 15-20 customer success representatives- Maintained and achieved customer care metrics for service for order processing and call queues. - Designed training modules for system updates, soft skill training and team career development. - Recruitment, selection, and orientation of new customer success agents - Delivered yearly employee performance reviews, developed action plans for agent success.- Led management team overall in employee engagement activities resulting in higher employee satisfaction. - Project management lead for Salesforce implementation for order processing - Reporting of order processing for 4 channels of business- Analysis of data to determine where order processing turnaround times for consistent service delivery improvement Show less

• 

  Off Da Wire Jewelry Designs

  Jun 2013 - now

  Small Business Owner

  Creator of artisan one of a kind jewelry. Each design is created uniquely for the client. Clients can purchase items online, at craft events, or host a private showing for friends and family.

• 

  Adtalem Global Education

  Feb 2019 - Mar 2022

  Student Support Services-Academic Advising

  - Provided academic/financial aid advising and administrative support services to undergraduate and graduate students.- Provided guidance on academic pathing, career requirements/licensing.- Followed up on scheduled appointments (referring students to additional resources, documenting interactions, etc.)- Participate in student orientation events face to face and virtual via Zoom meeting platform.- Monitored progression to degree completion.- Worked closely with students to address academic concerns. - Reviewed and accurately maintained new, continuing and graduating student records via University database- Worked closely with DOA and Professors for student degree completion success- Contact students near graduation with concerns regarding their academic progress- Participated in various University events, such as ceremony coordination exercises Show less

• 

  Crowe

  Feb 2022 - Jun 2023

  • Reviewed, drafted, and negotiated a variety of customer-facing contracts, such as NDAs, master services agreements, order forms, RFPs, statements of work, and change orders.• Proactively collaborated with six firm partners on client engagement contracts from creation to successful execution. • Utilization of commercial contracting tools, including Salesforce, CLM, Microsoft Office Suite, Google Suite, DocuSign, and Adobe Acrobat Pro, and CRM systems. • Defined and tracked key performance indicators related to client satisfaction and engagement.• Prepared and maintained documents, contracts, and correspondence with attention to detail and accuracy. • Assisted with firmwide project implementation, policies, and standards.• Easily managed a high volume of work in a fast-paced, ever-changing environment. Show less

  • Client Engagement Specialist Senior Associate

    Mar 2022 - Jun 2023

  • Client Engagement Specialist-Sen. Associate

    Feb 2022 - Jun 2023