Results-driven Manager with a passion for customer service and client growth. Experienced in training and mentoring teams to achieve exceptional performance. Adept at setting production, sales, and marketing goals, while maintaining quality and maximizing personnel performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Renewal Team Manager
Heartland Business Systems
Little Chute, WI
05.2022 - Current
Coached team members in handling complex services and processes.
Monitored team performance and provided constructive feedback for productivity and quality while dealing with complexity.
Built strong customer relationships with a positive attitude and attentive response, even in complex situations.
Led a high-performing team managing client renewals and driving customer satisfaction..
Developed and executed strategies to increase renewal rates by 20% annually.
Collaborated with cross-functional teams to identify and resolve client issues.
Implemented process improvements for streamlined workflows.
Conducted performance evaluations, coaching, and training to improve productivity and customer retention.
Evaluated employee performance, fostering quality work and motivation.
Customer Business Manager
Crossmark
Minneapolis, MN
03.2021 - 05.2022
Handle client communication through various channels, ensuring prompt responses and delivering exceptional service.
Conduct joint business planning, leading to a 50% improvement in customer-specific plans and increased sales.
Successfully establish and achieve goals and objectives, resulting in 25% sales growth and an 80% success rate in negotiation.
Maintain strong relationships with partners, vendors, and suppliers, interacting with 15+ contacts daily.
Collaborate closely with key decision-makers, including buyers, category managers, and merchandising leaders, to understand brand strategies and tactics (70% of the time).
Assist Business Account Managers in developing targeted strategic client plans for effective brand promotion strategies (30% of the time).
Manager of Operations
University Of Wisconsin-Whitewater
Whitewater, WI
10.2017 - 03.2021
Directed a team of 15+ Campus Security Officers in parking, facilities, and customer service.
Implemented effective hiring and development strategies, resulting in increased employee performance and achieving goals consistently.
Reviewed key performance indicators (KPIs) and led team improvements through comprehensive training.
Managed payroll, attendance, and vacation tracking for all employees on assigned shifts.
Developed audit programs to execute internal control reviews and ensure program compliance.
Established performance standards, policies, and procedures to streamline operations and reduce labor costs by an average of 25% annually.
Order Management Supervisor
Grainger
Janesville, WI
01.2010 - 10.2017
Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
Inspected work areas to keep free of hazards and maintain proper function of safety equipment.
Provided daily communication, delegation, and training for 30+ peers in employment processes.
Authored and implemented training materials for department use, improving efficiency and accuracy in handling rejection codes.
Conducted monthly training and coaching for 5-10 new hires, evaluating performance and maintaining 90%+ score on KPIs.
Supported order placement process, demonstrated problem-solving skills to rectify errors, and efficiently managed reports (75% of the time).
Answered customer questions through voice and digital channels, delivering exceptional service.
Education
Bachelor of Science - Business Management
Upper Iowa University
Fayette, IA
05.2018
Skills
Quality Control
Task Monitoring
Customer Service
Team Management
Sales and Negotiation
Relationship Building
Strategic Planning
Training and Development
Performance Evaluation
Process Improvement
Project Management
Sales and Marketing
Staff Management
Business Planning
Certification
Cisco Black Belt Certification, Heartland Business Systems
Operations Manager Small Business New, Renewal, Endorsements at CNA InsuranceOperations Manager Small Business New, Renewal, Endorsements at CNA Insurance
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC