Aimee Hemphill
Ridgeland ,MS
Summary
Goal-oriented leader with distinguished experience in Telco industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
17
17
years of professional experience
Work History
Vice President, Customer Experience
C Spire
12.2019 - Current
- Developed and executed comprehensive customer experience strategies for increased brand loyalty and long-term client retention.
- Drove revenue growth by identifying upselling opportunities and implementing targeted campaigns that catered to customers'' unique needs and preferences.
- Collaborated with cross-functional teams to improve overall customer support, resulting in reduced response times and higher resolution rates.
- Analyzed customer feedback data to identify trends and areas for improvement, leading to targeted action plans and positive outcomes.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 30%.
- Led the implementation of new CRM systems, optimizing sales team efficiency and improving customer engagement capabilities.
- Established strong relationships with key clients, ensuring their needs were met and fostering continued business growth.
- Managed a high-performing Customer Experience team, setting goals, providing guidance, and evaluating performance against established benchmarks.
- Conducted internal audits of existing processes to identify inefficiencies and recommend improvements for enhanced customer experiences.
- Spearheaded initiatives aimed at exceeding industry standards for quality assurance measures in all aspects of the customer journey.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
Director, Residential Sales
C Spire
04.2016 - 12.2019
- Increased sales in all channels by 200%
- Drove business expansion by 123% by identifying new markets, conducting research, and developing targeted marketing campaigns.
- Successfully implemented a digital transformation strategy improving online ordering, contactless payments, self checkout, cost optimization, product personalization.
- Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Championed corporate social responsibility initiatives that enhanced the company's reputation in the community and industry at large.
Manager, Consumer Wireless Support
C Spire
11.2014 - 04.2018
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Account Executive
Verizon Wireless
08.2012 - 11.2014
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Streamlined account management processes for increased efficiency and improved client retention rates.
- Collaborated with cross-functional teams to develop comprehensive marketing strategies, resulting in increased brand awareness and revenue growth.
- Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
- Monitored industry trends and competition, adjusting sales strategies accordingly to maintain a competitive edge in the market.
- Negotiated contracts successfully, securing favorable terms for both the company and clients.
- Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
Indirect Account Manager
Verizon Wireless
03.2007 - 08.2012
- Strengthened client relationships by addressing concerns and providing solutions tailored to their needs.
- Developed strategies for channel growth, resulting in increased sales and market share.
- Implemented training programs for sales teams, enhancing team performance and productivity.
- Analyzed sales data to identify trends and opportunities for improvement, leading to more effective sales strategies.
- Managed a portfolio of accounts, ensuring optimal customer satisfaction and retention rates.
- Coordinated joint business planning sessions with partners, aligning company goals and objectives for mutual success.
- Conducted regular account reviews, identifying areas of growth potential and implementing action plans accordingly.
- Monitored partner performance metrics closely, addressing any discrepancies or issues proactively to maintain long-term success.
- Built lasting rapport with key decision-makers at partner organizations through regular meetings and networking events.
- Led efforts in resolving escalated client issues promptly by working closely with customer support teams, ensuring swift resolution and client satisfaction.
- Mentored and coached junior team members, sharing knowledge and expertise to foster a collaborative work environment.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
Skills
- Team Building and Motivation
- Strategic Thinking
- Data-Driven Decision-Making
- Sales strategy
- Territory Management
- Process improvement
- Customer-centric mindset
- Digital transformation
- Customer journey mapping
- Brand Representation
Affiliations
- Travel, Boating, Golf, Family, Equestrian
References
References available upon request.
Timeline
Vice President, Customer Experience
C Spire
12.2019 - Current
Director, Residential Sales
C Spire
04.2016 - 12.2019
Manager, Consumer Wireless Support
C Spire
11.2014 - 04.2018
Account Executive
Verizon Wireless
08.2012 - 11.2014
Indirect Account Manager
Verizon Wireless
03.2007 - 08.2012
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