AMANDA HELMEY

Hired to build, professionalize and scale the Client Experience organization to handle consistent 20% topline growth. Responsible for routine company presentations, tight departmental KPI tracking and weekly personnel one-on-one development.

Key Accomplishments

• Successfully launched omni-channel case management process and CRM, resulting in 15% decrease in abandoned service calls.
• Established key performance indicators and automated SLAs to appropriately segment customer base.
• Implemented and formalized recruitment, interview and training strategy to ensure hiring of high-potential contributors.
• Worked cross-departmentally to document all FAQs and best practices to create automated knowledge base within CRM, ensuring touchpoint consistency and operational alignment.

Responsible for strategic performance leadership, client retention / growth, customer satisfaction, business operations, cost management, associate performance management and business transformation of Spectrio’s service delivery organization and functions.

Key Accomplishments

• Part of two executive leadership teams that led PE recapitalization efforts for the company, generating exits of 12x and 14.2x multiples respectively.
• Maintained departmental CSAT scores of 96% or higher for 125,000 locations worldwide serviced by team of 125 FTEs; resulting in 104% net retention rate.
• Reduced cancellation requests stemming from poor customer satisfaction by 40%.
• Successfully integrated 19 companies into daily operations within 3 months of acquisition. Led due diligence and operations landing team efforts for 10 acquisitions that resulted in 6.0x+ EBITA through realization of synergies.
• Reduced purchasing expenses by ~$1 million annually by sourcing additional vendors and devices.
• Implemented new Account Management and Customer Service team structure in order to promote 5% organic growth within all existing accounts.
• Established new processes and procedures resulting in departmental-wide efficiencies resulting in 25% consolidation of personnel.
• Created and assisted with launch of new product to support ongoing needs and challenges of essential businesses; adding 5% increase to total MRR booked for three months in a row.

Promoted four times during tenure for consistently exceeding goals and supporting company culture.

Growth After Start

Total employees: 525%
Number of customers: 57%
Average MRR: 280%
Total customer locations: 110%
Total annual revenue: 200%
CS generated qualified leads: 550%

Led B2B marketing and communication initiatives utilizing traditional and online marketing channels, social media outlets, advertising and thought leadership opportunities to drive awareness and manage internal workload.

Key Accomplishments

• Streamlined marketing department, including report cards and summary reporting.
• Consulted clients on how to leverage value add solutions to maximize building process and excitement.
• Improved marketing communication quality and integrated new concepts to create consistent messaging.
• Successfully submitted an average of 85 request for proposal responses per year and participated in subsequent follow-up presentations.