Amanda Stanford

• Maximize time to value for 170,00,00 + Client Opportunities / Renewals (1.2. in New Business), empowering 350+ customers while maintaining a 5 CSAT.
• Develop success plans to boost long-term business success and increase ROI of Service Cloud product.
• Analyze customer business processes and goals to propose optimal software applications and feature adoption for their respective use-cases.
• Communicate best practices and interface enhancements to promote better functionality for end users.
• Establish and maintain relationships with key stakeholders for growth opportunities and successful partnerships.
• Engage with customers to increase product adoption and influence increased product investment.
• Interface directly with customers, stakeholders and end-users regarding feature implementation, best-practices, and strategic organization development to increase overall product and end-user success.

• Fostered culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
• Managed a team of 10+ direct reports and 180+ frontline employees; overseeing daily and monthly performance, inclusive of: training, development, and career tracking.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Manage a team of 10+ direct reports and 180+ frontline employees; overseeing daily and monthly performance, inclusive of: training, development, and career tracking.
• Assessed reports to evaluate performance, develop targeted improvements and implement changes.
• Developed and implemented systems and procedures to improve operational quality and team efficiency.
• Developed effective SOPs to streamline accountability measures that align with strategic decisions to achieve both short term and long-term objectives.
• Kept operations responsive and agile with proactive troubleshooting and problem-solving of routine and complex concerns.

Daily activities included but were not limited to:

• Exceeding team goals and collaborating with colleagues to implement customer service initiatives.
• Maintaining clear and accurate interdepartmental communication in real time.
• Obtaining, synthesizing, and reporting daily performance metrics and operational reviews.
• Training and regularly mentoring direct reports on performance-oriented strategies and customer service techniques.
• Managing a team of 35+ direct reports daily and monthly performance, inclusive of: training, development and career tracking.
• Collaborating with colleagues and upper leadership to improve customer service processes and support structures station-wide.
• Strategically managing employee time and attendance from operational perspective to increase budgetary saving.
• Designing and implementing strategic plans to achieve improved station metrics, safety performance, customer experience and team development.

• Addressed passengers' concerns about delayed and canceled flights and resolved issues utilizing LAST techniques.
• Followed through on all critical inter-departmental escalations to increase customer experience.
• Enforced safety/security measures and protected sensitive zones.
• Sold, processed ticked changes, created and booked reservations, thoroughly followed through on all documentation required for distressed passengers.

Daily actives included but were not limited to:

• Managing all aspects of placement for our online master’s programs in a specified territory to ensure overall student success in the program
• Developing new outreach and engagement communication templates
• Fostering new partnerships and maintained relationships with agencies for placements
• Matching agencies with students and placing them with a sense of urgency to prevent any lapse in class registration
• Working with counterparts at the university and legal team on contract execution of partnership agreements to finalize agency contracts
• Creating individual strategy for long term placement relationships as well as fulfilling one-off placement requirements for students

Software Utilized

·SalesForce; Advanced Time Management Calendaring; DropBox/Google Drive; Zoom/Google Hangouts/Adobe Classroom