Angela Johnson
Potterville,MI
Summary
Highly focused and meticulous Manager with an exceptional record of client service and leading teams. Able to manage multiple simultaneous projects with high efficiency and accuracy. Adept to working independently or managing a professional team. 18 Years supporting corporate client relationships.
Overview
17
17
years of professional experience
Work History
Team Manager
Bright Horizons
03.2023 - Current
- As Manager of the Client Success Team, I collaborate closely with the Director of Professional Services to provide day to-day management of the Client Success team
- Manage the team’s processes and methodology to drive & monitor client success and satisfaction
- Manage, track, and optimize the resource needs across the team and ensure client alignment
- Facilitate ongoing mentorship, training, and actionable feedback in support of their career goals
- Support both EdAssist 5 platform clients as well as possess extensive TOPS client and platform knowledge.
- Led employee relations through effective communication, coaching, training, and development.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Facilitated meetings to communicate team performance goals and results.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
Client Success Manager
Bright Horizons
10.2020 - 03.2023
- As Client Success Manager Managing 10+ clients’ day to day operations and changes
- Collaborated with clients to create efficiencies and updated processes
- Daily contact with internal and external partners to trouble shoot issues and suggest improvements, work to establish new contracts, provide reporting, run demographics, and manage all change controls
- Worked continuously to identify areas that Bright Horizons could help administer different programs and efficiencies for clients
- Worked independently as well as with the CRD team to ensure that client’s expectations aligned with Bright Horizons platforms and processes
- Integral part of gathering project and program requirements to establish scoping and implementation timelines for TOPS teams.
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Established a reputation for excellence in customer service, resulting in increased client referrals and expansion of business opportunities.
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
- Analyzed client feedback to identify areas of improvement for product offerings and services.
Operations Manager
GP Strategies Corporation
08.2007 - 10.2020
- As operations manager, I managed the operations team that supported GP Strategies' tuition administration program
- Responsible for operational processes and procedures
- Trained team members based on client-defined program requirements
- Managed team performance, ensuring that service level, program requirements, and customer service expectations on target
- Identified and implemented operational improvement opportunities
- Facilitated client calls on a routine basis as well as assisted in launching new clients
- Operated as the liaison among the administration team members, account managers, and system support team members
- Member of the team assisting with requirements, scoping, and testing phases for new clients and updated platform features.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Education
Some College (No Degree) - Business Administration And Management
Lansing Community College
Lansing, MISkills
- Customer/Client Relationship Management
- Problem Solving
- Team Coaching and Goal Setting
- Excellent Written and Verbal Communication
- Critical thinking or problem-solving skill
- Leading Teams
- Teamwork and Collaboration
- Strong Work Ethic
Accomplishments
Bright Horizons Rising Star Award - 2022
Bright Horizons - Butterfly Award 2023
Applicationskills
- SharePoint
- Monday.com
- Workday
- Open Air
- JIRA
- Salesforce
- Quick Base
- TOPS Platforms
- SSRS
Timeline
Team Manager
Bright Horizons
03.2023 - Current
Client Success Manager
Bright Horizons
10.2020 - 03.2023
Operations Manager
GP Strategies Corporation
08.2007 - 10.2020
Some College (No Degree) - Business Administration And Management
Lansing Community College