April Rife

(Took on add. role of Diversity Contracts Manager 12/2015)

• Aligned team goals and objectives with organizational strategy, aiding business growth.
• Cultivated positive, productive team environments, resolving conflicts quickly.
• Evaluated employee performance daily and coached and trained team members, increasing quality of work and employee motivation.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Collaborated with executive team to implement continuous improvements and exceed team goals.
• Delivered regular team meetings for aligned work towards common goals, coordinating team collaboration to share ideas and build best practices.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom-line profit.
• Established and maintained highly effective relationships with clients and industry partners to drive growth.
• Drafting, reviewing, and finalizing contracts, ensuring alignment with legal and company standards, and negotiating terms and conditions with vendors, suppliers, and clients.
• Mitigated business risks by analyzing contracts' potential impacts and devising strategies to mitigate risks.
• Managed, supervised and controlled execution of contracts ranging from $1M to $50M.
• Maintaining accurate and organized contract records, including amendments, correspondence, and changes throughout contract duration.
• Overseeing contract renewals, extensions, or terminations per agreed-upon terms, and ensuring compliance with exit clauses.
• Addressed contract disputes and provided advice and guidance to resolve issues.
• Assessing and refining contract management processes, identifying opportunities for improvement, reducing operational costs, and implementing best practices to enhance efficiency.
• Tracked contract milestones and updated stakeholders to facilitate project progress.

• Communicated by phone, email and traveled for face-to-face contact for 10-15 Fortune 200-500 size accounts.
• Developed, maintained, and utilized diverse client base.
• Performed effectively in self-directed (remote) work environment, managing day-to-day operations and decisions.
• Met with customers to discuss and ascertain needs, tailor solutions, and close deals.
• Generated leads through networking, cold calls, and industry connections.
• Renegotiated contracts with expiring accounts to continue relationships with current company clients.
• Utilized customer relationship management systems to document client interactions.
• Maintained current knowledge of evolving changes in marketplace.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

• Managed team of Customer Service Representatives located on-site at client's (large financial institution) place of business.
• Developed and maintained strong relationships with clients to maintain loyalty and satisfaction.
• Responded to customer inquiries and resolved complaints.
• Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered salaries for staff.
• Completed bi-weekly payroll for 8-10 employees.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Identified customer service trends to provide recommendations for process and procedural improvements.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues where needed.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Sought ways to improve processes and services provided.

• Communicated with vendors regarding backorder availability, future inventory, and special orders.
• Investigated and resolved accounting, service and delivery concerns.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Investigated and resolved customer inquiries and complaints quickly.

• Responded to customer requests for products, services, and company information.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.