BATAVIA CHOCTAW
Chicago,IL
Summary
Accomplished leader with 25+ years of expertise in client and project management, and business operations. Proven track record in top-tier client relationship management, showcasing exceptional interpersonal, leadership, communication, and presentation skills. Known for delivering innovative operational solutions, adeptly balancing client needs with organizational goals. A strategic thinker who excels in implementing decisive actions to optimize performance while minimizing risk.
Overview
24
24
years of professional experience
Work History
Assistant Vice President of Customer Experience
FifthTheory, LLC
Chicago, IL
01.2019 - Current
- Ensures customer support operations are managed effectively with a focus on maintaining high service standards and resolving issues promptly
- Serves as the lead Project Manager, overseeing the execution of strategic client projects and internal initiatives
- Manages customer relationships and serves as the primary contact for enhancing customer experience
- Design and execute customer experience strategies to enhance company goals
- Establishing and maintaining processes for collecting and acting on customer feedback.
- Serves as a liaison between the organization and external partners and vendors.
- Support senior leadership by reviewing and prioritizing strategic initiatives.
Senior Manager of Client Engagement
GENERAL DYNAMICS INFORMATION TECHNOLOGY
Chicago, IL
01.2011 - 12.2018
- Managed a team of Project Managers, Service Center Representatives, and Administrative personnel
- Direct oversight of all client facing programs and projects to ensure client satisfaction, client retention and program and project profitability
- Provided project management leadership for critical client projects and internal initiatives
- Coordinated and collaborated with internal and external human resources personnel, technical professionals, operational managers, and executive leaders.
- Developed and sustained strong relationships with external vendors and contractors
- Managed resource allocation for new business opportunities in relation to current and prospective clients.
- Designed, reviewed and updated policies, procedures and guidelines to ensure client programs met satisfaction and business objectives.
- Developed and delivered internal and client training programs
Manager of Client Services
GENERAL DYNAMICS INFORMATION TECHNOLOGY
Chicago, IL
01.2007 - 12.2011
- Supervised a team of Service Representatives who provided product and technical support to clients
- Conducted new and ongoing team member training to ensure optimum satisfaction of clients
- Improved service quality results by monitoring and analyzing service metrics and refining standard operating procedures
Project Manager
GENERAL DYNAMICS INFORMATION TECHNOLOGY
Chicago, IL
01.2000 - 12.2007
- Responsible for the development and implementation of multiple projects simultaneously
- Developed and maintained relationships with key business and client stakeholders to provide a single point of contact
- Coordinated and led project meetings while monitoring, analyzing and reporting project status
Education
Bachelor of Science in Administration (In Progress) -
Capella University
North Western University
DePaul University
Skills
- Client Relationship Management
- Senior Executive Consultation / Collaboration
- Strategic Partnerships Relations
- Cross-functional team leadership
- Project Management / Change Management
- Planning and Organizing
- Decision Making / Judgment
- Persuasive Communication
Timeline
Assistant Vice President of Customer Experience
FifthTheory, LLC
01.2019 - Current
Senior Manager of Client Engagement
GENERAL DYNAMICS INFORMATION TECHNOLOGY
01.2011 - 12.2018
Manager of Client Services
GENERAL DYNAMICS INFORMATION TECHNOLOGY
01.2007 - 12.2011
Project Manager
GENERAL DYNAMICS INFORMATION TECHNOLOGY
01.2000 - 12.2007
Bachelor of Science in Administration (In Progress) -
Capella University
North Western University
DePaul University
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