Riley Howard
Marysville,WA
Summary
Results driven people leader with more than 10 years of experience providing solutions and delivering quality customer service solutions to employees and customers. Highly skilled and committed employee capable of data gathering, analyzing and determining the best course for all parties involved. Unwavering commitment to customer satisfaction, with the ability to resolve complex issues, exceed company goals, and win customer loyalty increasing company value. Currently pursuing a Bachelor's Degree in Human Resources.
Overview
19
19
years of professional experience
Work History
Manager, Project Management
Ziply Fiber
11.2023 - Current
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Lead weekly calls with executive leadership to report on the state of the business and provide detailed updates on commercial revenue targets.
- Presented key initiative updates at quarterly director meetings.
- Created employee productivity reporting and tools to increase efficiency and improve customer experience.
Supervisor, Project Management
Ziply Fiber
01.2022 - 11.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Created revenue reporting tools to capture monthly revenue actuals compared to company target.
- Lead and developed a high performing team of project managers that exceeded company revenue targets year over year.
- Maintained strategic customer relationships by providing transparently and progressive updates on complex projects.
- Collaborated with Sales, Field operations, Technology and Product teams to meet key initiatives and ensure processes were streamlined and simplified.
Project Manager, Commercial Sales
Ziply Fiber
08.2020 - 01.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Facilitated weekly calls with strategic customers to foster relationships and keep stakeholders informed of key initiatives.
Billing Specialist
Salish Communications
12.2019 - 08.2020
- Analyze customer accounts for products and/or services.
- Provide monthly and quarterly revenue reporting including local, federal and state taxes.
- Communicate with high dollar corporate customers via email and phone.
- Lead discussions on order flow improvement.
- Write orders for telecom customers for a wide variety of services.
- Audit and review all orders for accuracy and timely completion.
- Experience with VFO and LSR orders submitted from Salish CLEC to ILEC carriers.
- Provide support to customer service team.
- Experience with complex telecommunications servies, such as ethernet, PRI, SIP.
Account Manager
Frontier Communications
05.2016 - 12.2019
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Increased customer satisfaction by building strong relationships and addressing their needs promptly.
- Reduced churn rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable customers while maintaining positive relationships with all parties involved.
- Established clear communication channels between customers and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among customers.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Improved overall team productivity by implementing best practices in organization and time management.
Logistics Senior Manager
Target Corporation
08.2011 - 04.2016
- Manage and develop logistics team of 30 to exceed company goals
- Responsible for interviewing potential candidates to identify and hire highly qualified and long term employees
- Skilled in addressing customer concerns with speed, accuracy, and the utmost professionalism
- Creatively schedule employees to support internal/external customers, maximize efficiency and utilize payroll
- Utilized conflict resolution skills daily to resolve internal employee conflicts, and customer complaints.
- Repeatedly exceeded Red Card sales and efficiency goals.
- Experience leading investigations of misconduct and delivering discipline
- Review federal and state laws to confirm and enforce company labor compliance
- Facilitate monthly meetings to develop strategies that positively influence workplace relationships
- Promotes revenue building, and quality customer experience through proactive daily coaching.
Starbucks Manager
10.2008 - 08.2011
- Lead a team to provide immediate and rapport building customer service to all customers
- Tracked and analyzed data trends on monthly and yearly basis to maximize ordering and scheduling efficiency
- Recruited and trained Starbucks team members resulting in lowest churn while exceeding corporate sales and service standards
Sales Floor Team Member
08.2006 - 10.2008
- Continuously exceeded departmental sales, presentation and service goals
- Provided excellent customer service while finding revenue building solutions for all parties
Education
Bachelor of Arts - Human Resources
Washington State University
2017
Associate of Arts - Business Administration
Edmonds Community College
Edmonds, WA2015
Skills
- Exceptional interviewing skills
- Self driven motivator/Self starter
- New hire orientation experience
- Strong organizational skills
- Microsoft office proficient
- Customer service focused
- Exceptional coaching skills
- Cross-Functional team management
- Proven coaching record
- Skilled Win-Win negotiator
Timeline
Manager, Project Management
Ziply Fiber
11.2023 - Current
Supervisor, Project Management
Ziply Fiber
01.2022 - 11.2023
Project Manager, Commercial Sales
Ziply Fiber
08.2020 - 01.2022
Billing Specialist
Salish Communications
12.2019 - 08.2020
Account Manager
Frontier Communications
05.2016 - 12.2019
Logistics Senior Manager
Target Corporation
08.2011 - 04.2016
Starbucks Manager
10.2008 - 08.2011
Sales Floor Team Member
08.2006 - 10.2008
Bachelor of Arts - Human Resources
Washington State University
Associate of Arts - Business Administration
Edmonds Community College
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