Bonnie O'Callaghan
Stamford,Connecticut
Summary
Results-oriented professional with comprehensive experience in customer success, account management and communications. A passionate and innovative individual with a consistent track record of success in solving complex challenges, engaging stakeholders and identifying opportunities. Strong history of serving customers, building and maintaining relationships with diverse range of stakeholders and driving sales. Outstanding oral and written communication, organizational, and critical-thinking skills. Diligent attention to detail as well as flexible and adaptable to change in fast-paced environments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
Stadium
07.2021 - Current
- Assist customers with platform onboarding and order setup to foster successful adoption and usage.
- Establish strong relationships with key customers, resulting in increased customer loyalty and referral business.
- Maintain positive customer relations by monitoring progress, addressing problems head-on and implementing successful corrective actions when necessary.
- Conduct periodic user training sessions to support customer understanding of new product launches to increase feature utilization.
- Analyze customer data to identify trends and develop strategies to improve customer retention and internal spread.
- Communicate customer needs to the product team to inform overall product development and improvement.
- Interviewed and hired employees; conducted training and mentoring of team members to promote productivity, accuracy, and synergetic engagement.
Strategy and Communications Consultant
Independent Contracts
01.2020 - 01.2021
- Provided support in public relations and organizational strategy to customers in NFP and private sectors
- Established best practices for communications and drafted messaging to persuade key stakeholders
- Streamlined internal operations through evaluation of target audience and communication procedures
- Identified compelling storylines and drafted materials to boost firm reputation
- Strategized with leaders on short- and long-term operational goals for organization and oversee project management
Insight & Project Manager
Blue Lime
08.2020 - 11.2020
- Conducted qualitative analysis and research for consulting on marketing strategy, brand positioning and new product/service development
- Developed consumer screeners and liaised with recruiters to maintain study specs
- Coordinated scheduling, replacements, prework assignments and incentive distribution for study participants
- Moderated and observed virtual interviews and mini group discussions
- Created reports to effectively convey research findings
Director of Client Accounts
The Berman Group
01.2017 - 01.2019
- Devised strategies to increase customer base, while ensuring customer retention
- Collaborated with customers to set marketing and communication objectives and developed strategic plans to achieve business goals
- Maintained and allocated resources across multiple departments and teams such as editorial, design, and web programming teams
- Increased annual conference series revenue by 20% through sales partnerships
- Created original training manuals from scratch for lead account manager positions
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Senior Account Manager
The Berman Group
01.2017 - 01.2018
- Represented organization at multiple clients’ events
- Identified and captured new business opportunities
- Scheduled timelines and tasks for strategy implementations
- Trained and mentored employees to enhance performance
- Grew annual membership by over 25% for professional organization
- Boosted $200k+ profit at an annual fundraising gala.
Account Executive and Marketing Associate
The Berman Group
01.2013 - 01.2017
Education
Bachelor of Science - Business Management, Marketing
Fairfield University – Dolan School of Business
Fairfield, ConnecticutSkills
- Customer Service
- Relationship/Business Development
- Problem Solving
- Strategic Planning
- Account Management
- Communications
Affiliations
Community Involvement
The Family Center, 2009 – Present
- Member of leadership council
- Co-Chaired host committee for Inaugural Harvest Ball fundraiser
Timeline
Customer Success Manager
Stadium
07.2021 - Current
Insight & Project Manager
Blue Lime
08.2020 - 11.2020
Strategy and Communications Consultant
Independent Contracts
01.2020 - 01.2021
Director of Client Accounts
The Berman Group
01.2017 - 01.2019
Senior Account Manager
The Berman Group
01.2017 - 01.2018
Account Executive and Marketing Associate
The Berman Group
01.2013 - 01.2017
Bachelor of Science - Business Management, Marketing
Fairfield University – Dolan School of Business
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