Catherine Marr
Westminster
Summary
Results-oriented professional skilled in growth strategies and stakeholder relationships, with a proven track record of enhancing client satisfaction and engagement. Adept at managing complex projects and optimizing customer experiences to drive company success. Seeking to leverage expertise in a challenging new role to contribute to organizational growth and success. Skilled in managing and growing a client portfolio, understanding client needs, and developing strategies to maximize customer retention and loyalty. Strong communicator with an ability to collaborate with cross-functional teams to deliver solutions that enhance client experience and contribute to company revenue. Developed and executed client engagement programs that deepened relationships and encouraged long-term partnerships. Led cross-functional teams to deliver timely solutions that addressed specific client needs, increasing customer Net Promoter Score (NPS) by 10 points. Implemented a client feedback loop, integrating customer insights into product development and service delivery enhancement. Managed and nurtured key accounts, ensuring alignment with strategic goals and delivering customized solutions to meet client objectives. Conducted quarterly business reviews with top-tier clients, presenting performance metrics and strategic recommendations for continued growth. Experienced Client Success Manager with a proven track record in fostering long-term relationships and ensuring high levels of client satisfaction. Managed a portfolio of accounts, ensuring timely delivery of products and services while maintaining high levels of client satisfaction. Drafted presentations highlighting company successes, goals achieved, and future plans when meeting with clients. Resolved complex inquiries from customers in a timely manner utilizing problem solving skills. Provided regular check-ins with clients to ensure satisfaction and identify areas for improvement. Utilized data insights from CRM systems to track customer activities, understand needs, and make informed decisions about product offerings. Facilitated training sessions on software applications or other related topics as requested by clients. Collaborated with sales, operations and product teams to ensure customer requirements are met. Conducted market research on competitors' offerings in order to better position our own products or services.
Overview
11
11
years of professional experience
Work History
Client Success Manager
Sturgill & Associates LLP
10.2022 - Current
- Results-oriented professional skilled in growth strategies and stakeholder relationships, with a proven track record of enhancing client satisfaction and engagement.
- Adept at managing complex projects and optimizing customer experiences to drive company success.
- Skilled in managing and growing a client portfolio, understanding client needs, and developing strategies to maximize customer retention and loyalty.
- Strong communicator with an ability to collaborate with cross-functional teams to deliver solutions that enhance client experience and contribute to company revenue.
- Developed and executed client engagement programs that deepened relationships and encouraged long-term partnerships.
- Led cross-functional teams to deliver timely solutions that addressed specific client needs, increasing customer Net Promoter Score (NPS) by 10 points.
- Implemented a client feedback loop, integrating customer insights into product development and service delivery enhancement.
- Managed and nurtured key accounts, ensuring alignment with strategic goals and delivering customized solutions to meet client objectives.
- Conducted quarterly business reviews with top-tier clients, presenting performance metrics and strategic recommendations for continued growth.
- Experienced Client Success Manager with a proven track record in fostering long-term relationships and ensuring high levels of client satisfaction.
- Managed a portfolio of accounts, ensuring timely delivery of products and services while maintaining high levels of client satisfaction.
- Drafted presentations highlighting company successes, goals achieved, and future plans when meeting with clients.
- Resolved complex inquiries from customers in a timely manner utilizing problem solving skills.
- Provided regular check-ins with clients to ensure satisfaction and identify areas for improvement.
- Utilized data insights from CRM systems to track customer activities, understand needs, and make informed decisions about product offerings.
- Facilitated training sessions on software applications or other related topics as requested by clients.
- Collaborated with sales, operations and product teams to ensure customer requirements are met.
- Conducted market research on competitors' offerings in order to better position our own products or services.
Senior Logistics Analyst - Customs and Border Protection
LMI
11.2018 - Current
- Supports life cycle management and sustainment for client's portfolio of programs, projects, demonstrations, and other efforts.
- Applies skills in integrated logistics support (ILS) principles to create systems that last longer, require less support, and reduce overall life-cycle costs.
- Provides ILS input in the development of requirements for new systems.
- Develops life cycle logistics support and ILS plans.
- Provides input to contract requirements for life-cycle support, test and evaluation (T&E) master plans, life cycle cost estimates (LCCE), and project management plans (PMP).
- Develops plans and metrics for maintenance and repair requirements, including performance-based logistics (PBL) and reliability-centered maintenance (RCM).
- Assesses operational and sustainment footprints.
- Develops strategies to optimize system performance.
- Assists with acquisition and implementation of operator and maintenance training program.
- Participates in technical interchange meetings by developing briefing materials, meeting agendas, and minutes and tracking action items to resolution.
- Conducts integrated logistics support management team (ILSMT) and working group (ILSWG) sessions.
- Leveraged analytics tools to evaluate current supply chain performance against industry benchmarks and KPIs.
- Streamlined existing processes by leveraging technology tools such as enterprise resource planning.
- Collaborated with vendors to ensure timely delivery of goods and services while maintaining quality standards.
- Managed cross-functional teams in the implementation of new systems and processes related to logistics operations.
- Developed and implemented logistics strategies to optimize cost savings, inventory management, and transportation optimization.
- Reviewed procedures, such as distribution, or inventory management, to deliver maximum efficiency or minimum cost.
- Analyzed logistics data, used methods such as data mining, data modeling, and cost and benefit analysis.
- Utilize shipbuilder Integrated Data Environments (IDEs) to retrieve documents and send documents to reviewers for their analysis.
- Receive, track, and circulate configuration changes and supporting documentation for Integrated Logistics Support (ILS) review.
- Submit ILS impact reviews for implementation into the configuration change during the Technical Scope Review and Change Control Boards.
- Identify, coordinate, and expedite action items in support of Logistics Configuration Data Management processing.
- Participate in Configuration Change Boards, and ensure logistic impacts are accurately represented in each Engineering Change Proposals (ECPs).
- Track approved configuration changes along with the corresponding ILS impacts and ensure impacts are updated upon completion of the configuration change for both GFE and CFE.
- Brief logistics team members on results of the Configuration Control Boards.
- Enforces contractual obligations for all logistic Contract Data Requirements Lists (CDRLs).
- Continuously tracks and monitors all logistic CDRLs from the initial requisition to delivery of final product.
- Supports Department of Homeland Security Customs and Border Protection level 1 mixed IT/non-IT program
Logistics Analyst- PEO USC, PMS 501 Logistics
CACI (Formerly CSRA)
05.2018 - 11.2018
- As acting assistant project manager logistics (APML).
- Supports life cycle management and sustainment for client's portfolio of programs, projects, demonstrations, and other efforts.
- Applies skills in integrated logistics support (ILS) principles to create systems that last longer, require less support, and reduce overall life-cycle costs.
- Provides ILS input in the development of requirements for new systems.
- Develops life cycle logistics support and ILS plans.
- Provides input to contract requirements for life-cycle support, test and evaluation (T&E) master plans, life cycle cost estimates (LCCE), and project management plans (PMP).
- Develops plans and metrics for maintenance and repair requirements, including performance-based logistics (PBL) and reliability-centered maintenance (RCM).
- Assesses operational and sustainment footprints.
- Develops strategies to optimize system performance.
- Assists with acquisition and implementation of operator and maintenance training program.
- Participates in technical interchange meetings by developing briefing materials, meeting agendas, and minutes and tracking action items to resolution.
- Conducts integrated logistics support management team (ILSMT) and working group (ILSWG) sessions.
- Leveraged analytics tools to evaluate current supply chain performance against industry benchmarks and KPIs.
- Streamlined existing processes by leveraging technology tools such as enterprise resource planning.
- Collaborated with vendors to ensure timely delivery of goods and services while maintaining quality standards.
- Managed cross-functional teams in the implementation of new systems and processes related to logistics operations.
- Developed and implemented logistics strategies to optimize cost savings, inventory management, and transportation optimization.
- Reviewed procedures, such as distribution, or inventory management, to deliver maximum efficiency or minimum cost.
- Analyzed logistics data, used methods such as data mining, data modeling, and cost and benefit analysis.
- Utilize shipbuilder Integrated Data Environments (IDEs) to retrieve documents and send documents to reviewers for their analysis.
- Receive, track, and circulate configuration changes and supporting documentation for Integrated Logistics Support (ILS) review.
- Submit ILS impact reviews for implementation into the configuration change during the Technical Scope Review and Change Control Boards.
- Identify, coordinate, and expedite action items in support of Logistics Configuration Data Management processing.
- Participate in Configuration Change Boards, and ensure logistic impacts are accurately represented in each Engineering Change Proposals (ECPs).
- Track approved configuration changes along with the corresponding ILS impacts and ensure impacts are updated upon completion of the configuration change for both GFE and CFE.
- Brief logistics team members on results of the Configuration Control Boards.
- Enforces contractual obligations for all logistic Contract Data Requirements Lists (CDRLs).
- Continuously tracks and monitors all logistic CDRLs from the initial requisition to delivery of final product.
Logistics Data and Configuration Manager - PEO USC
Booz Allen Hamilton
01.2017 - 05.2018
Computer Systems Analyst
Pacific Architects and Engineers Incorporated
12.2015 - 12.2016
- Delivers all completed CDRL comment forms to the Data Management department for the formal processing of the CDRL response letter.
- When necessary, provides clarification on CDRL review comments that do not comply with rules and guidelines of CDRL response letters.
- Requests and gathers statuses and estimated completion dates from the Data Management team on all overdue CDRL letters as well as CDRL letters with upcoming due dates.
- Request routine discussion with the Data Management team to resolve CDRL track changes and discrepancies between records.
- Downloads CDRL deliverables from the IDE and sends to reviewers for their analysis.
- Tracks CDRL response letters as they are delivered to shipbuilders.
- Enforces contractual obligations for all logistic Contract Data Requirements Lists (CDRLs) for the Littoral Combat Ship (LCS) program office.
- Continuously tracks and monitors all logistic CDRLs from the initial requisition to delivery of final product.
- Delivers all completed CDRL comment forms to the Data Management department for the formal processing of the CDRL response letter.
- When necessary, provides clarification on CDRL review comments that do not comply with rules and guidelines of CDRL response letters.
- Produces and delivers weekly spreadsheets that capture all CDRL letters processing with the Data Management department along with the amount of time they have been processing.
- Requests and gathers statuses and estimated completion dates from the Data Management department on all overdue CDRL letters as well as CDRL letters with upcoming due dates.
- Requests routine meetings with the Data Management department to work through CDRL track changes and to resolve any discrepancies between records.
- Downloads CDRL deliverables from the database and sends deliverables to reviewers for their analysis.
- Tracks CDRL response letters as they are completed.
- Receives, distributes and tracks all configuration changes for all LCS ships.
- Receives, distributes and tracks configuration cost estimates, technical scopes, updates and cancellation notices.
- Created and maintains comprehensive configuration tracker that captures all configuration changes along with corresponding ILS impacts.
- Downloads PCWs from database along with other supporting documentation and provides documents to the reviewers upon request.
- Prepares for configuration change boards by ensuring all agenda items have been reviewed for ILS impacts.
- Participated in Navy data engineering and analyst meetings.
- Documented and distributed all comments in preparation for naval flight test engineer reviews.
- Analyzed and assessed unique requirements of each individual test flight engineer.
- Organized and tracked telemetry data being transmitted from the Naval aircraft.
- Provided support to the Joint Strike Fighter F35 flight test engineers for all things related to telemetry.
- Received, tracked and processed post-flight Navy data.
- Reviewed configuration of project engineering stations, adjusted according to specific needs and requirements.
Network Technician
Inacom Information Systems
08.2015 - 12.2015
- Provided and incorporated feedback to telemetry staff on potential improvements.
- Loaded, restored and setup files prior to naval test event.
- Assisted engineers in using the project engineering stations during the flights.
- Monitored nightly backups and tracked backup errors in a Microsoft Excel spreadsheet.
- Assigned tickets relating to backup errors to technicians and monitored progress.
- Organized and documented resolution processes and uploaded processes into SharePoint.
- Assigned and closed maintenance tickets through the manage services client (LabTech).
- Responded to all incoming tickets relating to issues in both networks and devices.
- Performed troubleshooting for issues relating to Microsoft Windows devices.
- Performed preventative maintenance on personal computers and servers.
- Maintained network performance in small and large businesses.
- Installed printers, personal computers and other devices and insure proper functionality of those devices.
- Analyzed proper workflow for customers evaluated needs of a business and offered optimal solutions.
Education
Bachelors of Science - Business Administration, Major in Information Systems
Salisbury University
01.2015
Skills
- Customer satisfaction
- Deadline oriented
- Stakeholder relationships
- Client engagement
- Account oversight
- Growth strategies
Timeline
Client Success Manager
Sturgill & Associates LLP
10.2022 - Current
Senior Logistics Analyst - Customs and Border Protection
LMI
11.2018 - Current
Logistics Analyst- PEO USC, PMS 501 Logistics
CACI (Formerly CSRA)
05.2018 - 11.2018
Logistics Data and Configuration Manager - PEO USC
Booz Allen Hamilton
01.2017 - 05.2018
Computer Systems Analyst
Pacific Architects and Engineers Incorporated
12.2015 - 12.2016
Network Technician
Inacom Information Systems
08.2015 - 12.2015
Bachelors of Science - Business Administration, Major in Information Systems
Salisbury University
Security Clearance
Top Secret, SSBI, Active, DHS
Personal Information
Title: Client Success Manager