Cathi Roberts
Burlington,NC
Summary
Management professional with over 20 years of experience in team leadership, employee coaching, and customer relationship management. Demonstrated success in motivating teams, enhancing service delivery, and resolving complex issues. Expertise in onboarding, training, performance coaching, and process improvement. Skilled in leveraging AI-powered tools, CRM platforms, and digital communication strategies to drive operational performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CLIENT SERVICES REPRESENTATIVE
AICPA
Durham, NC
01.2025 - Current
- Delivered exceptional customer experiences, consistently exceeding quality assurance scores and compliance standards.
- Surpassed upsell and cross-sell targets by effectively identifying customer needs and recommending suitable products.
- Managed high-volume workload with accuracy, ensuring strong case documentation and timely resolution of inquiries.
- Recognized as a dependable team contributor, building rapport and solving complex customer issues efficiently.
FOUNDER & ORGANIZER
Hydrowarrior
Burlington, NC
01.2018 - Current
- Founded and led a community-based fundraising initiative supporting individuals and families facing significant challenges.
- Successfully planned, organized, and executed annual events for eight consecutive years, increasing participation and community involvement.
- Coordinated volunteers, business sponsors, vendors, and community leaders to achieve fundraising and outreach objectives.
- Managed event logistics, budgeting, marketing, communications, and stakeholder engagement.
- Built long-term partnerships throughout the community, strengthening support networks and expanding event impact.
- Demonstrated servant leadership by creating opportunities for community collaboration and charitable giving.
CLIENT RELATIONS & MARKETING MANAGER
Convergence
Mebane, NC
01.2015 - 01.2025
- Managed client relationships for a technology-focused organization, ensuring high levels of satisfaction and retention.
- Led onboarding and training initiatives that supported successful client implementation and adoption.
- Collaborated with internal teams to resolve customer concerns and improve service delivery.
- Developed marketing content and social media campaigns that increased engagement and strengthened brand visibility.
- Implemented customer feedback processes to identify opportunities for operational improvement and enhanced client experiences.
- Represented the organization at networking events and industry functions to strengthen business relationships and identify growth opportunities.
INSIDE SALES MANAGER
Surveillance Consulting
Elon, NC
01.2002 - 01.2014
- Led, coached, and developed a customer-focused sales team responsible for achieving revenue and customer retention goals.
- Conducted onboarding, training, mentoring, and performance coaching to support employee success and professional development.
- Monitored productivity metrics and implemented performance improvement strategies that enhanced team effectiveness.
- Managed workflow distribution and resource allocation to meet customer demand and business objectives.
- Built strong client relationships that resulted in repeat business, referrals, and long-term account growth.
- Consistently exceeded sales goals through strategic planning, team leadership, and customer-focused solutions.
Education
ASSOCIATES/ EDUCATION - Haw River, NC
ACC
Haw River, NC01.1994
Skills
- CRM platforms
- Microsoft Office suite
- AI tools: Copilot, ChatGPT, Gemini
- Digital marketing analytics
- Social media management
- Email marketing tools
- Content creation
- Customer service technologies
- Data tracking and reporting
Certification
North Carolina Notary Public
Affiliations
President Burlington Rotary Club
Timeline
CLIENT SERVICES REPRESENTATIVE
AICPA
01.2025 - Current
FOUNDER & ORGANIZER
Hydrowarrior
01.2018 - Current
CLIENT RELATIONS & MARKETING MANAGER
Convergence
01.2015 - 01.2025
INSIDE SALES MANAGER
Surveillance Consulting
01.2002 - 01.2014
ASSOCIATES/ EDUCATION - Haw River, NC
ACC