Christie Taylor
Modesto,CA
Summary
Program Manager with over 15years of extensive experience managing multimillion-dollar contracts for OEM partners, including John Deere at Parker Hannifin. Proven expertise in contract administration, order management, and strong alignment with Parker's Win Strategy.
Overview
7
7
years of professional experience
Work History
Program Manager
Move This World
11.2024 - Current
- Served as primary contact for over 50 district customers, managing contracts and service renewals.
- Monitored program progress, compiling comprehensive reports for stakeholders.
- Developed project plans and set objectives while identifying potential risks.
- Produced dashboards and metrics to evaluate contract compliance and client satisfaction.
- Collaborated with teams across departments to resolve escalations and billing issues.
- Implemented process improvements, reducing onboarding time and boosting participation by 35%.
- Oversaw project timelines to ensure grant compliance and deliverable completion.
Group Client Services Specialist
TRC Healthcare
02.2021 - Current
- Oversaw portfolio of over 200 B2B accounts, managing service contracts and renewals.
- Collaborated with cross-functional teams to optimize service delivery processes.
- Maintained accurate physical and digital client account information for effective record keeping.
- Documented all customer interactions to ensure precision in records.
- Assisted onboarding of new clients, including account setup and product training.
- Resolved billing disputes and delivery discrepancies, enhancing customer satisfaction by sixty percent.
- Coordinated order processing and contract amendments with Sales, Product, and Finance teams.
- Maintained comprehensive account data in Salesforce CRM for renewal and growth strategies.
Customer Service Representative
Minted.com
01.2020 - 12.2020
- Processed high volumes of customer orders, ensuring accuracy in entry, shipment, and invoicing.
- Resolved customer complaints through empathetic listening and effective problem-solving.
- Handled billing and product inquiries while escalating systemic issues to management.
- Educated customers on products, services, and promotional offers to enhance awareness.
- Leveraged upsell and cross-sell strategies, resulting in 20% increase in average order value.
Customer Operations Specialist
Parker Hannifin
Irvine, CA
12.2018 - 10.2019
- Achieved increased customer satisfaction scores and retention in $2.5M client portfolio through effective contract management and proactive support.
- Served as the exclusive Customer Service Account Manager for John Deere, Parker’s key OEM partner, overseeing all order management, contract compliance, and fulfillment activities
- Collaborated with senior leadership to formulate sales strategies, consistently exceeding growth targets.
- Maintained CRM systems for precise tracking of pipeline status and key business metrics.
- Executed upselling and cross-selling initiatives, driving revenue growth and enhancing client value
- Developed data-driven insights and presented recommendations to enhance client success.
- Adapted services to evolving client needs and market trends, upholding service excellence.
- Partnered with sales teams to strengthen customer satisfaction initiatives.
Education
Bachelor of Arts - Business Management
DeVry University
Chicago, IL01.2018
Skills
- Contract administration and documentation
- Project planning
- Account management
- Stakeholder engagement
- Policy and procedure improvements
- Customer order management
- ERP, MRP, and CRM systems
- Billing and invoice resolution
- Performance metrics analysis
- Pricing strategy and negotiation
- Cross-functional collaboration
- Process improvement initiatives
- Compliance and regulatory knowledge
- Customer satisfaction strategies
- Salesforce expertise
- SAP and EDI processing
- Advanced Excel skills
- SSO integration expertise
- Data analytics and reporting tools
- Contract management solutions
Websites
Accomplishments
- Increased customer satisfaction by 60% through proactive account management and resolution frameworks.
- Supported more than $100M in managed accounts via accurate contract execution and process improvements.
- Drove rollout of programs in 500+ institutions while maintaining full compliance with contract deliverables.
References
References available upon request.
Timeline
Program Manager
Move This World
11.2024 - Current
Group Client Services Specialist
TRC Healthcare
02.2021 - Current
Customer Service Representative
Minted.com
01.2020 - 12.2020
Customer Operations Specialist
Parker Hannifin
12.2018 - 10.2019
Bachelor of Arts - Business Management
DeVry University