Ciera Smith
Dallas-Fort Worth,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare printing and data analysis industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions, and implement corrections with efficiency. Articulate, energetic, and results-oriented, with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Talented professional considered knowledgeable leader and dedicated problem solver. Brings [Number] years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.12
Overview
10
10
years of professional experience
Work History
Digital Transformation Program Manger
O’Neil Digital Solutions
01.2024 - Current
- Spearheaded and identified opportunities to improve operations and streamline processes and procedures by developing and implementing technology solutions to improve labor cost and create efficiency
- Improved operating income through the elimination of manual work and identifying additional cost savings.
- Automated repetitive tasks and processes to save time and labor by reducing the amount of time it takes for monthly close; by eliminating 90% of the errors in the flash revenue report that cause delay.
- Implemented 8 stages of billing automation in Insight to reduce time and labor cost for the Accounting and Software Engineering department.
- Manage staff training to increase team knowledge in production processes.
- Collaborate with Production teams to identify training gaps and implement a training program to mitigate the gaps.
- Reduce costs for production labor, materials, and shipping by 20%.
Apply time savings through cross functional training, building team cohesion/ succession plan training, empowering teams to implement cost saving initiatives.
Client Services Manger
O’Neil Digital Solutions
07.2022 - 12.2023
- Develop and maintain relationships with new and repeat customers by managing the company’s accounts
- Keep communication open with clients and ensure their satisfaction
- Trained, led, and developed 7 client services team members, instilling knowledge, and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability
- Conceptualize, collaborate, plan, and execute large- and small-scale marketing events including but not limited to trade show booths, social networking mixers, client dinners, corporate events
- Manage Customer Service Leads and Customer Service Advocates daily; conduct weekly sales meetings addressing KPI’s (Key Performance Indicators), logistical issues, forecasts, goals, and topical training pertaining to services the company provides or sales techniques
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of proactive work environment
- Partnered with sales executives, VPs, and sales reps to ensure their clients received vital support from the account management team to grow business and exceed target plan goals.
Client Services Lead
O’Neil Digital Solutions
11.2014 - 07.2022
- Implemented and managed many healthcare printing products and services
- Liaised with customers to demonstrate O’Neil Data systems programs and value-added products, to drive the business lifecycle, and provide information and support
- Resolved documentation errors or discrepancies
- Monitored and reported on expense reports
- Orchestrated weekly operations meetings to plan and execute strategic client projects
- Coordinate client business timelines and establish excellent client relations
- Handled all aspects of high-level client data and security practices
- Used excel to create client reports, and conduct data tracking
- Worked alongside data and composition programmers to execute and implement client projects and annual healthcare mailings
- Supported existing team members in improving their skills through performance assessments
- Managed and organized billing documents and provided clients with billing invoices.
Production Control Associate
O’Neil Digital Solutions
07.2014 - 11.2014
- Managed procurement of all purchases, print-related materials, including substrates, hardware, prototypes
- Responsibilities included training, managing all production phases of campaigns, and evaluating production procedures as new duties were assumed
- Acted as a relationship builder: manage interactions with printers, brokers, production contacts, and engineers
- Managed print projects for digital content
- Responsible for project tracking via internal Proprietary Database, Purchase Orders, Statements of Work, and delivery tracking.
Education
Bachelor of Science in Business Marketing and a minor in Business Administration -
Oklahoma State University
Stillwater, OK12.2012
Skills
- Proficient in Microsoft Office: Excel, Word, PowerPoint, Adobe
- Programming: SQL, Salesforce, Power Bi, Reqlogic, tableau, SAP
- Communication: Slack, Jira, Outlook, NAV
Highlight
- Coaching & motivating staff
- Productivity improvement
- Finance management & cost control
- Cross functional team leadership
- General management & Execution
- Data Analysis
Timeline
Digital Transformation Program Manger
O’Neil Digital Solutions
01.2024 - Current
Client Services Manger
O’Neil Digital Solutions
07.2022 - 12.2023
Client Services Lead
O’Neil Digital Solutions
11.2014 - 07.2022
Production Control Associate
O’Neil Digital Solutions
07.2014 - 11.2014
Bachelor of Science in Business Marketing and a minor in Business Administration -
Oklahoma State University
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