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Colleen Laurendeau
Grand Rapids,MI
Work Preference
Summary
Results-oriented Onboarding and Training Manager with expertise in client onboarding, CRM implementation, and customer training. Experienced in delivering engaging virtual training, managing complex integrations, and enhancing user adoption. Focused on building trusted client relationships and driving operational efficiency to support long-term customer success and retention.
Overview
20
20
years of professional experience
Work History
Onboarding & Training Manager
Transax Inc.
Grand Rapids, Michigan
09.2025 - Current
- Lead end-to-end onboarding and implementation for new dealership clients, ensuring seamless adoption of the company's CRM platform.
- Develop and lead engaging virtual training sessions for Harley-Davidson, powersports, and trailer dealerships, educating dealership owners, managers, sales teams, and service staff on platform functionality and best practices.
- Served as primary point of contact during onboarding, fostering trusted client relationships and enhancing overall customer experience.
- Develop and maintain training guides, knowledge based, onboarding documentation, and standard operating procedures to improve implementation consistency.
- Delivered comprehensive CRM training focused on lead management, automated messaging, pipeline management, workflow automation, and reporting, empowering customers to maximize platform adoption, operational efficiency, and sales performance.
- Build long-term customer relationships by providing ongoing education, follow-up training, and post-implementation support.
- Managed multiple large onboarding projects simultaneously, consistently meeting implementation deadlines while ensuring high levels of customer service and satisfaction.
- Troubleshoot software, workflow, and integration issues while providing timely, solution-oriented support.
- Analyze customer workflows and recommend best practices to optimize CRM utilization, streamline communication, and increase user adoption.
- Configure, integrate, and support customer accounts, utilizing a multitude of integrations such as Twilio, TransUnion, Stripe, Harley-Davidson, Talon, Facebook, Google Merchant, Finance Companies, website widget installation, DMS and CRM uploads to meet each client's operational needs.
Eligibility Specialist
Michigan Department of Health and Human Services
12.2024 - 08.2025
- Computed client budgets for shelter, personal needs, utilities, and other expenses, providing clear budget breakdowns and explanations to enhance client understanding.
- Reviews and evaluates clients' circumstances and documentation to determine the type and amount of assistance for which an applicant is eligible.
- Maintains an ongoing caseload by processing case changes, generating and sending correspondence, keeping case history files current, and responding to client inquiries and complaints.
- Authorizes medical, food, cash and child care benefits once all information has been gathered, processed, and eligibility has been determined.
Household Operations Manager
Self Employed
10.2022 - 12.2024
- Enhanced family function through effective leadership and meticulous management of household responsibilities.
- Facilitated open communication among family members, fostering strong interpersonal relationships.
- Highly skilled negotiator and problem solver.
- Streamlined family time by prioritizing activities and organizing schedules efficiently.
Business Development & Acquisition Manager
Business Owner, Digital Marketing Strategies
08.2016 - 10.2022
- Assisted in the negotiation and structuring of two acquisition deals valued at 7M collectively. Securing favorable terms that delivered 18% higher ROI than initial financial models projected.
- Analyzed operational requirements for target companies, streamlining due diligence process and enhancing acquisition efficiency.
- Built relationships with potential acquisition targets, fostering trust and open communication that facilitated negotiations.
- Managed and resolved complex employee relations issues, retaining 95% of all talent before, throughout and after the acquisition process.
- Skilled in managing employees, coordinating teams, monitoring project timelines, and ensuring seamless communication.
- Conducted post-project evaluations to identify improvement areas, enhancing future project success rates and supporting profitability growth.
- Collaborated with management to identify training and development needs, and create solutions.
- Assisted in the development of HR strategies, programs and processes.
Assistant Branch Manager
OneMain Finanical
01.2015 - 08.2016
- Became the number one loan representative in the district within two months, consistently staying in the top three (of 75-80 reps) month after month.
- Exceeded sales goals every quarter by 15% through prospecting, calling on leads, cultivating relationships and referrals.
- Improved customer satisfaction by educating customers throughout loan process, ensuring clear understanding of terms and procedures.
- Developed and presented financial solutions tailored to customer needs, enabling them to meet their financial goals.
- Ensured regulatory compliance by identifying relevant regulations, establishing response protocols, conducting audits, and providing ongoing training.
- Utilized Salesforce CRM daily to keep detailed records on all customer interactions.
- Utilized Microsoft Office Suite daily.
Household Operations Manager
Self Employed
10.2011 - 01.2015
Insurance Sales Agent
LA Insurance
08.2009 - 10.2011
- Sold 4-10 new policies per day, utilizing consultative sales strategies.
- Increased policy sales through innovative marketing strategies and exceptional customer service, enhancing client engagement.
- Developed and maintained strong relationships with clients, resulting in a 96% retention/renewal rate.
- Sourced new clients and built relationships through targeted research, networking, direct referrals, lead databases, and cold calling.
- Generated customized quotes and proposals for clients by leveraging seven different insurance carriers to meet individual needs.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
Account Executive
WLNS TV6
05.2006 - 08.2009
- Obtained and managed a portfolio of 60+ client accounts, delivering consistent revenue growth of 20% YOY.
- Utilized CRM software to track customer interactions and identify upsell opportunities, resulting in a 10% increase in revenue from existing clients.
- Cultivated strong client relationships through effective communication and exceptional customer service, enhancing client loyalty.
- Tracked customer retention rate, maintaining it between 95% and 96% year over year to support ongoing business stability.
- Conducted prospecting through diligent research, in-person visits, cold calling, and consistent communication with local business owners and key decision makers to drive new business opportunities.
- Developed and presented comprehensive television based marketing strategies, resulting in increased brand awareness and revenue growth for the client's business.
Education
Bachelor of Science - Television & Digital Media Production
Ferris State University
Big Rapids, MI05-2006
Certification
- State of Michigan | Department of Insurance & Financial Services | Life, Accident & Health Insurance Producer License (Active)
- CNPR Certified | National Association of Pharmaceutical Sales Representatives (NAPSR)
Skills
- Customer Onboarding
- User Training & Platform Adoption
- Client Training & Enablement
- Project Coordination
- Technical Training
- Workflow Automation
- Customer Success
- Process Improvement
- Solution-Oriented Problem Solving
- Relationship Management
- Cross- Functional Collaboration
- HubSpot CRM, Microsoft 365, Google Workspace, Twilio, TransUnion
- Microsoft Teams, Google Meet, Zoom, SharePoint, Jira, Confluence, DocuSign
- Team Leadership
- Adaptable and Resilient
References
Available upon request
Timeline
Onboarding & Training Manager
Transax Inc.
09.2025 - Current
Eligibility Specialist
Michigan Department of Health and Human Services
12.2024 - 08.2025
Household Operations Manager
Self Employed
10.2022 - 12.2024
Business Development & Acquisition Manager
Business Owner, Digital Marketing Strategies
08.2016 - 10.2022
Assistant Branch Manager
OneMain Finanical
01.2015 - 08.2016
Household Operations Manager
Self Employed
10.2011 - 01.2015
Insurance Sales Agent
LA Insurance
08.2009 - 10.2011
Account Executive
WLNS TV6
05.2006 - 08.2009
Bachelor of Science - Television & Digital Media Production
Ferris State University