Courtney P. Welsand
Yorkville,IL
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
11
11
years of professional experience
Work History
Director of Operations
P.M.A Refinishing INC
North Aurora, IL
07.2022 - Current
- Led Strategic operations and expansion across multiple service vertices. Resulted in 51% increase in revenue growth year - over - year.
- Launched a customer loyalty program. Saw a 26% increase in repeat customers in the 1st 6 months.
- Spearheaded digitalization of scheduling, quoting, and service tracking. Improved operational efficiency as a whole by 47%.
- Managed an annual operational budget of $2.7M+. Negotiated with suppliers our contracts, reducing overhead by 18%.
- Oversaw cross functional teams including product, marketing, logistics, and customer service.
Senior Product Manager, Customer Experience
Aldi
Batavia, IL
01.2021 - 07.2022
- Owned end-to-end product lifecycle for digital customer experiences across loyalty, personalization, and ecommerce.
- Launched self check out counters in over 2,000 stores worldwide. Monitored all feedback, analyzed, and pitched updates to improve customer satisfaction.
- Apart of the initial SAP rollout for Aldi worldwide. Trained over 500 employees from multiple districts on the new SAP system and was the single point of contact.
- Managed 1,200 core range, and 250 limited items in warehouse and in stores domestically.
Senior Product Manger
Perfect Match Auto
Naperville, IL
05.2018 - 01.2021
- Developed product strategy for customer retention tools and personalized service plans. Offered customers an in house plan in lieu of their insurance, which increased revenue by $58k the 1st year.
- Collaborated with an engineering firm to build a new, user friendly, mobile platform for service booking. Reduced phone calls by 63%, resulting more work productivity.
- Conducted VOC research and funnel analysis to improve NPS by 28 points within 15 months.
- Launched a referral program. Resulted in 2X increase in monthly signups.
Office Manager
Dr. Crombie DDS
Naperville, IL
12.2016 - 08.2020
- Streamlined daily front and back office operations for a high - volume dental practice. Annual revenue of over $1.5M.
- Introduced new patient recall system. Boosted appointment adherence by 30%, and freed up staff due to new automated system.
- Met with suppliers and negotiated supply fees. Moved 95% of supplies to a single manufacture, and saved company over $20k annually.
- Maintained HIPAA compliance and managed a team of over 18 across front desk, billing, clinical, and C-suites.
Dental Assistant / Patient Care Coordinator
Dr. Crombie DDS
Naperville, IL
01.2015 - 12.2016
- Assisted chair side in general and cosmetic dentistry.
- Coordinated patient flow and optimized chair utilization, reducing wait times.
- Educated patients on post-op care, treatment options, and oral hygiene practices.
- Built rapport with patients to ease dental anxiety.
- Led transition from paper to digital charting. Improved record accuracy and office efficiency.
- Monitored inventory and ordered supplies. Kept clinical operations fully stocked and under budget.
- Maintained HIPAA compliance with sterilization protocols in line with OSHA regulations.
Education
AAS - Business Administration & Management
Waubonsee Community College
Sugar Grove, IL05.2008
Skills
- SAP and SQL
- JIRA and Tableau
- Google Analytics and Microsoft Office
- Salesforce and MS Project
- Scheduling and inventory systems
- Product lifecycle management
- Cross-functional leadership
- Go-to-market strategy
- Business process optimization
- Agile and Scrum methodologies
- Executive communication
- Budgeting and P&L management
- Data-driven decision making
- Stakeholder engagement
- Customer experience strategy
- Loyalty program development
- Consumer behavior analysis
- Roadmap development
- Competitive analysis
- Technical collaboration with engineering
- Post-launch scaling
- Workflow improvement
- Vendor management
References
References available upon request.
Timeline
Director of Operations
P.M.A Refinishing INC
07.2022 - Current
Senior Product Manager, Customer Experience
Aldi
01.2021 - 07.2022
Senior Product Manger
Perfect Match Auto
05.2018 - 01.2021
Office Manager
Dr. Crombie DDS
12.2016 - 08.2020
Dental Assistant / Patient Care Coordinator
Dr. Crombie DDS
01.2015 - 12.2016
AAS - Business Administration & Management
Waubonsee Community College