Hi, I’m
GINA SIMMONS
Foley,Baldwin County, AL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
8
years of professional experience
Work History
Heart Legacy/Sales Mail
Customer Success Specialist
10.2023 - Current
Job overview
- Training and onboarding for post-sale end users utilizing deck building and presentation skills
- Acquiring customer knowledge through research, segmentation, analysis and differentiation
- Relationship management and updating of CRM (ZoHo)
- Branding committee champion for transitional timeframe
- Utilizing a video platform for optimum messaging, increasing awareness, adoption and addiction! Tracking using Zoho as a CRM and Microsoft Teams for internal communications
- Consistently hitting a 101.9% retention rate with current managed accounts.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
Social Butterflies LLC
Owner / Operator
12.2022 - Current
Job overview
- Spearheading the overall website development and re-branding congruent to current business solutions for optimal market positioning
- Targeted marketing campaigns to key demographics, resulting in increased engagement and conversion rates
- Creating content for launch, branding and pipeline on websites, social media, collateral and more
- Specializing in logo design, branding, web design, and aesthetics services, enhancing overall business image and profitability
- Increasing sales and analytics within the Meta suite as well as Google for each client.
Home Design Center
Director of Marketing and Customer Relations
06.2022 - 12.2022
Job overview
- Achieved project milestones and delivered results exceeding expectations
- Growing revenue beyond 5 million in the first 4 months of project delivery
- Demonstrated strong leadership skills by effectively coordinating cross-functional teams
- Also integrating with the local community and chambers to highlight local growth
- Developed expertise in utilizing industry-leading software tools for project management.
- Collaborated closely with sales teams to develop effective marketing collateral that supported lead generation goals.
- Managed cross-functional teams to execute successful marketing initiatives, enhancing company reputation and customer engagement.
- Regularly presented marketing insights and recommendations to executive leadership, ensuring alignment with overall business objectives.
- Developed comprehensive marketing plans for product launches, resulting in increased sales and market share.
- Organized and executed robust, creative experiential marketing events.
- Coordinated with creative team to generate dynamic marketing content and communication tools for promotional campaigns.
Customer Care Supervisor
Care Operations Manager
02.2020 - 06.2022
Job overview
- Generated monthly performance metrics and analytical reports, communicating marketing campaign successes to clients
- Supervised and empowered 30+ remote employees
- Directed day-to-day operations by implementing short-term and long-term strategies to achieve business plan and profitability goals
- Creating outsourcing through international vendors to cut center labor by 30% of needed thresholds
- Managed scheduling, training, and quality assurance for our team, delivering positive and insightful customer experiences
- Utilizing Salesforce and then Zoho as a CRM
- Using Slack for internal communications and presentations
- Unblocking friction points, proactively addressing customers concerns and understanding the individual team needs and processes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
City of Denver/ Denver International Airport
Ground Transportation Supervisor
09.2019 - 05.2021
Job overview
- Coordinated and supervised all contractor, public, and private transportation operations at Denver International Airport, overseeing 30+ agents and conducting code enforcement procedures
- Working cross-functionally with city officials and C-level leadership to develop and execute operational plans for ground transportation
- Utilizing Salesforce in a robust reporting CRM and Microsoft Teams for internal communications and presentations
- Teamed up on a 1.3 million dollar transportation plan with the City of Denver
- Managed employee allocation based on influx and necessity, ensuring efficient and effective operations.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Envysion
Customer Success Manager
01.2017 - 09.2019
Job overview
- Directed account engagement, ensuring customer satisfaction and product irreplaceability
- Coordinated employee training and product development training for specified employees, serving as a communication focal point
- Created the addiction of end user to use SaaS with an innovative approach
- Utilizing Salesforce as a cohesive CRM
- Solicited regular internal and external partner feedback to lead continuous process improvements, specifically related to client retention and escalations.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Education
Aurora Community College
01.2001
Mesa Community College
01.1997
University Overview
GPA: 3.2
Skills
- Feedback collection
- Sales Support
- Customer Segmentation
- CRM Software
- Sales expertise
- Building rapport
- Problem Resolution
- Project Management
- Project Planning
- Project planning and development
- Project Scheduling
- Project tracking
Awardsandacknowledgements
- Received Green Belt Certification from the City of Denver
- Won innovator of the year award with Envysion
References
References upon request
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Specialist
Heart Legacy/Sales Mail
10.2023 - Current
Owner / Operator
Social Butterflies LLC
12.2022 - Current
Director of Marketing and Customer Relations
Home Design Center
06.2022 - 12.2022
Care Operations Manager
Customer Care Supervisor
02.2020 - 06.2022
Ground Transportation Supervisor
City of Denver/ Denver International Airport
09.2019 - 05.2021
Customer Success Manager
Envysion
01.2017 - 09.2019
Aurora Community College
Mesa Community College
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