Holli Raimer
Jacksonville,AR
Summary
Professional services leader ready to drive organizational success with focus on delivering top-tier solutions. Brings substantial experience in managing client relationships and project execution. Known for fostering collaborative team environments and adapting to changing business needs. Expertise in strategic planning and operational management.
Overview
20
20
years of professional experience
Work History
Director of Professional Services
ABC Fitness Solutions
03.2020 - Current
- Oversaw implementation and development of projects, minimizing operational deficiencies and driving customer satisfaction.
- Established long-term partnerships with clients by providing exceptional support and expert guidance on their strategic goals.
- Implemented best practices in project management to ensure timely completion of projects within scope, budget, and quality expectations.
- Streamlined internal communication channels to improve collaboration between departments, enhancing overall organizational effectiveness.
- Collaborated with cross-functional teams to develop tailored solutions for complex client challenges, increasing customer loyalty and driving repeat business.
- Proactively identified areas of potential risk within projects and devised effective mitigation strategies to minimize negative impacts on project outcomes.
- Led successful change management initiatives that positively impacted employee morale, productivity levels, and organizational culture.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Enhanced client satisfaction by streamlining service delivery processes and implementing quality control measures.
- Developed high-performance teams through targeted recruitment, training, and performance management initiatives.
- Built a strong reputation as a trusted advisor to clients and employees through consistent demonstration of industry knowledge and expertise in professional services.
- Introduced innovative tools and technologies for service delivery enhancement, leading to increased productivity and better outcomes for clients.
Director of Enterprise Data Management
ABC Fitness Solutions
01.2018 - 03.2020
- Review and analyze all existing processes to determine effectiveness, efficiency, cost/time savings and recommend improvements
- Promote team accountability in achieving established metrics and quality in day to day functions
- Mentored Supervisors & Managers of the data conversion and data analytics department.
- Determine departmental and team priorities & OKR’s for implementation daily/monthly/quarterly
- Establish and implement operational policies and procedures for day to day team job functions
- Oversee the recruitment, talent management, and training for the department
- Create and monitor metric tracking and prepare weekly/monthly reports to leadership
Manager of Data Analyst & Client Implementation
ABC Fitness Solutions
01.2016 - 01.2018
- Managed Supervisors of technical client support teams of approximately 43 employees
- Determined monthly KPI's and revenue targets for departments
- Ensure that company strategic imperatives are met and scalable.
Franchise Business Intelligence Analyst
ABC Fitness Solutions
09.2014 - 01.2016
- Work daily with clients by providing world class customer service
- Handle complete onboarding of upcoming presale clubs by collecting all required merchant documents,membership agreements, CRM Inventory, Staff Imports, scheduling Onsite Implementation technicians, and placing all required hardware orders by location.
- Build of CRM Servers for clients and process all software database mass updates.
- Crafted client specific custom reports tailored to their business needs
Call Center Supervisor
ABC Fitness Solutions
05.2012 - 09.2014
- Remotely managed 26 agents for inbound/outbound call center
- Provide daily coaching, training, and assistance to representatives.
- Provide dedicated client management to high profile clients
Call Center supervisor
FTD.com
02.2008 - 03.2011
- Managed call center team of 55 agents for inbound sales call center
- Provided daily coaching, training, and assistance to representatives.
- Managed Payroll for department and responsible for interviewing and hiring employees.
Vendor Management Supervisor
Health Authority
01.2005 - 10.2007
- Remotely supervised outsourced call center management team at PFS Web in Dallas, TX
- Conducted bi-weekly supervisor calibrations to discuss team productivity and goals. Managed performance analysis of vendor and team.
- POC for BBB customer escalations
- Provided client quality monitoring and feedback for performance improvement
Education
Diploma -
Dr. Phillips High School
01.1996
Skills
- 25 years of Leadership Experience in Professional Services, Client Management, Software implementation and Team Building
- Extensive experience in defining processes, structure and department standards for start up teams by building out an efficient quality driven process for both employee and company
- Extensive Experience in building trusting relationships with employees, peers and clients
- Skilled at Conflict Management, Employee Retention, Teamwork and Collaboration
- Extensive Experience in Project Management & Planning
Accomplishments
- Received 3 nominations for the Founders Award in first 6 months of program implementation
- Promoted from senior customer service representative to account supervisor within 90 days of employment
- Received District manager kudos for excellent work ethics and accuracy in data entry
- Identified opportunities for additional company revenue via mail processing, seeds, and marketing
- Identified and implemented various client deliverables during employment such as an OCR, Dedicated billable hours, and individual representative performance report.
- Received compliment from Call Center Director stating that I was the best hiring decision the company ever made due to my excellent work ethic and daily contributions.
Awards/Achievements
Club Excellence Nominee 4 Consecutive Years (2020-2024): employee & peer submitted nominations for consistently providing excellence in day-to-day responsibilities.
ABC Impact Award Nominee: Gold Heart Nominee for excellent employee and client support
Community Service - Tornado Relief with New Life Church
Timeline
Director of Professional Services
ABC Fitness Solutions
03.2020 - Current
Director of Enterprise Data Management
ABC Fitness Solutions
01.2018 - 03.2020
Manager of Data Analyst & Client Implementation
ABC Fitness Solutions
01.2016 - 01.2018
Franchise Business Intelligence Analyst
ABC Fitness Solutions
09.2014 - 01.2016
Call Center Supervisor
ABC Fitness Solutions
05.2012 - 09.2014
Call Center supervisor
FTD.com
02.2008 - 03.2011
Vendor Management Supervisor
Health Authority
01.2005 - 10.2007
Diploma -
Dr. Phillips High School
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