Jessica Peart
Hebron,IN
Summary
Results-driven Customer Success Program Manager with experience leading complex programs, managing client relationships, and driving customer success. Expertise in aligning business objectives with customer needs, streamlining program efficiency, and ensuring exceptional results that foster long-term growth. Skilled in program management, data analysis, cross-functional team leadership, and process optimization to deliver value in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Customer Success Program Manager, Acute
ShiftMed
02.2024 - Current
- Managed the full life cycle of healthcare staffing programs, ensuring timely and efficient placement of healthcare professionals in client facilities.
- Developed and maintained strong relationships with healthcare providers, acting as their primary point of contact for staffing needs and inquiries.
- Collaborated with recruitment, human resources, and operations teams to ensure the availability of qualified healthcare staff, meeting client specifications and regulatory standards.
- Coordinated with hospitals, clinics, and long-term care facilities to understand staffing needs, optimizing scheduling and resource allocation.
- Monitored program progress and outcomes, providing clients with regular updates on candidate placements, staffing changes, and compliance requirements.
- Identified and resolved client issues or concerns in a timely manner, ensuring continuous program success and customer satisfaction.
- Managed staffing budgets, invoicing, and contractual agreements, ensuring accuracy and compliance with agency policies and healthcare industry regulations.
- Worked with sales and business development teams to identify new opportunities, expanding the agency’s portfolio of healthcare clients and services.
- Developed reports and performance analytics to track staffing efficiency, employee performance, and client satisfaction metrics.
- Led cross-functional teams to enhance customer satisfaction and streamline service delivery.
- Developed and implemented customer engagement strategies to improve retention rates.
- Analyzed customer feedback data to identify trends and recommend actionable improvements.
- Trained and mentored team members on best practices for customer relationship management.
- Established performance metrics to measure program success and drive continuous improvement efforts.
Senior Account Manager
Enterprise Growth
06.2023 - 02.2024
- Lead and manage key accounts within the healthcare sector, fostering long-term partnerships and driving revenue growth.
- Develop and execute strategic account plans, aligning solutions with clients' unique needs and industry challenges.
- Collaborate cross-functionally with internal teams to ensure seamless implementation of solutions and superior client satisfaction.
- Stay current with industry trends and emerging technologies, providing clients with insights and recommendations to stay competitive.
- Collaborated with product and development teams to relay customer feedback and drive product improvements.
Senior Customer Success Manager
11.2022 - 06.2023
- Lead a team of customer success professionals, ensuring high-quality service and customer satisfaction.
- Implemented customer success strategies and mentored teammates.
- Collaborated with sales teams to find upsell opportunities.
- Conducted regular customer meetings to assess needs, address concerns, and supply product education.
Customer Success Manager
01.2022 - 11.2022
- Create and maintain strong, long-lasting relationships with account partners.
- Advocate scheduling ease and best practices while promoting portal features such as bonuses and guaranteed shifts.
- Analyze internal data reports for account trends and utilize best practices to strengthen account support.
- Organize meetings; support clients and use knowledge and ability to resolve any concerns and supply business reviews.
- Monitor and resolve facility disputes; aid internal teams managing the processes.
- Train newly hired Customer Success Managers and other Internal Teammates with ongoing support.
Customer Service Representative
The Gund Company
01.2019 - 01.2022
- Speak with customers by telephone, email or in person to provide information about products or services, take orders, or obtain details of special needed items.
- Review documents, such as production schedules and work orders, to determine personnel or materials requirements or material priorities.
- Enter orders and work orders based on the scheduling system and customer need by date. Revise production schedules when required due to design changes, labor or material shortages, backlogs, or other interruptions, collaborating with management, marketing, sales, production, or engineering.
- Calculate figures, such as required amounts of labor or materials, manufacturing costs, or wages, using pricing schedules, adding machines, calculators, or computers.
- Organize delivery or distribution of supplies or parts to expedite flow of materials and meet production schedules.
- Prepare purchase orders, solicit bid proposals, and review requisitions for goods and services.
Lead Shipping Clerk
07.2015 - 01.2019
- Prepares documents, such as bills of ladings and picklists to route daily/weekly shipments.
- Runs daily shipping reports and tracks work orders to ensure productivity for on time delivery.
- Prepares all documents and customs paperwork such as Certificate of Origin, NAFTA, Customs Invoices for international shipments.
- Performs last piece quality inspection per blueprints on items prior to packing.
- Processes orders for shipment through UPS, FedEx, DHL, LTL Freight.
Production Planner/Purchasing/Shipping
Refractory Service Inc
01.2014 - 07.2015
- Dispatches and sets up daily Company truck drivers work and run schedules, check in and out all other customer trucks throughout the day.
- Contact carrier representatives to negotiate rates and plan or to issue instructions for shipping and delivery of materials.
- Issues Purchase orders to vendors, tracks inbound materials and finalizes open purchase orders once complete.
- Creates all invoices for both facilities, input data to track payments and prepare for mailing.
- Receive customer payments, enter the database and file accordingly.
- Enter batch orders and provide each shop with their daily duties and schedules.
- Enter and distribute end of month inventory reports and pricing for the accountant.
Purchasing, Scheduling, Shipping Clerk, Office Administration
JDM Steel Service
04.2002 - 02.2013
- Traffic-Purchasing-Scheduling-Administration, Prepared documents, such as work orders, bills of ladings and shipping orders, to route customer orders.
- Dispatch and set up daily Company truck drivers work and run schedules, check in and out all other customer trucks throughout the day.
- Contact carrier representatives to negotiate rates and plan or to issue instructions for shipping and delivery of materials.
- Examine contents and compare with records, such as manifests, invoices, or orders, to verify accuracy of incoming or outgoing shipment.
- Develop an understanding of customers' needs and ensure that such needs are met, and all shipments are delivered on time per customer orders.
- Monitor shipments to ensure that goods come in on time and resolve problems related to undelivered goods.
- Operate telephone switchboard to answer, screen, or forward calls, supplying information, taking messages, or scheduling appointments.
Education
Diploma -
Bloom Trail High School
Sauk Village, IL07.2001
Skills
- Proficient in AS400, Visual CRM, Visual Manufacturing, Peachtree Sage 50, UPS/FedEx Software
- Well versed in Microsoft Office Excel, Outlook, Word and PowerPoint
- Prioritizing and Service Coordination Strong diligence and well organized
- Proven ability to juggle multiple account management projects at a time, while keeping sharp attention to detail
- Customer Relationship Management (CRM)
- Program & Project Management
- Problem Solving, Process improvement, Detail-oriented, Strategic planning and Data analysis
- Cross-Functional Team Leadership
- Customer Retention & Upselling
- Data Analysis & Reporting
- Process Improvement & Efficiency Optimization
- Client Onboarding & Training
- Stakeholder Engagement & Communication
- Budget & Contract Management
- Risk Management & Issue Resolution
- Agile & Lean Methodologies
- Slack
- ServiceNow
- Zendesk
- Adobe
- Zoom
- Teams
- DocuSign
- Mondaycom
- Tableau
- Cornerstone
- Oracle
- ADP
- SmartSquare
- Ring Central
- Microsoft 365 programs
Accomplishments
- Bronze level Kaizen Certified
- Barry-Wehmiller - Listen like a Leader
- 6S and Lean Management Training
- Value Stream Management Training
- Voted 2019 Customer Service Rep of the Year.
Timeline
Customer Success Program Manager, Acute
ShiftMed
02.2024 - Current
Senior Account Manager
Enterprise Growth
06.2023 - 02.2024
Senior Customer Success Manager
11.2022 - 06.2023
Customer Success Manager
01.2022 - 11.2022
Customer Service Representative
The Gund Company
01.2019 - 01.2022
Lead Shipping Clerk
07.2015 - 01.2019
Production Planner/Purchasing/Shipping
Refractory Service Inc
01.2014 - 07.2015
Purchasing, Scheduling, Shipping Clerk, Office Administration
JDM Steel Service
04.2002 - 02.2013
Diploma -
Bloom Trail High School