JO WINGATE
Philadelphia,PA
Summary
Adept at transforming challenges into triumphs, my tenure at PSI Services LLC honed my expertise in project management and stakeholder engagement. Leveraging data analytics and cross-functional collaboration, I spearheaded initiatives that markedly enhanced operational efficiency and client satisfaction, embodying leadership that nurtures both innovation and team potential. 30+ years of experience in the regulatory/licensing, including Cosmetology.
Overview
30
30
years of professional experience
Work History
ClientServices Manager
PSI Services LLC
05.2024 - Current
- Coordinated cross-functional teams to streamline service delivery processes and improve operational efficiency.
- Analyzed client feedback to identify service gaps, leading to improved support initiatives.
- Managed key account relationships, ensuring alignment with client expectations and business objectives.
- Led training sessions for staff on best practices in client communication and service excellence.
- Fostered a collaborative environment, encouraging team members to share insights for continuous improvement.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
Consultant/Contractor
PSI Services LLC
07.2023 - 05.2024
- Successfully managed multiple projects simultaneously, ensuring deadlines were met and tasks completed accurately. Specific projects included the transition of the Licensure Clients to the Customer Case Management System, SalesForce Service Cloud.
- Communicated effectively with internal clients regarding their specific needs and expectations.
- Utilized problem-solving skills to quickly resolve conflicts among team members.
- Collaborated with team members to ensure quality control standards were met on all projects.
- Identified opportunities to enhance current workflows to further improve business performance.
- Organized and maintained project documentation for future reference.
Vice President, Client Services
PSI Services LLC
01.2019 - 06.2023
- Directed strategic planning efforts that enabled the organization to achieve its short-term goals while positioning itself for long-term success.
- Provided leadership in developing corporate vision, mission, values, and culture for the client services team.
- Implemented a global client services team to serve all clients regardless of location.
- Met with staff members to discuss projects and set goals for upcoming projects.
- Analyzed key business metrics and provided actionable recommendations for improvement.
- Led cross-functional initiatives to drive increased customer satisfaction and loyalty.
- Represented company at industry events and conferences.
Director
Department of Regulatory Agencies
12.2017 - 01.2019
- Directed all aspects of project management including planning, budgeting, staffing, scheduling, monitoring, and reporting.
- Formulated long-term objectives while managing day-to-day operations.
- Mentored and coached staff members, enabling them to reach their highest potentials.
- Provided leadership in times of crisis or change initiatives.
- Organized resources efficiently to maximize productivity and minimize costs.
- Monitored customer feedback regularly to improve customer experience.
- Cultivated relationships with key internal and external stakeholders.
- Implemented effective policies and procedures that enabled the organization to meet compliance requirements.
- Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.
Vice President, Account Manager
PSI Services LLC
02.2013 - 12.2017
- Directed strategic planning efforts that enabled the organization to achieve its short-term goals while positioning itself for long-term success.
- Revamped existing processes to streamline operations while increasing efficiency.
- Provided leadership in developing corporate vision, mission, values, and culture.
- Developed growth plans by identifying key targets.
- Met with staff members to discuss projects and set goals for upcoming projects.
- Led cross-functional initiatives to drive increased customer satisfaction and loyalty.
- Represented company at industry events and conferences.
- Served as liaisons between organizations, shareholders and outside organizations.
- Participated in responses to Requests for Proposal to retain or obtain new business in the Licensure Market.
- Managed established regional operations for licensure clients in Colorado, Georgia and the District of Columbia, hiring staff, developing systems, managing compliance with contractual requirements.
Senior Director
Pearson VUE
10.1995 - 02.2013
- Maintained open dialogue between executive leadership team as well as other internal stakeholders regarding current initiatives.
- Built relationships with key external partners to ensure successful implementation of business strategies.
- Fostered a culture of collaboration and innovation among all departments within the organization.
- Established regional operations in Colorado, Florida, Georgia and North Carolina to support licensing departments and to ensure compliance with all legal and contractual requirements for licensing individuals for these states.
- Implemented effective change management practices that enabled smooth transition during times of organizational growth or restructuring.
- Conducted regular performance reviews and provided feedback to staff members in order to foster professional development.
- Leveraged strong communication skills to effectively collaborate with stakeholders at all levels of the organization.
- Ensured compliance with applicable laws and regulations pertaining to the organization's operations.
- Built and led high-performing teams with diverse skillsets and experiences.
Education
Bachelor of Science (B.S.) - Business/Human Resource Management
Kaplan University
Miami, Florida10.2013
Skills
- Problem Solving
- Risk assessment
- Performance measurement
- Stakeholder engagement
- Data analytics
- Team leadership
- Cross-functional collaboration
- Time management
- Project management
- Conflict resolution
- Change management
- Industry knowledge
Timeline
ClientServices Manager
PSI Services LLC
05.2024 - Current
Consultant/Contractor
PSI Services LLC
07.2023 - 05.2024
Vice President, Client Services
PSI Services LLC
01.2019 - 06.2023
Director
Department of Regulatory Agencies
12.2017 - 01.2019
Vice President, Account Manager
PSI Services LLC
02.2013 - 12.2017
Senior Director
Pearson VUE
10.1995 - 02.2013
Bachelor of Science (B.S.) - Business/Human Resource Management
Kaplan University
COMMUNITY SERVICE
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