Joanne Derchi
Henderson,NV
Summary
Regional District Services Manager known for enhancing customer satisfaction and operational efficiency. Proven track record in team leadership and process improvement, driving performance across multiple service operations.
Highly motivated Manager with 20 years of Tradeshow/Event experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Proactive leader with a strong focus on problem-solving and workflow management. Expertise in analyzing customer feedback to implement service enhancements and optimize operational processes, ensuring timely fulfillment and elevated service quality.
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Results-oriented Regional District Services Manager with a proven track record in team leadership, customer service, and workflow management. Expertise in employee training and conflict resolution drives enhanced service delivery and performance.
Overview
11
11
years of professional experience
Work History
Regional District Services Manager
CORT
Las Vegas, NV
02.2022 - Current
- Oversaw service operations, ensuring customer satisfaction and efficient issue resolution. across the West Coast.
- Responsible for ensuring the productivity of 24 team members, driving performance and overseeing planning and execution of all West Coast shows.
- Managed team performance, providing coaching and feedback to enhance skills and productivity.
- Developed and implemented process improvements to streamline service delivery and reduce response times.
- Coordinated inventory management, ensuring optimal stock levels for timely service fulfillment.
- Analyzed customer feedback to identify trends and drive enhancements in service quality.
- Established training programs for staff to improve service protocols and operational efficiency.
- Collaborated with cross-functional teams to align service strategies with organizational goals.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
Operations Manager
CORT
Las Vegas, NV
02.2022 - 09.2022
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Managed inventory systems, ensuring accurate tracking and timely replenishment of stock.
- Developed training programs for staff, improving onboarding processes and team productivity.
- Coordinated cross-departmental communication to align goals and improve service delivery.
- Oversee development and verification of floor plans and area renderings to ensure precise placement, compliance, and operational readiness.
- Responsible for ensuring the productivity of delivery crew.
- Reported issues to higher management with great detail.
- Facilitated smooth collaboration between departments through clear communication channels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Director of Customer Services
LV Expo
Las Vegas, NV
09.2018 - 03.2020
- Led customer service team to enhance client satisfaction and loyalty through tailored support initiatives.
- Oversaw daily operations of customer service department, ensuring adherence to company policies and performance metrics.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Developed and implemented training programs to improve staff performance and service delivery standards.
- Recruited, hired, trained, and mentored a Marketing team of 8 members and team members' customer service staff.
- Managed conflict resolution processes, fostering positive relationships with customers and addressing concerns effectively.
- Analyzed customer feedback to identify trends and drive improvements in service operations and procedures.
- Designed, created, and directed the development and implementation of interactive and creative direct marketing media, sales promotion, and PR strategies.
Supervisor/Manager
Xpert Exposition Services
Las Vegas, NV
12.2014 - 09.2018
- Led cross-functional teams to streamline operations and enhance service delivery.
- Developed strategic plans to optimize resource allocation and improve project outcomes.
- Oversaw budget management, ensuring adherence to financial guidelines for all projects.
- Implemented process improvements that increased efficiency in event setup and execution.
- Accountable for all accounting methods related to shows as well as in charge of the collections.
- Performed administrative functions working with computerized scheduling shows across the country, maintenance management system for work requests and requisitions to purchase materials, and regulatory records
- Consistently exceeded company expectations in regards to collection goals, credit applications, friendliness, operations, communication, and store recovery
- Provided strong leadership to enhance team productivity and morale.
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Employee training and development
- Conflict resolution
- Emotional Intelligence (EQ)
- Workflow management
- Team collaboration and leadership
- Customer service
- Workplace safety
- KPI monitoring
- Employee supervision
- New employee hiring
- Customer service management
Languages
English
Native or Bilingual
Italian
Full Professional
Interests
- Cooking
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Volunteer Work
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- I enjoy helping others and giving back to the community
- Personal Development and Self-Improvement
Timeline
Regional District Services Manager
CORT
02.2022 - Current
Operations Manager
CORT
02.2022 - 09.2022
Director of Customer Services
LV Expo
09.2018 - 03.2020
Supervisor/Manager
Xpert Exposition Services
12.2014 - 09.2018