Johanna Broch

• Partnered with infrastructure teams on evaluation and feasibility assessments of new systems and technologies.
• Understood client needs and objectives by conducting proactive customer and data analysis.
• Identified gaps in market to spot opportunities to create value propositions.
• Reviewed existing systems and made recommendations for improvements.
• Used metrics to monitor application and infrastructure performance.
• Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.

• Consistently ranked in the top 5% company-wide in performance by producing at 150%-180% of the key performance indicators (KPIs) and goals: services per customer (SPC), revenue per customer, and customer satisfaction (CSAT) scores
• Collaborated with back-office teams and system to guarantee compliance and order completion, troubleshooted system errors, and maintaining customer data integrity of personally identifiable information (PII)
• Developed new and repeat business through rapport building, pricing and negotiation, and cross-selling additional products to new and existing customers
• Provided resolution within the standard service level agreements (SLAs) to customers dealing with accounting concerns by researching the issue, correcting account configuration errors, and issuing adjustments when applicable.

• Managed a shared office space with 40 offices and 130+ clients while also overseeing pricing, contract negotiation, capacity planning, marketing, lead generation, profit and loss (P&L), hiring, recruiting, business services (B2B), and office space rentals
• Created and Optimized marketing campaigns (SEO, Google AdWords, LinkedIn pay-per-click, networking events, etc.), and rental prices which led to a 35% increase in occupancy rate and a 30% increase in revenue within the first 6 months of hire date
• Implemented real time usage and sales tracking system, increasing invoicing efficiency by 80% and reducing time to create invoices from two days to two hours
• Implemented the front desk team and operations from the ground while also increasing morale, promoting integrity and communication, and creating a professional environment without increasing labor costs.

• Headed CRM software conversion from Open Systems Adaptable Solutions (OSAS) to Traverse Enterprise Resource Planning, (ERP) including but not limited to, scoping and analysis, testing, implementation, project planning, change management, communications, training, etc
• Optimized Purchase Order (PO) tracking system to allow for real time estimated delivery dates (EDD) that led to a 96% reduction in customer service time to first response (TTFR) while also acting as a direct liaison with suppliers to streamline the ordering and logistics process
• Collaborated with C-level executives to develop compliance and enforcement mechanisms for designers and global suppliers to ensure accuracy of POs’ and prototype project requirements
• Directed all aspects of internal purchasing; developing departmental policies and procedures, automated custom report generation, human capital management, and in-house consulting.

Summa Cum Laude Degree Honor

• 3.91 GPA
• Upsilon Pi Epsilon: International Honor Society for the Computing and Information Disciplines Member