Summary
Overview
Work History
Skills
Timeline
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John Griffin

Norwalk,Connecticut

Summary

Dynamic Client Success Executive with a proven track record at Nations Safe Drivers, enhancing client satisfaction through innovative problem resolution and strategic communication. Skilled in client account management and income generation, I successfully implemented a pricing strategy that boosted profitability while fostering sustainable client relationships.

Overview

26
26
years of professional experience

Work History

Client Success Executive

Nations Safe Drivers
05.2023 - Current
  • Enhanced client satisfaction by promoting active communication and improving complaint response times.
  • Developed innovative solutions to service problems, resulting in improved performance and increased client confidence levels.
  • Reviewed client concerns and delivered programs to maintain and/or increase client profitability.
  • Collaborated with client managers to develop actionable strategies that aligned with their corporate goals and objectives.
  • Identified trends and collaborated with other internal departments to improve processes and execution.
  • Improved client satisfaction with development of new process and regular communication and updates on project progress and outcomes.
  • Designed and implemented a price increase to 80% of clients, increasing profitability.

Client Relations Director

Quest Towing Services
01.2010 - 04.2023
  • Streamlined internal processes to improve reporting both internally and client facing.
  • Developed deeper relationships with clients, creating more sustainable relationships.
  • Created and oversaw the Motor Club license acquisition project. Industry standard was $600k and 3 years, program was completed in 20 months for $350k
  • Created and/or reviewed client contracts to ensure compliance, operational integrity and durability.
  • Provided regular updates on industry trends and competitor activities, enabling team strategic decision making.
  • Participated in deal profitability analysis/development to ensure we minimized our exposure while delivering a healthy sustainable profit level

Product Director

Affinion Group
06.1999 - 07.2009
  • Oversaw program(s) maintenance, developed a roadmap and coordinated several internal departments to ensure a smooth and effective rollout of program enhancements.
  • Worked collaboratively with partners (both internal and external) to identify trends and opportunities and develop enhancements to optimize those opportunities .
  • Met strict reporting and budgetary deadlines, ensuring near realtime financial visibility.
  • Conceptualized product for a new market, delivered ,launched and maintained the profitability of the program.
  • Maintained a network of over 10 different vendors/partners to ensure continued profitable service delivery to members.

Skills

  • Interpersonal skills
  • Executive support
  • Customer-oriented
  • Problem resolution
  • Team player
  • Strategy development
  • Research and analysis
  • Client account management
  • Income generation
  • Customer retention
  • Public speaking talent
  • Risk management

Timeline

Client Success Executive

Nations Safe Drivers
05.2023 - Current

Client Relations Director

Quest Towing Services
01.2010 - 04.2023

Product Director

Affinion Group
06.1999 - 07.2009

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