Joleen Erb-Abplanalp
San Pedro,California
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, Technical Accounts
Tech Guys Who Get Marketing
03.2023 - Current
- Led cross-functional teams in successful delivery of technical solutions, ensuring alignment with client needs and project timelines, resulting in 95% client retention rate
- Managed portfolio of key accounts, overseeing all technical aspects and delivering exceptional post-sales support, contributing to 30% increase in upsell opportunities
- Developed and maintained strong relationships with C-level executives, acting as trusted advisor to influence decision-making and secure long-term partnerships
- Led resolutions of complex technical issues for key accounts, reducing average resolution time by 25% and enhancing overall customer satisfaction.
Customer Success Manager
T-Mobile
12.2021 - 07.2022
- Proactively managed customer relationships, conducting regular check-ins and quarterly business reviews (QBRs) to ensure ongoing satisfaction and alignment with client goals
- Leveraged CRM tools such as Salesforce and HubSpot to maintain accurate customer interaction records, facilitating data-driven decision-making and enhancing overall customer engagement
- Designed and introduced new training program for customer success agents, resulting in 15% increase in team productivity and operational efficiency
- Proactively identified customer needs and pain points, implementing tailored solutions that resulted in 20% reduction in churn and a significant increase in customer loyalty.
Retail Store Manager
T-Mobile
02.2019 - 12.2021
- Achieved top 10% ranking in annual B2B sales by expertly utilizing CRM tools to enhance client management and drive data-driven sales strategies
- Led strategic planning and successful launch of new store in rural market, demonstrating strong business development skills and expanding market presence
- Oversaw all aspects of HR operations, including recruitment, employee relations, compensation, performance management, and HR analytics, ensuring seamless operations across multiple new store openings.
Mobile Expert, Store Leader
T-Mobile
10.2015 - 02.2019
- Cultivated collaborative team environment that boosted sales output and maintained positive, high-performing workplace culture
- Mentored and developed new recruits within district, providing comprehensive training that significantly improved overall team performance
- Streamlined reporting process for weekly and monthly performance metrics, reducing data compilation time by 15% and improving operational efficiency.
Operations Manager
Indiana Beach
05.2011 - 08.2015
- Directed daily park operations, ensuring strict adherence to safety and quality standards, resulting in consistently secure and high-quality guest experience
- Negotiated competitive pricing agreements with long-standing and new vendors, achieving over 10% in cost savings and expanding vendor network by 20% to bolster supply chain resilience
- Assessed and documented operational efficiency, delivering detailed financial reports and Key Performance Indicators to executive leadership and shareholders, contributing to informed decision-making and strategic planning.
Education
Master of Buisness Adminsistration in Project Management -
University Of Arizona
Tuscon, Arizona03.2020
Bachelor of Science in History and Religious Studies - undefined
Manchester University
North Manchester, Indiana05.2015
Skills
- Policy Implementation
- Financial Management
- Contract Management
- Staff Development
- Project Management
- Customer Relationship Management (CRM)
Certification
- Google, Project Management, 04/2024, 05/2024
- Google, Data Analytics, 01/2024, 03/2024
- Salesforce, Sales Operations, 04/2024, 04/2024
- Kennesaw State Universit,, Six Sigma Yellow Belt, 05/2024, 06/2024
Volunteer Experience
- The Little Lion Foundation, Long Beach, CA, Foster and Volunteer, 10/2022- Present
- T-Mobile, Northville, MI, Diversity Equity and Inclusion Council Co-Chair, 01/2021 - 07/2022
- T-Mobile, Northville, MI, Diversity Equity and Inclusion Council Comm. Chair, 01/2019 - 01/2021
- Gleaners Community Food Bank of Southeastern MI, Detroit, MI, Volunteer, Fundraiser, 08/2017 - 06/2022
Timeline
Manager, Technical Accounts
Tech Guys Who Get Marketing
03.2023 - Current
Customer Success Manager
T-Mobile
12.2021 - 07.2022
Retail Store Manager
T-Mobile
02.2019 - 12.2021
Mobile Expert, Store Leader
T-Mobile
10.2015 - 02.2019
Operations Manager
Indiana Beach
05.2011 - 08.2015
Master of Buisness Adminsistration in Project Management -
University Of Arizona
Bachelor of Science in History and Religious Studies - undefined
Manchester University
- Google, Project Management, 04/2024, 05/2024
- Google, Data Analytics, 01/2024, 03/2024
- Salesforce, Sales Operations, 04/2024, 04/2024
- Kennesaw State Universit,, Six Sigma Yellow Belt, 05/2024, 06/2024
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