Julie Rossey
Rochester,MI
Summary
Collaborative leader dedicated to fostering an engaged and empowering work culture through effective partnership with colleagues. Proven track record in building and maintaining relationships with diverse stakeholders within dynamic and fast-paced environments.
Overview
19
19
years of professional experience
Work History
MANAGER, COMMUNITY ENGAGEMENT TEAM
A Place for Mom
04.2024 - Current
- Identification of key escalation issues to ensure resolution and conversion of A Place for Mom referrals.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Communicated clearly with employees and stakeholders to keep everyone on same page and working toward established business goals.
REGIONAL MANAGER, CUSTOMER SUCCESS
A Place for Mom
03.2022 - 03.2024
- Coached and mentored team of Customer Success Managers to ensure best practices are being optimized with strategic and enterprise customers to drive conversion, performance, revenue growth, quality, compliance and engagement.
- Developed and implemented strategies to drive conversion of A Place for Mom referrals and increase revenue of assigned market teams.
- Ensured team exceeds KPI’s and metrics to maximize team performance.
- Proactively addressed strategic roadblocks to constantly improve the customer experience, subsequently optimizing success to reach set goals.
- Ensured processes and procedures are standardized and applied, continuously improving them further in collaboration with leadership counterparts.
CUSTOMER SUCCESS MANAGER
A Place for Mom
01.2021 - 03.2022
- Responsible for driving the ongoing satisfaction and outcomes realization for A Place for Mom’s Customers within a specified portfolio.
- Acted as an internal champion to coordinate cross functional motions required for sustained customer success and growth.
- Developed and executed action plans to achieve identified customer outcomes and increase conversion for a defined portfolio of accounts.
- Managed customer interactions in a manner that establishes creditability and trust as a business advisor for the specified targeted accounts.
- Educated community customers on A Place for Mom’s value, process, and best practices.
MANAGER, CUSTOMER ACCOUNT SUCCESS
Dinova Inc.
02.2018 - 04.2020
- Worked with high-touch enterprise accounts as a trusted advisor and advocate to develop relationships with stakeholders and project sponsors.
- Ownership of the customer lifecycle beginning with sales handoff to onboarding and product implementation.
- Collaborated with clients to develop a customer success plan, objectives, and KPI’s to aid in achieving their highest savings potential.
- Reviewed, analyzed and processed data to deliver customer reports, metrics, and QBR’s.
- Managed new client onboarding, maintained and tracked all interactions via CRM tools; Salesforce and Strikedeck.
BUSINESS TRAVEL MANAGER
Royal Park Hotel
01.2015 - 02.2018
- Responsible for 2.5 million in yearly revenue goals.
- Negotiated local, national and global pricing contracts with current and prospective clients.
- Total account management of 50+ corporate accounts.
- Delivered monthly account production summaries to internal management.
- Provided detailed account reviews to corporate clients on a quarterly basis.
- Built and nurtured client relationships to better understand their needs and maintain their business.
- Demonstrated consultative selling skills in customer needs analysis, product presentations, customer service and problem resolution.
Senior Corporate Sales Manager
Royal Park Hotel
06.2012 - 01.2015
- Negotiated guest room rates, meeting room rental, function space, and hotel services within approved booking guidelines.
- Proactively identified new corporate accounts for group business.
- Consistently met and exceeded revenue and sales goals on a quarterly and annual basis.
- Grew and gained share by 95% through local market research by analyzing market trends and identifying new clientele.
SENIOR CATERING SALES MANAGER
Royal Park Hotel
06.2005 - 06.2012
- Proactively solicit new business, qualify and respond to leads then prepare proposals.
- Solely responsible for generating and detailing $1.3 million in annual event sales.
Education
BACHELOR OF HUMAN RESOURCES MANAGEMENT -
Oakland University
Rochester, MI06.2003
ASSOCIATE OF LIBERAL ARTS -
Oakland Community College
Auburn Hills, MI06.2001
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
Timeline
MANAGER, COMMUNITY ENGAGEMENT TEAM
A Place for Mom
04.2024 - Current
REGIONAL MANAGER, CUSTOMER SUCCESS
A Place for Mom
03.2022 - 03.2024
CUSTOMER SUCCESS MANAGER
A Place for Mom
01.2021 - 03.2022
MANAGER, CUSTOMER ACCOUNT SUCCESS
Dinova Inc.
02.2018 - 04.2020
BUSINESS TRAVEL MANAGER
Royal Park Hotel
01.2015 - 02.2018
Senior Corporate Sales Manager
Royal Park Hotel
06.2012 - 01.2015
SENIOR CATERING SALES MANAGER
Royal Park Hotel
06.2005 - 06.2012
BACHELOR OF HUMAN RESOURCES MANAGEMENT -
Oakland University
ASSOCIATE OF LIBERAL ARTS -
Oakland Community College
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