Karen Atha

Implement QA processes throughout Operations in both Service Delivery and Support. Developed strategy and vision that spans transition of customer from Sales to implementation and through support.

• Managed MRR of $85K monthly for new and existing clients with new product sets.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Excellent communication skills, both verbal and written
• Learned and adapted quickly to new technology and software applications.
• Able to apply effective time management techniques to meet tight deadlines.

Account management role to establish, maintain, and grow every client relationship. Success factors focus on overall reduced churn and increased revenue growth. Heavy focus on strategic business reviews with clients to help meet their KPIs while leveraging the technology products at Evolve.

Achieved 102.3% customer retention and MRR increased of 7.5%.

• Manage customers with heightened concerns and/or jeopardy accounts is critical.
• Address problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Collaborate with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Gain customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Monitored and analyzed customer feedback to identify opportunities for improvement.

• Developed business strategies that focused on operational goals in all facets of business followed by rigorous tactics to enable achievement.
• Built all contract(s) and SLA guidelines to CRM administration to automate processes such as SLA agreements, marketing campaigns, procurement, reporting, and client value reporting.
• In addition, served as help desk manager ensuring client needs met and handled post customer satisfaction surveys and billing of services.
• Maintained current knowledge of evolving changes in marketplace.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Presented professional image consistent with company's brand values.

15+ years with, with a successful track record of H/R Management, Management Coaching and Development, Project Management, Outsource Management Strategies, Professional Development, Onboarding Strategies, and Employee/Customer Retention strategies, as a business imperative

• Led business projects generating more than $50M with an emphasis on manager/employee related projects, new employee training, and customer satisfaction
• Led both employee and customer retention supply chain teams with 600bps improvement in the first year
• Architect and director of internal Management Coaching program
• Within five months of rollout across multiple locations across the US, business financial scorecards in Operations improved by 62.2%., with more than 6,000 employees located across the US, India, and Philippines
• Analyzed business scorecard metrics vs
• Results to identify performance gaps both systemically and human performance
• Developed training plan to encompass new hire training, professional development, curriculum maps for both managers and employee growth, and coaching & feedback
• Facilitated management sessions for 360 feedback and succession planning sessions
• Provided leadership and coaching to staff of 18 professional facilitators.

• Managed internal client relations and HR interface to functional clients of a business unit
• Kept stakeholders up-to-date on details pertaining to client projects.

• Managed an integration team for one of the largest bank acquisitions in US History
• Training Manager of a geographically dispersed training team located across the US and India
• Partnered with functional managers across of functional areas to identify and implement strategies to improve call quality, productivity, and proficiency of customer service associates
• Developed and implemented programs to motivate employees and stimulate a high sense of business ownership and urgency (Learning
• Maps Initiative)

• Responsible for internal staff development, performance management, coaching, and leadership
• Curriculum Design and Development
• Oversaw GL reconciliation of write-off accounts
• Established SOP's for two newly established business units (PPA-FLEX and SKIP)
• Facilitated virtual, in-person and blended learning sessions.