Summary
Overview
Work History
Education
Skills
Timeline
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Kavita Meneely

Coraopolis,PA

Summary

Strategic and results-driven leader with extensive experience in driving customer success and optimizing business operations. Proven expertise in cultural transformation and partner enablement, alongside a strong focus on customer advocacy. Highly skilled in implementing scalable growth strategies that enhance revenue outcomes and improve retention. Committed to fostering cross-functional collaboration and leveraging data-driven decision-making to achieve corporate objective

Overview

32
32
years of professional experience

Work History

DIRECTOR OF CONTRACTOR SUPPORT & DEVELOPMENT TRAINING

Bridgeway
02.2024 - Current
  • Serve as an executive escalation point for high profile support cases, balancing customer advocacy with business needs, while implementing strategies and building scalable customer success infrastructures to support growth, enhance customer satisfaction, loyalty and retention
  • Build, mentor and manage a global high-performing customer service team specialized in project management, training, solution design, and technical configuration, while motivating, coaching and holding accountable for all KPIs, 2 first line managers and individual contributors through individual career development goals, and quarterly reviews
  • Manage and develop the onboarding and implementation team development programs tailored to the needs of new hires and seasoned customers, creating new SOPs to using innovative training methods, such as newly created online exams, workshops, and interactive exercises, to ensure lasting impact and long-term retention
  • YTD reduced ramp up time by 50% while increasing retention of new hires by 35%
  • Take on strategic partnership with all internal stake owner teams by creating a weekly management Pulse meeting to ensure alignment, influence product roadmaps, streamline issue resolution and ensure seamless handoffs occur which to date has accelerated issue resolution by 20%
  • Have driven customer retention, adoption and satisfaction through service delivery and proactive engagement while creating scaled retention management strategies, such as quarterly business reviews, client mentoring programs and monthly health check-ins, reducing churn by 30%
  • Spearheaded a weekly meeting series to review client debt, leading to an 80% reduction in corporate debt leveraging metrics and analytics to improve processes, drive accountability and enhance customer outcomes, while ensuring return on investments continue to occur
  • Planned, implemented and launched a quarterly virtual customer townhall series that successfully involved 50+ attendees and cultivated long-term retention relationships
  • Formed a Contractor Advocate team, preserving 92% of at-risk customers and driving high-impact revenue
  • Developed a companywide onboarding playbook to standardize knowledge transfer and daily operations, while also creating a Welcome Package for all new clients that details process flows to frequently asked questions
  • Gathered customer feedback through online created surveys and company NPS feedback to identify areas for improvement, ensuring that new processes evolved to meet the changing needs and enhance overall customer satisfaction
  • Introduced online rewards and loyalty programs, increasing engagement and revenue performance by 10%

DIRECTOR OF CLIENT SUCCESS

Prometric
01.2018 - 08.2023
  • Created new start up organization and hired, developed, trained, and mentored 15 highly performing and dedicated Client Success Managers, while adapting to the need to scale support operations efficiently while balancing customer experience and cost to serve methods
  • Led the execution of strategic roadmaps, improving customer engagement and reducing churn
  • Partnered with account management to identify upselling and cross-selling opportunities, increasing revenue by 25%, by understanding the customer’s needs and goals
  • Experienced in defining, developing, and deploying best practices and SOPs, sales, and operational strategies, to increase revenue growth, overall financial objectives, and operational team effectiveness
  • Monitored KPIs, including revenue activation, time to value, customer satisfaction and revenue retention, by making data-driven decisions, leveraging metrics and analytics to improve processes, drive accountability, and enhance customer outcomes
  • Designed and implemented an AI-driven client portal, significantly enhancing self-service capabilities
  • Developed global onboarding strategies, increasing partner readiness and expanding sales pipelines by 15%, while supporting company growth through spearheading training sessions, enhancing partner readiness and expanding sales-influenced pipelines
  • Operations leader for the Incident Management team that ensured business continuity occurred by proactively identifying risk assessments, creating contingency plans while developing and maintaining crisis and response strategies for all communication efforts occurred in a timely manner allowing us to resolve 100% of incidents
  • Established a global mentoring committee and buddy system, boosting team accountability and performance by 20%

TEST PRODUCTION AND QUALITY MANAGER

Prometric
06.2011 - 12.2017
  • Managed 20 global production and quality staff members, while improving testing efficiencies and achieving staff quarterly tracking and forecasting KPIs by 20%, while ensuring the follow the sun method was successful
  • Standardized testing processes and introduced corrective checklists, increasing testing success rates by 15%
  • Led IT migration for all Prometric clients, ensuring timely and efficient delivery of integration projects, managing complex technical challenges and aligning seamless platform transition with customer requirements and industry standards
  • Monitored industry trends and legal updates, proactively refining procedures to ensure compliance
  • Established a global Advocate role, enhancing accountability and support through streamlined testing processes
  • Standardized finance coding to improve tracking and invoicing accuracy across global operations
  • Implemented a legacy-to-modern solution upgrade, generating additional revenue through content recycling
  • Selected as a key advisor for a cross-functional leadership team to resolve escalations and refine testing accommodations

OPERATION MANAGER

Prometric
01.2007 - 06.2011
  • Managed 18 Project Managers across 900+ global testing sites, coordinating multiple test center build-outs and scheduling with precision
  • Built and maintained project and resource allocation plans to achieve project goals while developing, planning and executing all project deliverables
  • Lead change management efforts to ensure smooth adoption of new processes and minimize disruptions during process revamps by developing schedules and quality standards, ensuring timely project implementation and adherence to policies
  • Implemented vendor change management, reducing costs by $2M annually
  • Led a $5M surveillance camera upgrade, enhancing security and operational efficiency
  • Redefined office layout, cutting costs by $1M while improving the testing environment

PROJECT MANAGER

Envision
06.1999 - 08.2005
  • Managed, owned and was accountable from start to finish, multiple simultaneous project initiatives, while developing, and planning project strategies, for large-scale projects and monitored progress, budgets, billings and schedules
  • Managed and ensured resource allocations were successful to ensure quality implementation and timely scheduled completion exceeded client expectations
  • Developed and executed contingency plans, mitigating risks and ensuring project delivery
  • Conducted reviews and quality control checks on project documents, drawings, and production information

National Training Manager

MCI Telecommunications
01.1997 - 10.1997
  • Managed and mentored 30 training professionals, enhancing sales and service quality
  • Led educational initiatives to improve staff effectiveness and customer experience

Call Center Sales & Service Manager

MCI Telecommunications
02.1995 - 01.1997
  • Supervised and coached 35 international call center agents, improving service efficiency
  • Implemented data-driven strategies to optimize customer service operations

Customer Service Professional

MCI Telecommunications
09.1993 - 02.1995
  • Handled 100+ daily calls, driving new customer acquisition and retention

Education

BACHELOR’S DEGREE -

MUSKINGUM COLLEGE
NEW CONCORD, OH
06.1993

Skills

  • Power BI
  • Tableau
  • Salesforce
  • Microsoft Suite
  • ADP
  • Deltek
  • Dayforce
  • Fresh Desk
  • Client Engagement
  • Customer Advocacy
  • Retention Strategies
  • Team Development
  • Change Management
  • Revenue Growth
  • Contract Negotiation
  • Risk Management
  • Agile Methodologies
  • KPI Measurement
  • Strategic Planning
  • Cross-functional collaboration
  • Project Management
  • Employee training
  • Sales strategy
  • Training development
  • Relationship building
  • Decision-making
  • People management
  • Creativity and innovation
  • Organizational development
  • Goal setting
  • Budget management
  • Negotiation
  • Contract and vendor management
  • Hiring and retention
  • Rules and regulations
  • Business development
  • Financial management
  • Crisis management
  • Contract management
  • Sales management
  • Content development
  • SOP creation
  • Customer retention
  • Operational efficiency
  • Revenue growth
  • Performance monitoring

Timeline

DIRECTOR OF CONTRACTOR SUPPORT & DEVELOPMENT TRAINING

Bridgeway
02.2024 - Current

DIRECTOR OF CLIENT SUCCESS

Prometric
01.2018 - 08.2023

TEST PRODUCTION AND QUALITY MANAGER

Prometric
06.2011 - 12.2017

OPERATION MANAGER

Prometric
01.2007 - 06.2011

PROJECT MANAGER

Envision
06.1999 - 08.2005

National Training Manager

MCI Telecommunications
01.1997 - 10.1997

Call Center Sales & Service Manager

MCI Telecommunications
02.1995 - 01.1997

Customer Service Professional

MCI Telecommunications
09.1993 - 02.1995

BACHELOR’S DEGREE -

MUSKINGUM COLLEGE

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Kavita Meneely