Kelly Rhodes
Chagrin Falls,OH
Summary
Dynamic Client Success Manager at WTW with a proven ability to develop effective strategies that drive customer retention. Skilled in cultivating strong stakeholder relationships and leading teams in high-pressure environments. Committed to fostering business growth and enhancing overall customer experiences.
Overview
27
27
years of professional experience
Work History
Client Success Manager
WTW
Cleveland, OH
01.2018 - Current
- Evaluated customer problems and identified effective solutions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
- Identified areas of opportunity for upselling services or products to existing customers.
- Advocated for customer needs within the organization, driving product improvements.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Developed and executed customer success strategies to increase retention rates.
- Collaborated with clients to design and implement strategic processes.
- Presented product features and benefits to address customer objectives.
- Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities.
- Led cross-functional initiatives to streamline processes and enhance customer experience.
- Drove customer escalations to resolution by engaging directly with clients.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Developed and implemented targeted client development strategies to maximize individual account results.
- Analyzed customer data to identify trends and inform business decisions.
Project Manager
WTW
Cleveland , OH
04.2011 - 01.2018
- Managed multiple technology projects concurrently.
- Generated and tracked change orders and other contractual modifications affecting budget and schedule.
- Developed and implemented project plans, budgets and timelines.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Created detailed documentation for all phases of the project lifecycle.
- Led meetings with internal team members, consultants and contractors.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Account Director
ProFile Imaging
Cleveland, OH
01.2010 - 12.2010
- Recruited, trained, developed, and mentored a sales team of three, committed to providing superior sales service to the document management industry.
- Introduced and implemented a customer relationship software program that enabled ProFile to manage its sales process more efficiently, and effectively market to its client base.
- Creatively developed a sales strategy to set appointments with potential clients, with a success rate of over 90%.
Residential Real Estate Sales Specialist
Realty One Real Living
Lyndhurst, OH
01.2005 - 06.2007
- Delivered expert guidance as an independent contractor for home buyers and sellers across North and South-Eastern Ohio.
- Awarded '2005 Rookie of the Year' at the Lyndhurst, OH, office.
- Achieved multi-million dollar production levels in 2005 and 2006.
- Winner of the 2006 Northfield office sales contest, and awarded 'Dinner with the President' of Realty One Real Living.
Regional Advertising Sales Manager
LaRich & Associates, Inc.
Chagrin Falls, OH
11.1998 - 02.2004
- Oversaw a 13-state region, handling key national accounts for Fortune 500 clientele.
- Created and nurtured connections across various tiers.
- Led team of six in delivering exceptional customer service.
- Grew market share from 38% to 58% in a six-year period.
- Kept territory's market share 10% higher than publication's market.
- Captured a new industry segment resulting in over $100,000 annual sales.
- Created a sales presentation that was implemented nationwide.
- Surpassed challenging quotas over a six-year period.
- Awarded the 'Creative Selling Award' in 2003, the inaugural year of the award.
Sales Representative
National Engineering Service Company (NESCO)
Solon, OH
01.1998 - 11.1998
- Expanded staffing solutions across clerical and technical fields.
- Left to take a promotional opportunity at LaRich & Associates.
Education
Real Estate Pre-License -
Hondros College
Cleveland, OH08-2004
Associate of Science - Journalism
Ohio University
Athens, OH11-1997
Skills
- Strategy development
- Sales collaboration
- Team leadership
- Conflict resolution
- Performance goals
- Stakeholder relationships
- Business growth management
- Training and mentoring
Timeline
Client Success Manager
WTW
01.2018 - Current
Project Manager
WTW
04.2011 - 01.2018
Account Director
ProFile Imaging
01.2010 - 12.2010
Residential Real Estate Sales Specialist
Realty One Real Living
01.2005 - 06.2007
Regional Advertising Sales Manager
LaRich & Associates, Inc.
11.1998 - 02.2004
Sales Representative
National Engineering Service Company (NESCO)
01.1998 - 11.1998
Real Estate Pre-License -
Hondros College
Associate of Science - Journalism
Ohio University
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