Kendra Vallarelli
Jacksonville,FL
Summary
Dedicated Executive of Customer Success Support Services with over 10 years of relative experience driving client satisfaction, retention, and revenue growth within fast-paced SaaS environments. Adept at building and leading high-performance teams, implementing innovative customer success strategies, and fostering strong client relationships. Proven track record of exceeding targets, optimizing processes, and championing customer-centric initiatives to deliver exceptional value and drive business success.
Overview
11
11
years of professional experience
Work History
Sr. Director of Tecnical Account & Support Service
LiveVox
03.2017 - Current
- Provide leadership and guidance to team of customer success, technical support and technical account managers. Foster culture of excellence, accountability, and continuous improvement to drive team performance and achieve organizational goals.
- Collaborate with sales and marketing teams to identify and capitalize on upsell and cross-sell opportunities within existing customer base. Drive initiatives to increase customer lifetime value and contribute to overall revenue growth objectives.
- Leverage data analytics and metrics to monitor customer health, identify trends, and make informed decisions. Analyze customer usage patterns and engagement metrics to develop actionable insights that drive customer success initiatives.
- Work closely with sales, marketing, product development, and support teams to ensure seamless customer experience. Acting liaison between customers and internal stakeholders, advocating for customer needs and priorities.
- Continuously evaluate and improve customer success processes, tools, and methodologies. Identify opportunities for optimization and innovation to enhance efficiency and effectiveness of customer success initiatives.
- Foster community of satisfied customers who are willing to advocate for company products and services. Organize user groups, customer advisory boards, and other forums to facilitate knowledge sharing and feedback gathering.
- Prepare and deliver regular updates and reports to senior management on health of customer base, key performance indicators, and progress towards strategic objectives. Communicate impact of customer success efforts on business performance and contribute to strategic decision-making.
- Developed customized customer portal catering to ticket management and relationship needs, resulting in notable 17% increase in single-touch issue resolution rates last year. This initiative substantially enhanced overall customer experiences.
Chief Analytic Officer
Stellar Recovery Inc
03.2016 - 03.2017
- Building and leading high-performing analytics team comprised of data scientists, analysts, and other professionals. This includes recruiting top talent, providing mentorship and professional development opportunities, and fostering collaborative and innovative work environment.
- Promoting data-driven culture within organization by advocating for use of data and analytics in decision-making across departments. This includes fostering collaboration between business units to ensure that data insights are integrated into strategic planning and operational processes.
- Leading design and implementation of advanced analytics initiatives to extract valuable insights from data. This may involve utilizing techniques such as predictive modeling, machine learning, data mining, and statistical analysis to drive business decision-making.
- Collaborating with key stakeholders across organization, including executives, business leaders, IT professionals, and external partners, to understand their analytics needs and priorities. This involves effectively communicating value of analytics initiatives and aligning them with business goals.
- Contributing to development of organization's overall strategic plan by providing insights and recommendations based on data analysis. This involves collaborating with senior leadership to identify opportunities for growth and optimization and aligning analytics initiatives with broader strategic objectives.
Dialer Manager
Stellar Recovery Inc
06.2013 - 03.2016
- Overseeing administration of dialer systems, ensuring proper configuration, maintenance, and troubleshooting of dialing platforms to ensure uninterrupted operations.
- Ensuring compliance with legal and regulatory requirements governing outbound dialing operations, such as TCPA (Telephone Consumer Protection Act) and DNC (Do Not Call) regulations.
- Monitoring dialing performance metrics such as connect rates, conversion rates, and agent productivity. Generating regular reports and analysis to identify trends, areas for improvement, and opportunities for optimization.
- Designing and implementing outbound calling campaigns, including scripting, call flows, and campaign targeting strategies to achieve desired outcomes such as lead generation or sales conversion.
- Collaborating with IT and other departments to integrate dialer systems with other technology platforms such as CRM (Customer Relationship Management) systems, to streamline workflow and data management processes.
Education
High School Diploma -
West Albany High School
Albany, OR05.2001
Skills
- Leadership/Communication Skills
- Self-Motivated
- Interpersonal Skills
- Business Operations Management
- Strategic Planning
- Analytical Skills
- Collaborative Leadership
- Culture Transformation
- Team Management
- Key Performance Indicators
- Customer Relationship Management
- Problem Resolution
References
Available upon request
Accomplishments
- Initiated Business Intelligence Project which resulted in streamlined strategies.
- Led project that resulted in Award Winner of Jacksonville Business Journal 2015 Best Business Collaboration.
- Sole execution in complete VoIP phone conversion for over 160 employees.
- Achieved over 200% company employee growth through accelerated training and recruiting program.
Timeline
Sr. Director of Tecnical Account & Support Service
LiveVox
03.2017 - Current
Chief Analytic Officer
Stellar Recovery Inc
03.2016 - 03.2017
Dialer Manager
Stellar Recovery Inc
06.2013 - 03.2016
High School Diploma -
West Albany High School
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