Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

Kenneth Flaig III

Phoenix

Summary

Customer Success Manager with extensive experience at Cyber-Metrics, specializing in customer account management and strategic communication. Led implementation of a new success platform, resulting in increased team efficiency and revenue growth. Skilled in metrics analysis and relationship building, consistently ensuring client satisfaction and achievement of goals.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Cyber-Metrics
05.2023 - Current
  • Build and maintain strong relationships with customers by providing exceptional customer service
  • Develop and execute onboarding and implementation plans to ensure customers are successful in using the products and services
  • Conduct regular customer check-ins to ensure customers are achieving their desired outcomes
  • Maintain accurate customer records, including contact information, communication history, and customer feedback
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Spearheaded adoption of new customer success platform, optimizing team workflows and improving efficiency.

Specialist, Quality Business Analytics

Collins Aerospace
08.2022 - 03.2023
  • Analyze, and extract data from various Quality systems to develop monthly presentations for multiple departments
  • Utilized Tableau, SAP, Share-Point, Power Point, and Power-BI to share quality data presentations to drive real-time actions
  • Assist projects to align Quality metrics across Aerostructures, Sites, Programs, and supply chain
  • Create analytical processes, tools and models that will provide predictive analysis to facilitate problem resolution & proactive improvement
  • Maintained database systems to track and analyze operational data.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Followed all company policies and procedures to deliver quality work.

Sr. Operations Manager

Universal Background Screening
12.2019 - 05.2022
  • Spearheaded process improvements to reduce errors and increase overall quality in operations management.
  • Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
  • Improved operational efficiency by streamlining processes and implementing innovative strategies.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reduced operational risks while organizing data to forecast performance trends
  • Implemented data-driven decision making to inform business strategies and drive operational excellence.
  • Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.

HR Consultant

Canyon Telecom
04.2019 - 11.2019
  • Improved workplace culture by initiating diversity and inclusion initiatives, resulting in higher employee satisfaction levels.
  • Facilitated leadership development programs to nurture high-potential employees for future managerial roles..
  • Supported organizational change initiatives by developing clear communication plans and providing guidance during transitions.
  • Applied facts and analytics to understand trends and develop solutions to positively impact organization.
  • Contributed to business and HR functions by identifying, prioritizing and building organizational capabilities, behaviors, structures and processes.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.

Operations Manager II

FedEx Ground
12.2018 - 04.2019
  • Responsible for assigning and managing employees to ensure the safe and efficient sortation of packages through the facility, minimizing operational cost and maximizing operational quality
  • Plans, organizes, staffs, directs and controls specific day-to-day operations within station or Hub
  • Determine opportunities for improvement of key metrics and executes action plans to achieve results
  • Participates in the development of and responsible for administering company employee relations
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.

H-D (Harley Davidson) Riding Academy Manager

Buddy Stubbs Arizona Harley Davidson
08.2018 - 12.2018
  • Recruited and trained a skilled team of instructors, fostering a positive work environment that prioritized safety and professionalism.
  • Maintain the fleet / Obtain liability insurance, acquire necessary equipment and supplies
  • Daily operational and logistical aspects of the Riding Academy New Rider Courses
  • Schedule reservations and enter data into the Harley-Davidson Student Management System (SMS), Track and report program results
  • Implemented comprehensive safety protocols to minimize risk of accidents during riding sessions and around the facilities.
  • Planned, administered and controlled budgets and produced financial reports.

Education

MBA - Human Resources Management/Personnel Administration

Grand Canyon University
Phoenix
01.2014

Bachelor of Science - Applied Management

Grand Canyon University
Phoenix
01.2012

Skills

  • Customer account management
  • Revenue growth strategies
  • Metrics analysis and reporting
  • Leadership and team goals
  • Proficient in KRONOS, Tableau, SQL, QIM, SAS, Salesforce, Task-Ray, CRM software
  • Microsoft Office Suite proficiency
  • Business analysis and reporting
  • Team building and leadership
  • Analytical thinking skills
  • Problem-solving expertise
  • Strategic communication
  • Project planning and customer onboarding

References

References available upon request.

Timeline

Customer Success Manager

Cyber-Metrics
05.2023 - Current

Specialist, Quality Business Analytics

Collins Aerospace
08.2022 - 03.2023

Sr. Operations Manager

Universal Background Screening
12.2019 - 05.2022

HR Consultant

Canyon Telecom
04.2019 - 11.2019

Operations Manager II

FedEx Ground
12.2018 - 04.2019

H-D (Harley Davidson) Riding Academy Manager

Buddy Stubbs Arizona Harley Davidson
08.2018 - 12.2018

MBA - Human Resources Management/Personnel Administration

Grand Canyon University

Bachelor of Science - Applied Management

Grand Canyon University

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