Kenya L. Grayson
Ewing,NJ
Summary
Highly-driven Sr. Client Relationship Manager with strong background in meeting customer service, operations and business development objectives. Astute professional versed in assessments, procedures and regulatory guidelines. Demonstrated team player and contributor facilitating achievement of corporate goals, client satisfaction and effective operations process management.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Strategic Planner
Educational Testing Service (ETS)
Princeton, NJ
01.2022 - 01.2024
- Developed and implemented long-term strategic plans to maximize organizational growth.
- Analyzed data from market research studies to identify potential opportunities for expansion.
- Provided executive leadership team with regular updates on progress towards meeting strategic objectives.
- Recommended changes in existing policies or procedures that would improve operational efficiency and effectiveness.
- Identified key areas of risk associated with strategic initiatives and developed mitigation plans accordingly.
- Led cross-functional teams in the design and implementation of innovative processes for achieving business outcomes.
- Drafted comprehensive reports outlining current trends in the industry, along with recommended actions for improving market share.
- Facilitated brainstorming sessions among executive staff members to generate ideas for future growth strategies.
- Gathered feedback from customers and other stakeholders to gain insights into their needs and preferences.
- Proposed budget allocations based on projected ROI from various projects.
- Performed cost and benefit analyses of proposed solutions to determine which options are most viable.
Client Management Lead – College Board Programs, Test Security & Test Administration
Educational Testing Service (ETS)
Princeton, NJ
10.2011 - 01.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Identified needs of customers promptly and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
Operations Manager – ETS Assessments & College Board Programs
Educational Testing Service (ETS)
Princeton, NJ
05.2008 - 10.2011
- Developed and implemented operational procedures to ensure quality standards are met.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Coordinated with other departments, including sales, marketing, finance, and human resources. To ensure efficient operations.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Developed key performance indicators to measure effectiveness of operational processes.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
Education
Masters of Science - Management
Thomas Edison State University
09.2024
Bachelor of Arts - Criminal Justice
Thomas Edison State University
Associates Degree - Criminal Justice
Mercer County Community College
Skills
- Client/Vendor Relations
- Data Management
- Six Sigma Trained
- Project Management
- Analytical Skills
- MS Office
- Quality Management Systems
- Feasibility Reviews
- Program Support
- Contingency Planning
- Cost Control
- Staff Leadership
- Contract Negotiation
- Effective Communication
- Partnership Development
- Teamwork and Collaboration
- Organizational Skills
- Quality Assurance
- Decision-Making
- Team building
- Problem-Solving
- Logistics Management
Certification
- Rutgers Mini-MBA: Business Essentials Program – Certificate of Completion
- Dale Carnegie Training: Management Leadership Training (Innovation Award)
- Six Sigma Green Belt Training
- UPS Supply Chain Solutions Trainings: OSHA Safety/Employee Relations and HR
- UPS Supervisor Leadership School: Certificate of Completion
- UPS Management Training, Certificate of Completion
- HR Professional Development: Certificate of Completion
- Life Skills and therapeutic workshop facilitation - Juvenile Justice Commission, New Jersey
Accomplishments
- Employee Relations Committee – Co-Chair – UPS-Supply Chain Solutions
- BOLD Leadership Team (Diversity and Inclusion Initiative) - Impact Co-Chair
- Dale Carnegie Management: Leadership Training (Innovation Award Recipient)
- ETS Presidential Award Recipient – SAT School Day Administration Implementation
Custom
References available upon request.
Timeline
Strategic Planner
Educational Testing Service (ETS)
01.2022 - 01.2024
Client Management Lead – College Board Programs, Test Security & Test Administration
Educational Testing Service (ETS)
10.2011 - 01.2022
Operations Manager – ETS Assessments & College Board Programs
Educational Testing Service (ETS)
05.2008 - 10.2011
Masters of Science - Management
Thomas Edison State University
Bachelor of Arts - Criminal Justice
Thomas Edison State University
Associates Degree - Criminal Justice
Mercer County Community College
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