Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kerri Picard

Southwick,MA

Summary

Dynamic leader with a proven track record at Franklin Products, excelling in organizational leadership and strategic planning. Spearheaded initiatives that significantly enhanced customer satisfaction and drove revenue growth. Expert in fostering team collaboration and operational excellence, achieving substantial market share increase through innovative strategies and strong partner relationships.

Overview

29
29
years of professional experience

Work History

President

Franklin Products
07.2011 - Current


  • Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
  • Managed crisis situations effectively while minimizing disruption to daily operations.
  • Enhanced company performance by implementing strategic plans and overseeing daily operations.
  • Drove revenue growth by expanding product offerings and identifying new market opportunities.
  • Cultivated strong relationships with external partners to foster collaboration and maximize resources.
  • Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
  • Monitored financial performance and implemented measures to enforce compliance with budgetary standards.
  • Streamlined organizational processes by evaluating current systems and implementing improvements.
  • Inspired innovation by creating an environment that encouraged creative thinking and problem-solving capabilities.
  • Delivered operational excellence by optimizing resources, processes, and overall cost structure.
  • Developed strong partnerships with cross-functional teams for improved collaboration and efficiency.
  • Facilitated communication between departmental teams and stakeholders to build consensus.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Initiated strategy to drive company growth and increase market share and profitability.

Director of Contracts Management

Franklin Products
01.1995 - 07.2011
  • Increased customer retention rates through proactive engagement, consistent follow-ups, and attentive issue resolution.
  • Ensured compliance with industry standards and regulations while maintaining an exceptional level of service quality across all channels of support delivery.
  • Reduced response times for customer inquiries by optimizing support team workflows and utilizing efficient ticketing systems.
  • Enhanced customer satisfaction by implementing new support strategies and streamlining communication processes.
  • Established a culture of excellence within the customer support department, fostering accountability, collaboration, and innovation.
  • Acted as a customer advocate within the organization, driving improvements in processes and product offerings based on direct feedback from clientele and support team insights.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Interacted well with customers to build connections and nurture relationships.

Education

Bachelor of Arts - Psychology

Marist College
Poughkeepsie, NY

Skills

  • Leadership Team Building
  • Organizational Leadership
  • Strategic Planning
  • Operational Excellence
  • Business Development

Timeline

President

Franklin Products
07.2011 - Current

Director of Contracts Management

Franklin Products
01.1995 - 07.2011

Bachelor of Arts - Psychology

Marist College
Kerri Picard