LAURA M. TRUSSELL

• Increased efficiency by analyzing data and maximizing opportunities for improved productivity across consumer and business support departments
• Created progressive, career pathing, training and performance-based bonus plans which led to 93% employee retention, reduced employee ramp time from 12 to four weeks and hold the highest, eNPS scores within the organization
• Developed and executed strategic CSAT management and agent quality assurance programs resulting in CSAT score increase from 77% to 93% within six months
• Streamlined case management through systems automation, development of knowledge base and the launch of an omni-channel support platform resulting in overall reduction of case submissions by 46% and reduction in resolution time by 34%
• Implemented and monitored internal control procedures
• Identified problems and implemented solutions to better streamline operations
• Developed company-wide Incident Management process which reduced average incident response time by 68% and decreased resolution time by 32%.

• Managed the day-to-day operations of Client Success, Professional Services, and the B2B (Property
• Management) and B2C (Resident) Support departments ensuring high levels of productivity and progression across each team
• Created client account management playbooks which led to 75% long-term contract renewals of the top 25 clients equaling +$100m in revenue
• Developed and implemented cross-functional, project management strategies to achieve long-term business objectives including a reduction of on-boarding time by 85%
• Initiated operational process improvements using lean methodologies to drive efficiency and reduce costs resulting in 27% reduction of COGS
• Developed career-pathing program to attract talent, identify high performers and train from within, resulting in a high-functioning, well-trained talent pool for the operations teams as well as other business units.
• Managed team of 42 employees which has grown to over 160 employees, overseeing all aspects of hiring, training, and professional growth of the employees
• Developed and launched client health score, heal desk and NPS programs to monitor churn risk, and create client advocates resulting in increased retention of over 85%
• Partnered with company stakeholders to align efforts and track goal progress.

• Revamped project management and implementation division, resulting in decreased project implementation times from 148 to 34 days
• Increased net revenue by $9M within nine months
• Redefined project management process from Waterfall to Agile resulting in 247% reduction in implementation time
• Optimized customer experiences through implementing better internal communication with other departments and eliminating duplicate work across teams resulting in reduction of $1M in operating expenses
• Managed acquisition and merger of video production company to increase digital marketing product offerings yielding in increased annual revenue of $1.5M
• Established operational guidelines and identified opportunities for improvement.
• Merged three separate companies' CRM, accounting, project management and software development environments to create unified communication platform across all divisions
• Created new revenue streams through creation of SEO, SEM and social media optimization services for existing clients.
• Set goals and expectations for direct reports using performance review process, holding staff accountable.

Led sales, IT, product development, and client support divisions

• Grew new business revenues by over 55% and increased current client revenue by 15%
• Aligned sales objectives with business initiatives using strategic development, forecasting and budgeting
• Streamlined project management and client support processes which resulted in reduction of implementation time by 33% and increased client retention by 8%
• Established relationships with key vendors to reduce operating expenses and further industry awareness of business strengths
• Created prospectus, shopped buyers, and sold assets to On-Site in September 2015
• Managed details of M&A plan.

• Managed development and launch of SAAS start-up
• Grew revenue from $0 to $2M in first three years through developing and directing product build and business launch strategy
• Structured sales, marketing, IT, project management & customer support teams while defining operations processes, software platforms and creation of new product
• Developed new business partnerships netting over $120K annually in ancillary income
• Managed P&L and annual budgets with average annual operating margin of 37% within first three years of launch
• Directed acquisition of payment processing company with focused efforts on minimizing impact to clients
• Increased annual revenue by $3M annually through acquisition
• Grew existing client revenue base by over 10% in less than six months post acquisition.

• Responsible for meeting and exceeding revenue goals of both outside and inside print & Internet advertising sales teams
• Developed a national training program for 152-member sales team
• Grew successful partnerships and managed client base of over 2,000 clients
• Achieved revenue growth of 147% for assigned regions
• Awarded Most Revenue Growth for Washington, DC area in 2005
• Represented company at conferences, trade shows and customer locations, answering questions about corporate products and services.