Mallory Theresa Phipps
Summary
Reliable business professional with experience in project management, go-to-market strategies, process improvement, and leadership. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and initiating strategies to improve efficiency. Develops and provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
10
10
years of professional experience
Work History
Team Lead, Implementation Project Manager
Ultimate Kronos Group (UKG)
06.2022 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Developed project plans identifying key issues, approaches and performance metrics.
- Created implementation methodologies to control project costs and meet deadlines.
- Documented specialized data and requirements to address business demands.
- Monitor active projects and handle escalations
- Provide coaching and feedback to team members
- Contribute to team member management, including recruiting, onboarding, and ongoing support
- Ownership of Implementation methodologies
- Business process improvements to identify areas where UKG can improve accuracy and efficiency
Senior Implementation Project Manager
Ultimate Kronos Group (UKG)
01.2022 - 05.2022
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Created implementation methodologies to control project costs and meet deadlines.
- Simplified application and resource provisioning.
- Level II to a Level III role promotion
Implementation Project Manager
Ultimate Kronos Group (UKG)
07.2019 - 12.2022
- Manage full project lifecycles of product implementations
- Configure HR Service Delivery solutions based off client specifications
- Lead and steer client committees on a weekly basis
- Set up Single Sign On integrations and sFTP file ingestions to monitor successful file runs
- Oversee and control product readiness to achieve go-lives and quarterly/yearly launch objectives
- Subject matter expert in areas of the HR Service Delivery applications
- Initiate onboarding and product documentation to deliver new hires with industry best practices
- Create and distribute quarterly Press Releases with cross functional team members to stay informed with upcoming projects
- Participate in short-term, high impact projects through UKG’s internal initiative to deepen product knowledge
- Site manager and newsletter writer for Black Upcoming Individuals in Leaderships’ Marketing and Communications stream
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
Core Specialist
Ultimate Software
08.2017 - 07.2019
- Delivered support and service to customers through the Salesforce CRM system
- Worked as direct point of contact for West Coast team servicing 250+ clients
- Used platform knowledge to make sound decisions for team success
- Mentored new Core Specialists on product knowledge, time management, and case assistance to improve Salesforce metrics
- Maintained and ensure all customer interactions are handled with attention and diligence
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Senior Account Manager
Smart Utility Systems
03.2016 - 08.2017
- Provide management to 20+ accounts in the Utility industry with over 5 million customers to deliver a SaaS application platform
- Evaluate client metrics in backend iTunes Connect/Google Play Analytics, which increases a 20% adoption rate of mobile downloads using a “Go-To-Market” strategy plan of email/social media campaigns, infographics, press releases, and video announcements
- Cross sell opportunities software enhancements acquiring $150,000 profit increase in a 6-month period
- Built a 45-page entry training manual for new hires entering department
- Honorary ‘MVP-Client Success’ awarded for driving customer engagement achievements
- Mentored junior account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical and business areas to key accounts.
- Delivered training presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Event Marketing Manager
Coastline Events Orange
09.2015 - 03.2016
- Promote 5-8 product campaigns into Fortune 500 companies through incentive programs
- Apply essential direct marketing techniques to help exceed 50% hourly goal
- Successfully built and trained 2 business partners to become top leaders in the office
- Coordinate with Program Managers to process product inventory during rotational events
- Created and managed social media campaigns to increase brand engagement.
- Conducted market research to identify new opportunities and target markets.
- Continually maintained and improved company's reputation and positive image in markets served.
- Devised content strategy to effectively engage target audiences.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
- Mentored local personnel on best practices and protocols to maximize productivity.
Regional Sales Representative
Team Effort Incorporated Southern California
02.2015 - 07.2015
- Responsible for 100 Golf accounts’ inventory needs within the Southern California territory
- Deliver $1,500 weekly purchase orders after marketing product demo
- Submit weekly logs to upper management summarizing captured sales revenue
- Performed 25 calls a day with current/prospective courses to hit monthly quota
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Implemented marketing strategies and techniques, increasing revenue, and customer satisfaction.
- Utilized various sales techniques to develop relationships with customers and drive sales.
- Assisted with development of long-term company strategies to increase profitability.
- Visited clients on-site to give benefit-oriented sales presentations.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
Accessory Buying Specialist
Roger Dunn Golf Shops
09.2013 - 01.2015
- Vendor management to obtain pricing, delivery, and inventory stock contingent upon consumer needs
- Daily customer interaction generating special orders between $400-$800 transaction
- Oversee visual merchandise display to refill retail floor of 60,000 sq
- Ft
- Golf shop based on seasonal buying patterns
- Maintained high standards of customer service by building relationships with clients.
- Processed eligibility and benefits verification and authorization requests.
- Acted as subject matter expert, answering internal and external questions and inquiries.
Education
Bachelor of Arts - Creative Writing
University of California Riverside
2013
Skills
- Enterprise Application and Account Management
- Salesforce Client Relationship Management Software
- SaaS Software Support and Product Marketing
- SQL Server experience with queries and database updates
- Microsoft 365 competency in Teams, Sway, and SharePoint applications
- Google and MS Office Suite proficiency
- Facebook, Instagram, Twitter, and LinkedIn Platforms
- Adobe Acrobat expertise
- Leadership
- Process Improvement Initiatives
- Key Performance Indicators (KPI)
- Continuous Improvement Process
Timeline
Team Lead, Implementation Project Manager
Ultimate Kronos Group (UKG)
06.2022 - Current
Senior Implementation Project Manager
Ultimate Kronos Group (UKG)
01.2022 - 05.2022
Implementation Project Manager
Ultimate Kronos Group (UKG)
07.2019 - 12.2022
Core Specialist
Ultimate Software
08.2017 - 07.2019
Senior Account Manager
Smart Utility Systems
03.2016 - 08.2017
Event Marketing Manager
Coastline Events Orange
09.2015 - 03.2016
Regional Sales Representative
Team Effort Incorporated Southern California
02.2015 - 07.2015
Accessory Buying Specialist
Roger Dunn Golf Shops
09.2013 - 01.2015
Bachelor of Arts - Creative Writing
University of California Riverside
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