Mariam Tsertsvadze
Brooklyn,New York
Summary
Customer-oriented general manager with several years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
Overview
6
6
years of professional experience
Work History
Manager, Retention and Brand Management Department
Liberty Home Guard
09.2020 - Current
- Strategic Department Development:
- Founded and scaled the Retention and Brand Management departments, establishing robust frameworks and best practices to drive operational excellence
- Spearheaded the recruitment, training, and professional development of a 20-member team, cultivating a high-performance culture and ensuring alignment with organizational goals
- Designed and implemented a comprehensive recruitment and onboarding program, seamlessly integrating new hires into the company
- Developed key performance indicators (KPIs) and metrics to track departmental progress and ensure continuous improvement
- Conducted regular performance reviews and provided constructive feedback to team members, fostering professional growth and skill development
- Operational Leadership:
- Engineered and deployed advanced technological solutions and systems to streamline departmental workflows and enhance productivity
- Instituted an automated reporting system, delivering real-time insights and data-driven decision-making capabilities to senior leadership
- Provided strategic recommendations to optimize claims processing, sales methodologies, and retention strategies, leading to significant operational improvements
- Managed departmental budgets, ensuring efficient allocation of resources and adherence to financial targets
- Coordinated cross-functional projects and initiatives to improve overall business processes and customer service delivery
- Customer Retention and Experience:
- Achieved a remarkable 30% annual increase in customer retention rates through targeted initiatives and personalized customer engagement strategies
- Developed and executed innovative rebuttal techniques, empowering agents to effectively address customer concerns and reduce churn
- Implemented customer feedback loops, using insights to drive continuous improvements in service delivery and product offerings
- Collaborated with legal and compliance teams to refine home warranty policies, resulting in enhanced customer satisfaction and reduced complaint volumes
- Oversaw the resolution of complex customer issues and escalations, ensuring timely and satisfactory outcomes
- Brand Management and Reputation Enhancement:
- Drove a substantial increase in brand awareness and positive reviews across all major review platforms, achieving a stellar 4.7 rating on Google
- Expanded the company's online presence by forging strategic partnerships with key affiliates, boosting the volume of positive customer feedback
- Efficiently managed and resolved internal and external complaints, including settling lawsuits and addressing attorney general complaints, thereby safeguarding the company's reputation
- Developed and executed comprehensive PR and communications strategies to enhance the company's public image and market positioning
- Analyzed market trends and competitor activities to inform branding and marketing strategies
- Cross-Functional Training and Support:
- Led comprehensive training programs across departments, focusing on retention strategies and review collection techniques for an organization of nearly 300 employees
- Provided operational support and expertise to other departments, fostering a collaborative environment and driving overall company performance
- Organized and conducted workshops and seminars to disseminate best practices and enhance company-wide capabilities
- Created and maintained training documentation and resources, ensuring accessibility and consistency in learning materials
- Acted as a mentor and coach, supporting employees' professional development and career advancement
- Innovation and Process Enhancement:
- Introduced and managed live chat support on the company website, enhancing real-time customer assistance and overall user experience
- Developed and optimized website pages to improve navigation, user engagement, and conversion rates
- Created and implemented new rebuttal techniques, significantly improving agent performance and customer retention outcomes
- Conducted regular process audits and implemented continuous improvement initiatives to streamline operations and enhance service quality
- Leveraged data analytics to identify opportunities for innovation and drive strategic decision-making
- Key Achievements:
- Consistently achieved high retention and renewal rates, contributing to substantial growth in the customer base and revenue
- Enhanced employee retention and job satisfaction within the department by fostering a supportive and growth-oriented work environment
- Successfully managed multiple high-stakes projects, delivering results within scope, on time, and under budget
- Recognized for outstanding leadership and contribution to the company's overall success and market reputation
General Manager
JM Learning Prep LLC
10.2019 - 09.2020
- Manage a database of approximately 7,000 clients, representing the company's mission and ethics by liaising between parents, students, and staff
- Oversee 40 employees, ensuring adherence to company protocols and procedures
- Interview, hire, and train new tutors, secretaries, and staff, fostering a team-oriented office environment
- Collaborate with company directors to ensure smooth office operations and clear communication channels
- Handle all new hire paperwork, including contracts, W2 forms, direct deposit forms, and other necessary documentation
- Establish and maintain professional and productive customer relationships, prioritizing customer satisfaction
- Investigate and resolve client concerns promptly and effectively, implementing customer service surveys to encourage feedback
- Draft action plans and lead meetings with executives to review project statuses, client satisfaction, proposed changes, and general office procedures
- Forecast project costs and estimates, maintain company budget and timelines, and develop business plans aligning strategic decisions with long-term objectives
- Enhance efficiency by coaching and mentoring 40 employees on industry practices, company procedures, and various systems through creating courses and handbooks
- Increase revenue streams by reducing costs, managing schedules, and performing variance and risk analysis to implement corrective actions
- Implement new technological systems and procedures to improve operational quality and team efficiencies, including Basecamp, Square Appointments, and Mailchimp
- Develop and implement a new payroll system, enabling time-efficient payroll processing for 40 employees
- Boost company profits by monitoring marketing campaigns and business development, overseeing the marketing department and their initiatives
- Increase monthly staff retention rate by 75% through new training programs based on employee feedback
- Manage budget implementations, employee reviews, training, schedules, and contract negotiations
- Train and develop front desk and secretarial staff on services offered, selling techniques, and company procedures
- Introduce comprehensive onboarding and training programs, surpassing team sales targets and employee retention goals
- Develop a centralized training course via Teachable, ensuring minimal time losses in office procedures due to new employee training
Secretary
JM Learning Prep LLC
09.2018 - 10.2019
- Managed all registration and communication with potential and current clients
- Handled daily emails and phone calls, responded to inquiries, collected payments, and resolved scheduling issues
- Provided information about programs using effective sales techniques
- Recommended process improvements to enhance accuracy, efficiency, and service quality
- Organized meeting spaces and materials, reported discussions, and distributed meeting notes
- Developed and updated spreadsheets and databases to track, analyze, and report performance and sales data
- Processed invoices and expenses using ASAP Connected and Schedulicity, and created reports, correspondence, and procedure manuals
- Routed incoming calls and correspondence to ensure timely communication and maintained an organized filing system
- Ensured office equipment functionality and supplies were well-stocked for efficient operations
- Established daily administrative procedures for opening and closing the office to minimize errors and delays
Legal Assistant
Law Office of Yeva Rakhamimova, PLLC
03.2018 - 07.2018
- Assisted attorneys in collecting information such as employment, medical, and other records
- Enhanced client relationships in person and over the phone with professionalism and confidentiality
- Maintained calendar and tickler system for managing partner, associate attorney, and senior paralegal schedules
- Familiarized with various legal documents including motions, briefs, discovery documents, correspondence, and legal memoranda
- Answered telephones, set up appointments, and took accurate notes/meeting minutes
- Handled ten calls per hour to address customer inquiries and concerns, interpreting and relaying legal information clearly
Education
B.A. in Economics, Pre-Law -
Fordham University
05.2023
Law Program Advanced Regents Diploma -
James Madison High School
06.2019
Skills
- Technical Proficiency
- Microsoft Office Suite
- Google Workspace
- Marketing
- Digital Marketing
- Social Media
- Email Marketing
- Project Management
- Forecasting
- Budgeting
- Meeting Facilitation
- Customer Relations
- Problem Resolution
- Human Resources
- Interviewing
- Hiring
- Training
- New Hire Paperwork
- Leadership
- Coaching
- Mentoring
- Training Courses
- Financial Management
- Budget Management
- Variance Analysis
- Cost Reduction
- Event Coordination
- Operations Management
Volunteer Experience
- Russian American Arts Foundation, Event Volunteer, 07/01/17, 07/01/17, Brooklyn, Assisted in the organization and execution of the Russian Heritage Month celebration at Brooklyn Borough Hall, contributing to a successful and well-attended event., Coordinated and managed concessions, ensuring a seamless experience for attendees by distributing business cards and brochures, setting up promotional materials, and arranging tables and chairs according to client specifications., Maintained the cleanliness and safety of the event hall throughout the event, proactively addressing any issues that arose., Provided directional assistance and answered questions from guests, enhancing their overall experience and satisfaction., Welcomed and greeted incoming participants and guests, creating a warm and inviting atmosphere and delivering exceptional customer service., Collaborated with event staff and volunteers to ensure all aspects of the event were executed efficiently and effectively.
- St. Jude Children's Research Hospital, Holiday Fundraiser Organizer, 12/01/16, 12/01/16, Acted as the on-site manager for the holiday fundraising campaign, overseeing all activities to ensure a positive experience for participants and timely resolution of any issues., Provided comprehensive administrative and clerical support for the fundraising campaigns, demonstrating strong organizational and multitasking abilities., Established and nurtured relationships with donors, successfully engaging in face-to-face solicitation to maximize contributions and support for the hospital., Managed the collection and accounting of donations from a large number of event attendees, ensuring meticulous financial handling and accountability., Developed and implemented effective fundraising strategies in collaboration with team members, contributing to the overall success of the campaign., Facilitated post-event follow-up activities, including thank-you communications and feedback collection, to maintain donor relationships and improve future events.
Timeline
Manager, Retention and Brand Management Department
Liberty Home Guard
09.2020 - Current
General Manager
JM Learning Prep LLC
10.2019 - 09.2020
Secretary
JM Learning Prep LLC
09.2018 - 10.2019
Legal Assistant
Law Office of Yeva Rakhamimova, PLLC
03.2018 - 07.2018
B.A. in Economics, Pre-Law -
Fordham University
Law Program Advanced Regents Diploma -
James Madison High School
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