Accomplished leader with 20+ years experience leading, motivating, mentoring and coordinating cross-functional teams including managers, fulfillment, sales, analytical consultants, professional customer success managers. My strengths include strategic thinking with the ability to execute, drive both strategic and tactical results, and successful lead platform migrations and acquisitions.
Overview
33
33
years of professional experience
Work History
Vice President of Client Success
Equifax Workforce Solutions
08.2019 - Current
Identified opportunities to improve business process flows and overall departmental productivity.
Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Established performance goals for department and provided methods for reaching milestones.
Increased company growth through collaboration with sales and marketing departments.
Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.
Created and made appropriate documentation for annual budgets and senior leadership goals.
Identified and solved issues with production, workforce and material sourcing to drive business objectives.
Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
Led operational team in creation, roll out and management of new product lines.
Resolved issues and recommended actions based on production and compliance reports.
Managed teams of 100+ professionals focused on helping our clients optimize our product and services more than they would have otherwise on their own.
Spearheaded third-party contract negotiations to obtain favorable pricing and scheduling parameters.
Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
Oversaw business-wide changes to modernize procedures and organization.
Grew team by sourcing well-qualified employees using new recruitment strategy.
Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
Developed comprehensive performance reports using Google Analytics to strategize resource allocation and establish performance metrics for clients.
Senior Director of Sales and Customer Experience
Equifax USIS
04.1990 - 08.2019
Used financial reporting to drive business opportunities and kept actual expenses in line with budget.
Collaborated with internal stakeholders to close gaps and improve customer experience.
Built customer confidence by actively listening to concerns and giving resolutions.
Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores [Number]%.
Offered direction and gave constructive feedback to motivate team members.
Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
Captured new customers by optimizing business strategies and launching products to diversify offerings.
Considered business demands and customer preferences when developing pricing structures and marketing plans.
Leveraged industry trends and competitive analysis to improve customer relationship building.
Aligned activities with corporate objectives by coordinating marketing, sales and IT processes.
Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
Generated [Number]% in sales through effective networking and marketing strategies to grow new business and increase productivity.
Increased profit margins by [Number]% through maximizing new product introductions.
Generated over $[Amount] in [Product or Service] sales and distribution.
Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
Established and grew aftermarket sales department, set sales targets, and introduced customer satisfaction survey.
Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Monitored office workflow and administrative processes to keep operations running smoothly.
Established ambitious sales targets, managed deployment strategies and developed go-to-market plans to capitalize on every revenue opportunity.
Led change and transformation across business areas to deliver benefits and align company resources.
Formulated and presented innovative strategies to team members, executives and customers to build foundation for successful sales plans.
Investigated competitive landscape to maintain currency on market and anticipate negative business impacts.
Managed and motivated sales team to increase revenue [Number]% in [Timeframe].
Built relationships with customers and community to establish long-term business growth.
Achieved sales goals and service targets by cultivating and securing new customer relationships.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Collaborated with upper management to implement continuous improvements and exceed team goals.
Managed accounts to retain existing relationships and grow share of business.
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
Monitored sales team performance, analyzed sales data and reported information to area managers.
Maintained up-to-date knowledge of competitor products and pricing in market served.
Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
Prepared and implemented strategic growth plans for territory based on company goals and expectations.
Hired, supervised and coached [Number] employees on sales strategies to optimize performance.
Investigated and integrated new strategies to expand business operations and grow customer base.
Developed and executed sales presentations as well as both internal and external product training workshops.
Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Managed revenue models, process flows, operations support and customer engagement strategies.
Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Delivered recommendations to long-term accounts to promote brand awareness to key audience.
Assistant Vice President Pre-sales Solutions Consultant at Equifax Workforce SolutionsAssistant Vice President Pre-sales Solutions Consultant at Equifax Workforce Solutions