Michelle Rhyne
Knoxville,TN
Summary
Adept at fostering client relationships and spearheading strategic planning, significantly enhanced business growth and retention at Securitas Critical Infrastructure Services, Inc. Leveraging goal-oriented approaches and data-driven decision-making, leading teams to streamline operations and improve quality assurance, achieving notable increases in efficiency and client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
National Account Manager
Securitas Critical Infrastructure Services, Inc.
04.2023 - Current
- Built strong relationships with key decision-makers at the executive level within national accounts organizations.
- Supervised and trained new hires on best practices and proper protocols; updated training materials and sales collateral and decreased process gaps.
- Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Streamlined internal processes to optimize efficiency in managing large volumes of orders from national accounts customers.
- Fostered an environment of collaboration and open communication with internal teams to ensure seamless execution of national account initiatives.
- Developed customized proposals that demonstrated a deep understanding of each client''s unique needs and goals.
- Resolved complex problems to positively impact sales and business direction.
- Strengthened relationships with key clients by maintaining consistent communication and providing tailored solutions.
- Coordinated regular meetings with national accounts to review performance metrics, address concerns, and discuss potential areas of improvement.
- Maintained a high level of industry knowledge through ongoing research, attending conferences, and networking with industry professionals.
Vice President of Operations /Chief Security Officer
Protection Strategies, Inc. (PSI)
12.2022 - 04.2023
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Supported project management team for optimal performance.
- Managed cross-functional teams to ensure seamless collaboration for optimal business outcomes.
- Cultivated strong relationships with clients, vendors, and partners for mutually beneficial collaborations.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Championed employee development programs to enhance skills, increase retention rates, and build a high-performance workforce.
- Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
- Spearheaded change management initiatives, fostering a culture of adaptability and innovation within the organization.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Participated in industry conferences and workshops to stay updated on latest trends in cybersecurity and physical protection methods.
- Developed business continuity plans to maintain critical operations during potential disasters or crisis situations.
- Advised executive leadership on emerging threats and best practices for risk management, contributing to strategic decision-making.
Director of Operations
Protection Strategies, Inc. (PSI)
05.2021 - 08.2022
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Served as back up for signatory authority on contract documents, AP, and payroll.
- Oversight of the FSO program including supervision of the FSO.
- Responsible for union negotiations/arbitrations.
Operations Manager
Protection Strategies, Inc. (PSI)
11.2019 - 05.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Created and implemented PSI’s Operational Excellence Management Plan (OEMP).
Project Administrator
Professional Project Services (Pro2Serve)
01.2018 - 10.2019
- Organized critical documentation for easy access and retrieval, increasing team productivity.
- Streamlined administrative processes by implementing efficient workflows that reduced paperwork burdens.
- Enhanced project efficiency by streamlining communication channels and implementing effective tracking systems.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Maintained responsibility for the execution, and performance of various large government customer programs.
- Responsibilities include the technical, schedule, and budget requirements, in accordance with the customer contract, and compliance with applicable FAR and DFAR regulations.
National Account Management
Securitas Critical Infrastructure Services, Inc.
04.2014 - 01.2018
- Maintained detailed financial records of all event expenditures, ensuring transparency and accountability in budget management.
- Fostered culture of data accuracy and accountability, conducting regular training sessions on best data management practices.
- Achieved significant improvements in customer lifetime value through diligent account management practices.
- Reduced errors in billing and account management through thorough training of team members and rigorous quality checks.
- Streamlined internal processes related to account management, improving efficiency across the team and reducing response times for client inquiries.
- Generated detailed reports for senior management outlining key performance indicators related to receivables, collection efforts, and account status updates.
- Trained junior team members on effective account management techniques, fostering a culture of continuous learning within the team.
- Enhanced client satisfaction by fostering strong relationships and providing exceptional account management services.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Created comprehensive reports detailing account performance metrics for management review.
- Managed a portfolio of national accounts, ensuring consistent communication and proactive problemsolving.
Skills
- Goal-Oriented
- Client Relationship Building
- Data-driven decision-making
- Business growth and retention
- Strategic Planning
- Account Management
- Attention to Detail
- Client Relationship Management
- Quality Assurance Auditing
- Quality assurance commitment
- Contract compliance
- Team Leadership and Mentoring
Affiliations
- Certified National Rifle Association
- ASIS Member, Smoky Mountain Chapter
- ASIS Women in Security Liaison, Smoky Mountain Chapter
- National Classification Management Society (NCMS)
Certification
Certified National Rifle Association Pistol Instructor
Certified National Rifle Association Safety Officer
Certified ELI Civil Treatment for Employees & Managers Instructor
Certified American Red Cross CPR, First Aid & AED Instructor
FSO Program Management for Possessing Facilities Training
Timeline
National Account Manager
Securitas Critical Infrastructure Services, Inc.
04.2023 - Current
Vice President of Operations /Chief Security Officer
Protection Strategies, Inc. (PSI)
12.2022 - 04.2023
Director of Operations
Protection Strategies, Inc. (PSI)
05.2021 - 08.2022
Operations Manager
Protection Strategies, Inc. (PSI)
11.2019 - 05.2021
Project Administrator
Professional Project Services (Pro2Serve)
01.2018 - 10.2019
National Account Management
Securitas Critical Infrastructure Services, Inc.
04.2014 - 01.2018
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