Summary
Overview
Work History
Education
Skills
Applications And Systems
Timeline
Generic

PADA HINTEMEYER

Customer Success Leadership

Summary

Continuous improvement and customer-centric driven professional with over 10 years' experience. A strong background in B2C and B2B customer service leadership. Proven track record of successfully managing teams of 10-20 individuals and proficient in various applications such as SAP, Oracle and Microsoft operating systems. Skilled in Excel data analytics, data mining and sales reporting. Experienced in leading and managing teams in high volume ticket and contact centers. Demonstrated ability to standardize procedures and systems, lead automation efforts and collaborate with finance, sales, supply chain and operations. Experienced managing in office, hybrid, and remote teams. Empowers a culture of curiosity in all levels of team members to drive innovation and customer satisfaction.

Overview

12
12
years of professional experience

Work History

Manager, Customer Success

Integer
9 2017 - Current
    • Successfully lead a team of 10+ team members ensuring high levels of customer satisfaction and retention
    • Lead and/or coordinate Monthly/Quarterly Business reviews with customers and SLT/ELT to review and deliver KPIs on on-time delivery, request for quote turnaround time, issue resolution, revenue targets and quality metrics
    • Implement automation and standardized procedures, resulting in improved efficiency and productivity
    • Lead cross-functional teams to develop and implement process improvements through short- and long-range planning, with goals of cost savings and increased customer satisfaction
    • Administered Customer Satisfaction survey to use as coaching opportunities for team members
    • Conducts data analytics and data mining to provide valuable insights for sales/KPI reporting and decision making
    • Collaborates with finance, sales, supply chain and operations to align processes and achieve organizational goals.

Supervisor, Customer Service

Abbott Laboratories
06.2014 - 09.2017
    • Provided leadership to team to resolve inquiries and issues in a timely and professional manner
    • Developed strong product knowledge and effectively communicated technical information to team and customers
    • Led training to new hires and mentored high potential employees contributing to professional growth and development
    • Successfully led team to +90% service levels in high volume contact center receiving +700 calls per day while maintaining +99% order accuracy
    • Increased overall new hire employee satisfaction from 67% to 99%, improving retention efforts.

Supervisor, Financial Aid

Regency Beauty Institute
08.2012 - 06.2014
    • Managed operations and student service functions related to financial aid from enrollment to graduation
    • Collaborated with cross-functional teams to address student concerns and improve overall student experience
    • Utilized ticket and phone systems to manage customer inquiries and ensure prompt resolution
    • Mentored high potential employees for leadership succession though exposure of expanded scope and leadership training.

Education

Master of Business Administration -

Globe University
Saint Paul, MN

Bachelor of Science - undefined

University of Minnesota
Minneapolis, MN

Yellow Belt Lean Six Sigma - undefined

Abbott
Saint Paul, MN

DiSC Leadership Training - undefined

Abbott
Saint Paul, MN

Skills

Applications And Systems

  • Oracle
  • Oracle Analytics
  • SAP
  • Esker
  • Microsoft Power BI
  • Microsoft Teams
  • GHX MyExchange
  • EDI
  • SharePoint
  • Microsoft Office 365
  • Concur
  • Kronos
  • Cisco Unified Intelligence Center
  • Cisco Jabber
  • WebEx
  • Avaya
  • Ticket Systems PowerBI

Timeline

Supervisor, Customer Service

Abbott Laboratories
06.2014 - 09.2017

Supervisor, Financial Aid

Regency Beauty Institute
08.2012 - 06.2014

Manager, Customer Success

Integer
9 2017 - Current

Master of Business Administration -

Globe University

Bachelor of Science - undefined

University of Minnesota

Yellow Belt Lean Six Sigma - undefined

Abbott

DiSC Leadership Training - undefined

Abbott

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PADA HINTEMEYERCustomer Success Leadership