PATRICIA KELLEY
Ocala,FL
Summary
Led diverse teams to achieve strategic objectives and foster a culture of collaboration. Developed a deep understanding of customer business needs to create impactful, cost-effective solutions. Drove initiatives that consistently surpassed client expectations and enhanced satisfaction.
Overview
12
12
years of professional experience
Work History
DIRECTOR CLIENT SUCCESS
ANSIRA
05.2023 - Current
- Assisted in auditing billable services for customer programs. Acted as a contact for client issues and concerns. Supported effective resolution of client inquiries.
- Led a team of remote customer success managers to elevate client satisfaction levels.
- Partnered with Senior Vice President of Client Success to spearhead implementation and execution of strategic vision for client success delivery organization.
- Partnered with sales leadership to align sales and client success teams on client health and revenue forecasts.
CUSTOMER SERVICE MANAGER AMERICAS
TECHTRONIC INDUSTRIES (TTI)
04.2022 - 05.2023
- Implemented performance management strategies to foster employee development and strengthen organizational capabilities.
- Spearheaded strategic initiatives for order book and invoice management to enhance customer delivery fulfillment.
- Assisted in reviewing product inventory levels to match projected demand. Supported sales team in comparing actual booked orders with forecast objectives to identify discrepancies.
- Orchestrated collaboration between supply chain distribution centers and sales teams to ensure target alignment.
CUSTOMER SERVICE MANAGER AMERICAS
INVUE
09.2020 - 02.2022
- Designed and implemented a comprehensive customer service strategy to enhance presale support and foster post-sale relationships.
- Established revised productivity metrics and agent goals to foster a motivated team environment.
- Oversaw operations of a twelve-member customer service team to enhance order processing, streamline returns, resolve product inquiries, and provide technical/software assistance.
- Delivered comprehensive support to sales teams across regions to foster positive business relationships.
CUSTOMER SUCCESS OPERATIONS ACCOUNT MANAGER
INVUE
11.2018 - 09.2020
- Assisted enterprise clients through regular communication. Supported ongoing touchpoint calls to enhance client relationships. Prepared and presented quarterly business reviews to address client needs.
- Facilitated collaboration between IT sourcing and business stakeholders to ensure comprehensive documentation of all SaaS applications and subscriptions across the organization.
- Assisted in organizing and coordinating customer testing activities. Supported training sessions for installation and maintenance. Aided in delivering both virtual and in-person training on software and hardware products.
CLIENT SUCCESS / IT SERVICE DELIVERY MANAGER
CURVATURE
03.2016 - 11.2018
- Directed service delivery initiatives to enhance client IT processes. Aligned Curvature's support strategies with client objectives to drive success. Surpassed service delivery goals and SLAs through effective management.
- Facilitated collaboration among technical teams to identify issues and guarantee comprehensive root cause analysis for every escalation and incident.
- Conducted data analysis to provide clients with detailed insights into service activities.
CUSTOMER SATISFACTION MANAGER
SNAPAV
10.2013 - 01.2016
- Facilitated revenue growth through targeted coaching and training on upsell and cross-sell techniques, while identifying and leveraging subtle opportunities for improvement.
- Led the design and implementation of a comprehensive module-based training program. Developed a customer service quick reference guide that streamlined access to essential process outlines.
- Developed and implemented training programs focused on upselling and cross-selling to optimize customer interactions and drive revenue growth.
- Oversaw call monitoring and assessment processes to pinpoint training opportunities. Provided tailored coaching and development programs to elevate agent performance.
Education
Education and Business
BROWARD COLLEGE
FT LAUDERDALE, FLSkills
MS Office (Word, Excel, Outlook, PowerPoint)
Power BI
Oracle
SAP
Concur
AS400
Salesforce
Workday
Timeline
DIRECTOR CLIENT SUCCESS
ANSIRA
05.2023 - Current
CUSTOMER SERVICE MANAGER AMERICAS
TECHTRONIC INDUSTRIES (TTI)
04.2022 - 05.2023
CUSTOMER SERVICE MANAGER AMERICAS
INVUE
09.2020 - 02.2022
CUSTOMER SUCCESS OPERATIONS ACCOUNT MANAGER
INVUE
11.2018 - 09.2020
CLIENT SUCCESS / IT SERVICE DELIVERY MANAGER
CURVATURE
03.2016 - 11.2018
CUSTOMER SATISFACTION MANAGER
SNAPAV
10.2013 - 01.2016
Education and Business
BROWARD COLLEGE