Riley Strickland
Jacksonville,FL
Summary
Highly motivated leader successful at managing teams, building client relationships and delivering results. Recognized for performance excellence in operations, customer care and Sales performance.
Experience stepping into roles and quickly making positive changes to drive success. Focused on employee engagement and development.
My career has afforded me the opportunity to work in operations, facilities management, client relations/sales. I have the natural instincts and ability coupled with over 30 years of experience in leadership to be a successful leader at your company. I also have a long history in the community and great relationships to leverage from residing in Baker County for over 25 years.
Overview
32
32
years of professional experience
Work History
Manager Customer Success Programs Enterprise West
Iron Mountain Information Management
Jacksonville/Remote , FL
2022.08 - 2024.01
- Drove customer escalations to resolution by engaging directly with clients.
- Assisted sales team by providing technical expertise during the sales process.
- Coached team members on best practices for delivering exceptional customer experiences.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Oversaw key customer relationships to close strategic opportunities.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Defined and implemented staff compensation and incentive programs, motivating team to achieve targets.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Directed 14 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Negotiated short- and long-term contracts with sales associates, franchisees and customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Operations Supervisor
Iron Mountain Information Management
Gainesville , MI
2015.01 - 2022.07
- Recruited, interviewed and selected employees to fill vacant roles.
- Ensured compliance with all safety regulations in the workplace.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Directed employees on how to use equipment properly and safely.
- Prepared reports on operational performance metrics and presented them to management team.
- Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Developed strong relationships with customers through excellent customer service practices.
- Performed periodic audits of operational processes in order to identify potential risks or areas of improvement.
Account Executive
Iron Mountain Information Management
Jacksonville , FL
2004.07 - 2014.12
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Attended networking events to build relationships with potential customers.
- Managed accounts by providing ongoing technical support after the sale was completed.
- Developed and implemented a comprehensive sales plan to increase revenue in assigned territory.
- Developed pricing strategies tailored to individual clients based on their unique needs.
- Maintained accurate records of all sales activities using CRM software systems.
- Developed sales pipeline by cold-calling, canvassing and obtaining referrals.
- Prepared sales presentations or proposals to explain product specifications or applications.
- Collaborated with cross-functional teams such as finance, operations, legal, and marketing to identify new opportunities for growth.
- Revived dormant accounts by re-establishing relationships with key decision-makers.
- Increased profitability within accounts by cross-selling additional products.
- Negotiated contracts with clients to ensure profitable outcomes for the company.
Transportation/Operations Supervisorrvisor
Iron Mountain Records Management
Jacksonville/Gainesville , FL
1993.11 - 2004.07
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted employee observations and documented findings.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Planned delivery routing, team workflows and promotional initiatives.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Monitored progress by establishing plans, budgets and measuring results.
- Supported accident investigations and prepared related paperwork.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Formed and sustained strategic relationships with clients.
- Measured and reviewed performance via KPIs and metrics.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Kept transportation operations in compliance with company, legal and safety requirements.
- Managed team of drivers to ensure timely delivery of goods while adhering to applicable laws and regulations.
- Reported maintenance and repair needs for transportation vehicles and equipment.
Electrical Helper
Adkins Electric Llc
Jacksonville , FL
1991.11 - 1993.10
- Measured and prepared supplies for electrical tasks.
- Installed conduit pipes for new wiring systems.
- Read blueprints or technical diagrams for installation purposes.
- Identified and located required tools prior to starting each project.
- Organized materials, tools, and supplies used during jobsite tasks.
Education
High School Diploma -
Baldwin Jr/Sr Highschool
Baldwin, Fl1991-06
General Academics
Florida Community College Jacksonville
Jacksonville, FLSkills
- Client Relations
- Strategic Planning
- Customer Account Management
- Revenue Growth
- Pipeline Development
- CRM Software
- Customer Retention
- Customer Service
- Business Development
- Training and Mentoring
- Account Management
- Strategic Communications
- Schedule Management
- Customer Relations
- Proficient in Microsoft
- Proficient in GSuite
References
References available upon request.
Timeline
Manager Customer Success Programs Enterprise West
Iron Mountain Information Management
2022.08 - 2024.01
Operations Supervisor
Iron Mountain Information Management
2015.01 - 2022.07
Account Executive
Iron Mountain Information Management
2004.07 - 2014.12
Transportation/Operations Supervisorrvisor
Iron Mountain Records Management
1993.11 - 2004.07
Electrical Helper
Adkins Electric Llc
1991.11 - 1993.10
High School Diploma -
Baldwin Jr/Sr Highschool
General Academics
Florida Community College Jacksonville
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