Ronda Hannon
Addison,Il
Summary
Motivated customer relationship professional with 20+ years of experience leveraging support programs to increase customer satisfaction and annual revenues. Skilled in strategic planning, team leadership, and operational management. Utilizes comprehensive business acumen to drive efficiency and innovation. Proven track record of fostering collaborative environments and consistently achieving high-impact results.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr. Manager, CX & Professional Services
FP Mailing Solutions North America
07.2016 - Current
- Oversee all customer-centric processes (pre-sales & post-sales) including Order Entry, Call Center Management, Dealership Support, Vendor Support, End User Support, and paid onsite/remote Professional Services
- Responsible for the successful operation of our North American Call Center which takes over 100,000 calls annually
- Successful facilitation of 10-20K support calls, 50K emails, chat, case management per month
- Oversee and manage a team of individuals who are dedicated to the accurate and timely processing of all Rental, Sales, & Service orders
- 15K online web/portal orders & 20K direct order submissions via email (less than 1% error rate)
- Directly responsible for over 30 regional call center and specialized technical support representatives, 2 Supervisors, 2 Regional Team Leaders
- Adherence to all ISO 9001 quality program & USPS Federal requirements
- Business & Product Development of all Digital Product & IOT platforms
- Creation and implementation of the first cross matrix management style support system designed to elevate the customer experience
- Increased consumable sales by 1.4 million dollars annually through call center interactions
- Implementation of Professional Services Team designed to drive revenue (420K annually) through additional pre and post sales activities for both digital solutions and physical product offerings
- Global ERP/CRM Development & Implementation Project
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Mentored junior staff members for skill development and career progression within the organization.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Coordinated cross-departmental projects to improve product delivery timelines, enhancing customer satisfaction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Manager, Government & Major Account Administration
FP Mailing Solutions USA
07.2015 - 07.2016
- Responsible for a specialized sales team of 6-10 representatives that focused on large commercial account acquisitions and government contracting such as GSA, WSCA, NASPO, etc
- Assist with RFQ process as needed
- Receipt, entry, and storage of all government bids, catalog awards, contracts and purchase orders
- Created customized Major Account programs for large corporate accounts and acted as the liaison between organizations
- Strong focus on new customer acquisition and current customer retention
- Ensure team & individual employee sales goals were met daily, weekly, monthly
- Employee onboarding, training and development
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
Supervisor, Government & Major Account Program
FP Mailing Solutions USA
05.2007 - 07.2015
- Responsible for keeping strong relationships with over 350 large commercial and government accounts both pre and post sales
- Strong focus on new customer acquisition and current customer retention
- Draft and redline of Master Supplier Agreements
- Assist with RFQ process as needed
- Receipt, entry, and storage of all government bids, catalog awards, contracts and purchase orders
- Created customized Major Account programs for large corporate accounts and acted as the liaison between organizations
- Ensure team sales goals were met monthly
- Administrative support for C level management (Director of Sales) including booking travel, attending trade shows, and drafting corporate communications
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
Specialist, Credit Operations
FP Mailing Solutions USA
03.1998 - 05.2007
- Responsible for keeping strong relationships with over 250 dealerships and vendors
- Strong focus on dealership credit lines and product inventory
- Point of contact for dealership owners when issues related to credit lines, commissions, payments, and billing were concerned
- Reviewed new dealership applications, D&B reports, and trade references
- Compiled commission reports and used data to report sales stats or performance reviews
- Developed the company's first billing department with SOP and documented Work Instructions
- Successfully created and executed a program designed to collect old debt (bringing in over a million dollars that would have been written off)
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Conducted in-depth market research for identifying new business opportunities.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Assisted in developing strategic plan that aligned with long-term company goals.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Effective Cross-Team Interaction
- Cross-functional team leadership
- Process improvement
- Training and development
- Project planning
- Decision-making
- Employee development
- Employee coaching and mentoring
- Customer relationship management
- Business analysis and reporting
- Managing operations and efficiency
- Team building
- Goal setting
- Task delegation
- Hiring and training
- Organizational skills
- Administration and reporting
- Attention to detail
- Excellent communication
- Multitasking
Certification
Successfully Managing People
Timeline
Sr. Manager, CX & Professional Services
FP Mailing Solutions North America
07.2016 - Current
Manager, Government & Major Account Administration
FP Mailing Solutions USA
07.2015 - 07.2016
Supervisor, Government & Major Account Program
FP Mailing Solutions USA
05.2007 - 07.2015
Specialist, Credit Operations
FP Mailing Solutions USA
03.1998 - 05.2007
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