Saundra Kinney
Arlington
Summary
An exceptional leader and client advocate who regularly exceeds goals. Specializing in successful customer retention with a passion for building and maintaining client relationships and coaching teams. Track record of leading cross-functional teams, effectively manage multimillion-dollar portfolios and successfully execute infrastructure projects.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Managing Partner/CEO
Born2Truck, LLC.
01.2021 - Current
- Manage all aspects of a successful trucking business, including operations, finance, and personnel, ensuring efficient and profitable operations.
- Developed and implemented a comprehensive safety program that resulted in a 15% reduction in accidents and improved overall safety compliance.
- Built and maintained strong relationships with key clients, resulting in a 20% increase in repeat business.
- Oversaw a fleet of [Number] trucks, managing all aspects of maintenance, repairs, and fuel efficiency.
- Developed and implemented a route optimization plan that reduced fuel consumption by 10% and increased delivery efficiency.
Client Services Director/ Customer Success Manager
Nexidia Inc.- NICE Limited
01.2015 - 01.2021
- Drive growth by identifying usage trends and working collaboratively toward each customer’s desired outcome.
- Worked with colleagues on the development and implementation of and maintenance of customer-first culture.
- Strategic advocate for customers, helping them realize the value of their investment, ensuring a successful experience.
- Build and maintained strong, lasting relationships with new and existing accounts.
- Engaged with accounts through every stage of their cycle (onboarding, execution, reviews).
Global Senior Quality Assurance Manager
Sykes Enterprises
01.2012 - 01.2014
- Directed change management about schedules, costs, and resources.
- Promoted high-performance philosophy by setting clear expectations for six managers and 178 employees.
- Held full accountability for on-shore and off-shore budgets, spearheaded revenue strategies, and robustly managed and planned operations while actively maximizing quality, profitability, productivity, and EAP.
- Orchestrated change management, project management, continuous quality, and process improvement measures using Six Sigma processes, resulting in >$2M revenue increase.
Global Client Services Manager
Capgemini Consulting
01.2006 - 01.2012
- Planned projects, regular reporting, established meetings and communication.
- Identified and mitigated risks
- Resource Management
- Mentored over 300 employees on project teams.
Director of Business Development
Stream International
01.1998 - 01.2004
- Employed innate talent to work within multiple international organizations.
- Garnered 12 months of global business expertise working in India and Canada.
- Managed 650 international employees, and overseeing a $20M budget.
Senior Service Delivery Manager
Stream International
01.1997 - 01.1998
- Held full accountability for $20M annual site revenue
- Resource and performance manager for 600 employees.
- Filled "Acting Site Director - Canada" role for three months in Canada during new contract center opening.
Education
Bachelor of Science -
University of Texas-Arlington
Arlington, Texas01.1992
Skills
- Portfolio Management
- Automation & Process Optimization
- Strategic Planning
- Client Relationship Management
- Mentoring, Training & Development
- Risk Management & Quality Assurance
- Project Management & Delivery
- Cross-functional Team Leadership
- New Policy Development
- New Business Development
- Capital Structure Analysis
- Six Sigma Strategies
- Customer Retention
- Customer Acquisition
- Compliance
Certification
- Six Sigma Black Belt, 2008
- Project Management Training, 2007
- 7 Habits of Highly Effective People, Franklin Covey
- Six Thinking Hats, The de Bono Group
- ITIL Process
- Negotiating Skills
- Mastering Meetings
Accomplishments
- Achieved 10% improvement in Customer Sentiment and loyalty
- 10% increase in Customer Self Service
- 5% Churn rate improvement resulting in increased revenue
- Directed improvement in FCR resolution
- Call reduction with continual process improvement
- 12% improvement in Sales (Cross-Sells and Upsell)
Timeline
Managing Partner/CEO
Born2Truck, LLC.
01.2021 - Current
Client Services Director/ Customer Success Manager
Nexidia Inc.- NICE Limited
01.2015 - 01.2021
Global Senior Quality Assurance Manager
Sykes Enterprises
01.2012 - 01.2014
Global Client Services Manager
Capgemini Consulting
01.2006 - 01.2012
Director of Business Development
Stream International
01.1998 - 01.2004
Senior Service Delivery Manager
Stream International
01.1997 - 01.1998
Bachelor of Science -
University of Texas-Arlington
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