Serena Corby
Business/Project Manager
Wilmington,NC
Summary
Highly accomplished and dedicated business/project manager with 20+ years of experience in customer relations, new account development, and operations management. Proficient in business cost analysis, project management, and sales. Adept at leading high-performing teams to maximize business potential.
Highly skilled customer service professional who helps develop companies to become more customer focused. Understanding the customers needs, providing quality products/services, and maintaining honesty and transparency with personalization. Strategic thinker, leadership coach and motivator, who can maximize business potential and promote a community of learning. Career history of skillfully handling business in both the customer relationship space, account management and business/project management while surpassing sales goals, and boosting revenues. Proficient in Salesforce, Microsoft Word, Excel, PowerPoint, Asset, Aspire, and Microsoft and Microsoft Teams. Talented professional considered knowledgeable leader and dedicated problem solver. Detailed with experience in coordinating projects, programs and improvements.
Overview
22
22
years of professional experience
Work History
Business/Project Manager
Harrelson Mechanicl Contractors, LLC
04.2024 - Current
- Member of Project Management Team
- Worked with field supervisors, general contractors, and other trades before and during job completion
- Review plans and specs, and conducted submittals for each project, submitted RFI's and change orders when needed for project
- Wrote and approved purchase buyouts for projects at the beginning of each project with estimators
- Schedule field work/crews and conducted 3 week look ahead on project deadlines
- Review and approve monthly billings, conducted cost comparisons throughout project to keep man hours inline with estimated bid hours
- Weekly Site visits to projects and weekly general contractors meetings to enhance relationship with crews, foremen, other trades
- Worked closely with owner of company to learn more of the day -to- day business, operations, and business development.
- Collaborated closely with senior leadership enabling informed decision-making backed up by accurate project data and insights.
- Introduced innovative tools and techniques to streamline project execution while reducing overhead costs significantly.
- Implemented change management strategies, minimizing disruptions to ongoing operations while maintaining productivity levels.
Director of Client Satisfaction
Kingstowne Lawn & Landscape, LLC
01.2019 - 04.2024
- Member of Senior Leadership team for $12M+ Lawn & Landscape Company
- Manage day to day operations, client care team, contract specialists, and office manager
- Excelling in the whole customer experience, while executing experience and strategies that have lead to enormous growth, and loyalty of customer base
- Highly skilled in integrating the customer experience in an organization with higher customer engagement, reducing churn, increasing revenue, and aiding in overall greater employee satisfaction
- Created customer experience vision for the company, aiding in critical goals and road mapping to excel and grow brand within the D.C Metro Market
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Identified critical customer views of interactions through-out multi-channel touch points, mapped to capture the whole customer experience and improve the lives of our customers
- Created a customer first culture that has positioned the company for greater long term growth and success
- Delivering a brand promise of "The Royal Treatment", and greater customer experience as a whole.
Senior Area Account/Territory Sales Manager
Safelite Auto Glass
01.2015 - 01.2019
- Appointed as key member of senior leadership team for DC Metro market comprised of operations, quality control and warehousing
- Drove sales through mentoring and coaching 5 team members in achieving organic growth by forming strategic business alliances with insurance, commercial, and government clients
- Served as RFP coordinator, nurturing client relationships with Federal, state and local glass accounts
- Presided over one of Safelite’s largest regions, performing full sales cycle duties and consistently increasing annual sales year after year since hired into role
- Achieved $10M book of business after 1 year of assembling new 5-person sales team from scratch
- Exceeded sales quotas for 24 consecutive months
- Entire team ranked among top 25 area sales managers in company
- Grew revenue $1M+ over 3 years through creative business expansion and relationship building
- Formalized and conducted 1-day training to all new technicians every 6 weeks; taught strategies how to serve customers, delight them, and build the Safelite brand
- Accredited Continuing Education instructor certified in all 50 states for the insurance industry.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Increased sales revenue by developing and implementing strategic territory plans.
- Analyzed sales data to identify opportunities for improvement and implemented targeted action plans accordingly.
- Monitored competitor activities within the territory, adjusting sales strategies as needed to maintain a competitive edge.
- Motivated and mentored sales employees to enhance presentation, negotiation and customer relations abilities.
- Maintained a deep understanding of industry trends, enabling informed decisions on sales strategies and product offerings.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Communicated regularly with territory, regional, and strategic managers for daily support and strategic planning for accounts.
Area Sales Manager
Safelite Auto Glass
01.2008 - 01.2015
Independent Consultant
Tastefully Simple
01.2003 - 01.2012
Operations and Sales Manager
Hawthorne Fine Pastry
01.2006 - 01.2008
Education
Bachelor of Science - Sociology/Social Work
Jacksonville University
Jacksonville, FL04.1994
Customer Experience Certificate - Professional & Continuing Studies
University of Richmond, School of Professional & Continuing Studies
Richmond, VA07.2020
Skills
- Business to Business
- Business Analysis
- Project tracking
- Processes and procedures
- Relationship Building
- New Account Development
- Territory Expansion
- Customer Relations
- Presentations & Proposals
- Sales /Operations
- Key Account Generation
- Operations Management
- Training & Development
- Team Leadership
- Project Management
Affiliations
- National Association of Landscape Professionals
- Alexandria Chamber of Commerce
- Alpha Epsilon Phi Alumni Association Member
- Capital Area Food Bank Volunteer; Washington, D.C. (Corporate sponsor raising 210K+ in past 3 years)
Professional Development
- Virginia State Council Committee Region II Insurance, 05/2016
- Lifestyles in Learning Behavior Management Program, 02/2012
- University of Richmond Customer Experience Advisory Board, 02/2021
Timeline
Business/Project Manager
Harrelson Mechanicl Contractors, LLC
04.2024 - Current
Director of Client Satisfaction
Kingstowne Lawn & Landscape, LLC
01.2019 - 04.2024
Senior Area Account/Territory Sales Manager
Safelite Auto Glass
01.2015 - 01.2019
Area Sales Manager
Safelite Auto Glass
01.2008 - 01.2015
Operations and Sales Manager
Hawthorne Fine Pastry
01.2006 - 01.2008
Independent Consultant
Tastefully Simple
01.2003 - 01.2012
Bachelor of Science - Sociology/Social Work
Jacksonville University
Customer Experience Certificate - Professional & Continuing Studies
University of Richmond, School of Professional & Continuing Studies
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