Stacey Williams
Chesapeake,VA
Summary
Motivated performance and data-driven consultant with 8+ years of experience. Expert in creating strategic roadmaps to initiate and lead efforts to advance organizations insights and patterns while offering excellent analytical, critical thinking, and relationship building skills.
Overview
1
1
Certificate
Work History
Customer Relationship Manager II
UKG
Chesapeake , VA
2023 - 2023
- Managed high-volume SaaS portfolio of 60 Enterprise, Strategic, and Mid-market client-base consisting of $1.5M ARR / $25M annual revenue, among all levels of business complexity, geographical diversity, and industry verticals.
- Consulted with customers often to gain insight into their sentiment of our products, offerings, and how effectively their critical business needs are met.
- Hosted internal project check-in meetings to ensure projects were in line to meet deadlines set.
- Partnered cross functional teams such as project managers, senior leadership, strategic partners, and development on ways to enhance our products and support offerings.
- Generated weekly Salesforce case reports, analyzing product usage, trends in system downtime, and customer training opportunities, thereby increasing quarterly utilization by 35%.
- Established weekly, biweekly, monthly, and quarterly cadence for book of business to monitor account health, conduct business reviews, discuss open items, goals, challenges, support case analysis, and product offerings.
- Drove customer escalations to resolution by engaging directly with clients.
Customer Success Manager II
UKG
Chesapeake , VA
2022 - 2023
- Compiled customer feedback and created strategic roadmaps for cross-functional departments to improve product or service features.
- Conducted quarterly business reviews to review state of the company, product utilization, defect resolutions, product enhancements, goals achieved, and upcoming projects.
- Created reports outlining customer usage and retention metrics.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Initiated Strategic Engagement opportunities for existing customers to increase product usage.
- Liaised between Third Party Implementation Partners and Support Teams to resolve escalations to meet project timelines and deliverables for customers.
Customer Relationship Manager II
ADP
Norfolk, VA
2018 - 2022
- Utilized quantitative and qualitative research such as customer interviews and running reports to gain customers insight.
- Proactively monitored customer account health via ADP’s CRM tools for insight on customer feedback, trending issues, open items, and escalations.
- Produced strategic action plans for retaining customers.
- Generated reports on customer feedback and identified areas of improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Analyzed business performance data and forecasted business results for upper management.
Client Support Specialist
ADP
Norfolk, VA
2017 - 2018
- Created new quality assurance process and procedure guides for the Customer Support Service team based off customer feedback via qualitative research such as surveys.
- Analyzed the current processes and procedures for customers transitions and revised accordingly.
- Central Associate Leadership Council member that formulated strategic roadmaps that would benefit ADP’s revenue and associate growth.
- Reviewed payroll and financial reports for multiple organizations while providing impeccable customer service.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
Relationship Manager
Bank of America
Chesapeake, VA
2015 - 2017
- Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
- Collaborated with internal teams to develop strategies that would increase customer engagement levels.
- Developed strategies to attract new customers while retaining existing ones.
- Generated reports regarding customer interactions, performance metrics, revenue goals.
- Developed strategic plan for client relationships, proactively consulting with senior leaders and anticipating needs.
- Identified, researched, analyzed, and monitored financial bank records
- Evaluated customer feedback to identify areas of improvement in products or services offered.
Customer Service Support | Financial Analyst
Capital Group
Norfolk, VA
2015 - 2015
- Documented customer interactions in the company's CRM system.
- Identified customer needs and provided solutions in a timely manner.
- Promoted to the Redemptions Department after being in the entry level department for only 3 months.
- Had 100% accuracy on processing redemption requests sent in by clients and financial advisors.
Admissions Advisor
Centura College
Norfolk, VA
2014 - 2015
- Increased the number of recruits by 50% within one month by networking the ideas of my team and creating strategic action plans that consisted of qualitative and quantitative research, career events, and current student feedback.
- Worked with cross functional teams such as admissions and financial aid to revamp and implement the recruiting process based off my interviews with existing students.
- Advisor/Consultant to students on the best paths for their career goals.
- Analyzed weekly reports on enrollment numbers against the same time frame of the prior year.
- Conducted interviews with potential students, evaluated student qualifications and recommended admission decisions.
Merchandise Planner
Eurpac Warehouse Sales (Retail)
Va. Beach, VA
2012 - 2014
- Collaborated with cross-functional teams including buying, marketing, finance and visual merchandising to develop strategies that drive growth across all channels of distribution.
- Analyzed customer purchase patterns to identify opportunities for new products or services within existing categories.
- Forecasted for future merchandise purchases for 100 stores weekly based on historical buys, reoccurring buys and current inventory levels.
- Presented key item plans to senior leadership to support sales and merchandise goals.
- Tracked product and supply inventories and reported findings to supervisors.
- Analyzed weekly, monthly and seasonal sales trends to adjust product assortment, pricing strategies and promotional activities.
Education
Bachelor of Science - Training & Development | Marketing
Old Dominion University
Norfolk, VA05.2012
Skills
- Customer Success
- Data Analytics
- Merchandise Planning
- Category/Product Management
- Reports Generation
- Cross-Functional Communication
- Business Retention
- Problem-Solving
- Qualitative & Quantitative Research
- Strategic Planning
- Strong Conceptual Skills
- Effective Communication
- Risk Mitigation
- Project Management
- Process Improvement
- Customer Advocacy
- Critical Thinking
- Team Building
- Account Management
- Training and Mentoring
- Proficient in Microsoft Office
- CRM Software
- Customer Relationship Management
- Customer Needs Assessment
Timeline
Customer Relationship Manager II
UKG
2023 - 2023
Customer Success Manager II
UKG
2022 - 2023
Customer Relationship Manager II
ADP
2018 - 2022
Client Support Specialist
ADP
2017 - 2018
Relationship Manager
Bank of America
2015 - 2017
Customer Service Support | Financial Analyst
Capital Group
2015 - 2015
Admissions Advisor
Centura College
2014 - 2015
Merchandise Planner
Eurpac Warehouse Sales (Retail)
2012 - 2014
Bachelor of Science - Training & Development | Marketing
Old Dominion University
Websites
Accomplishments
- ADP Hello Gr8ness Winner Q4 FY ‘21
- ADP Sportsmanship Award August ’22
Affiliations
· ADP Hello Gr8ness Winner Q4 FY ‘21
· ADP Sportsmanship Award August ’22
Certification
- Business Analysis Foundations (2023)
- Digital Business Analysis (2023)
Training
- Customer Success Foundations (2022)
- Customer Success Fundamentals (2022)
- ADP Emerging Leaders Program (2022)
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