Summer Toms

• Lead and manage project teams in planning, executing, and delivering client projects in various industries
• Develop and maintain project plans, schedules, and resource allocation to ensure successful project execution, resulting in 100% client satisfaction rate
• Conduct regular project status meetings, providing updates to stakeholders and identifying and mitigating potential risks and issues
• Collaborate with cross-functional teams, including consultants, analysts, and technical experts, to ensure project deliverables align with client objectives

Projects

• Pacific Beach Coalition: develop business operations to ensure easy transfer of how the nonprofit runs if anyone were to join or take over operations.
• Electronic Health Records (EHR) Implementation, GHI Healthcare estimated to increase employee and customer satisfaction by 20%

• Strategically drove adoption and maintained relationships with 30+ enterprise accounts
• Fostered strong relationships with clients, ensuring their needs were understood and incorporated into project plans, resulting in Net Promoter Score of 95%
• Presented quarterly business reviews and conducted training sessions to educate clients on new features and best practices, resulting in increased product adoption
• Collaborate cross-functionally with engineering, product development, sales, and support teams to address customer needs and provide timely solutions

Initiatives

• StudentUniverse Sweepstakes - collaboratively worked with internal and external stakeholders to increase customer engagement and brand awareness by 10%
• Conducted A/B testing of different referral incentives and messaging strategies, leading to 15% increase in referral conversion rates
• Led a team of marketing specialists, designers, and developers in creating compelling referral program materials, including email templates and landing pages, resulting in 30% increase in referral engagement

• Led and empowered high-performing team of 11 member success advocates
• Successfully trained and onboarded new team members, ensuring they met and maintained performance standards, resulting in 90% contract conversion rate
• Assisted in administrative tasks, including scheduling and generating reports
• Created initiatives and defined metrics to improve customer and team member experience gaps, resulting in measurable 20% improvement in satisfaction scores
• Worked cross functionally with development and product teams to implement product and tool changes

Initiatives

• Knowledge and Support - reduced number of questions asked by 30% and increased productivity by 9% implemented by a policy and procedure change that empowered the team to become more self reliant
• Live chat - Focused on helping members find the right therapist. Results: Increased retention by 10%, enhanced member experience, 100% great ratings, reduced amount of emails sent to support by 8%
• Refund tool - Increased productivity by 3% as team members no longer had to manually calculate refund amounts.

• Consistently reached and exceeded target of 180 tickets daily
• Identified, researched, and resolved customer issues by effectively communicating with team members and utilizing computer tools
• Assisted and accurately answered teammates questions as product expert
• Highest number of replies to members in 2020 at 45,000 replies while maintaining 95% quality score

• Collaborated closely with a team of over 10 colleagues daily
• Managed thousands of orders diligently through SAP system
• Prevented company losses using awareness, attention to detail and integrity