Teena Rainey

• Developed and maintained comprehensive departmental procedures and work instructions
• Enhanced Salesforce processes for case management and reporting, boosting operational efficiency
• Represented and informed department in project teams, ensuring alignment with organizational goals
• Boosted customer satisfaction by refining support processes and enhancing Salesforce usability
• Streamlined Team workflows, cutting resolution times by 30%
• Implemented a new customer feedback system to enhance service delivery and customer engagement
• Analyzed and reported on key performance metrics to senior management.
• Trained 20+ team members to improve team success
• Audited and updated 100+ process documents to ensure accuracy and deliverability
• Led a cross-department intuitive to integrate AI into customer interactions for self-service processing.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

• Directed Executive Care Escalations Team, ensuring high-level support
• Oversaw Operations Manager and streamlined company processes
• Implemented multiple tools within Salesforce, enhancing operational efficiency
• Mentored diverse teams, fostering positive and productive work environment
• Boosted efficiency by integrating key software like DocuSign and SalesLoft into Salesforce
• Revolutionized process documentation, enhancing department functionality and compliance
• Oversaw precise data migrations, ensuring data integrity and accuracy in system transition
• Cultivated diverse teams, fostering collaboration and inclusive work environment
• Applied Six Sigma methodologies to refine processes, elevating operational standards
• Led high-stakes system upgrades, achieving 20% increase in productivity time.
• Developed strategic plans for business growth, enabling company to expand its market share and increase revenue.

• Oversaw multiple high-performing teams, ensuring million-dollar dealer client support
• Implemented and maintained departmental processes, procedures, and work instructions
• Boosted call quality assurance score to 98% through positive reinforcement coaching
• Managed Project Coordinators, ensuring effective new employee onboarding, training
• Boosted team productivity by streamlining processes, achieving top-tier call quality scores
• Analyzed call center data to optimize client support, enhancing project delivery accuracy
• Enhanced team capabilities by implementing comprehensive onboarding and training delivery
• Pioneered documentation standards that improved operation efficiency across cross-functional departments
• Fostered a cooperative team environment that significantly raised project success rates.
• Established strong relationships with clients, andstakeholders, ensuring long-term partnerships and repeat business.
• Provided strong leadership to enhance team productivity and morale.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.

• Spearheaded creation of departmental processes and procedures
• Led and mentored domestic and international Service Delivery teams
• Successfully localized U.S processes for international application
• Earned Promotion to Program SME
• Elevated U.S service delivery models for global application, enhancing customer interactions
• Synthesized complex data to refine system requirements, ensuring IT solutions align with business goals
• Mentored international teams, boosting productivity and skill development across all functions
• Led transition from waterfall to agile methodologies, significantly improving project agility and stakeholder satisfaction.

• Implemented department processes and procedures including hiring, training, leading and mentoring domestic and international Service Delivery Teams
• Successfully localized U.S
• Processes for international application
• Designed, Implemented maintained all department processes, procedural work instruction documentation
• This included company's corporate Quality Service Program (QSP)
• Used positive reinforcement coaching to maintain call quality assurance scores of 85% with increases of 2% per quarter
• Provided 100% team support 24/7 for Domestic and International teams
• Led and participated in project teams to ensure that support of each Department and/or Organization was represented and informed appropriately
• Ability to identify areas of opportunity, resent knowledgeable solutions, effectively plan and execute intensive projects under extreme time constraints
• Analyze contact center data to spot trends and improve service delivery strategies
• Ensured 24/7 support for teams, enhancing global service responsiveness
• Transformed U.S service processes for global markets, enhancing international operations
• Crafted comprehensive training materials that streamlined team member onboarding.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

Led Dealer Support team, enhancing team efficiency by 30%

• Implemented new support strategies that decreased customer issues by 25%
• Oversaw meticulous data analysis to improve service quality to dealers
• Enhanced team skills through targeted training, boosting team performance and dealer satisfaction
• Streamlined support processes, cutting resolution time by 20%
• Spearheaded an 18% increase in dealer satisfaction through a proactive support model and dealer onsite training.

• Navigated corporate liaison responsibilities for major clients, ensuring their goals were met as per contract guidelines
• Managed P&L for key corporate clients, along with their energy cost portfolios
• Oversaw team of 18-20 Client Relations Managers, fostering high-performance environment
• Boosted company sales by 33% through strategic implementation of Microsoft Dynamics
• Streamlined operations, reducing overhead costs by 15% through effective management
• Refined contract processes, enhancing compliance and reducing disputes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.