Terrance J. Birdette

• Implement and develop strategic plans for effective account management including engagement, customer onboarding, adoption and retention strategies
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
• Oversaw the resolution of customer requests, collaborated with internal teams such as product, customer support, and development teams to ensure timely execution of requests
• Onboard all assigned accounts within SLA and high level of efficiency

Key Contributions

• Maintained 92% Adoption with Oxford, Irvine, Simon, & Madison Marquette Properties in my first two years
• Average CSAT Score of 87%
• Introduced implementation changes to the client onboarding process that increased customer satisfaction by 10%

• Evaluate supplier abilities and competitive positioning, utilizing industry cost models via freight and air, unit cost, quality improvement, and inventory reduction
• Negotiated cost service guarantees, developing win-win strategies that achieve and maintain sustainable relationships with suppliers and vendors
• Develop domestic and international sourcing and supplier selection strategies
• Establish purchasing policies and ensure compliance within the department

Key Contributions

• Gained 5% profit margin on PPE products during Covid-19 outbreak through implementation of various focused projects
• Improved supplier on-time delivery improvement in 90% of business deal by reducing purchase costs

• Managed $6M in recurring revenue and 250 enterprise, mid-market, and corporate customers within public and private sectors, including State and Local government entities, utility, transportation, and water authorities
• Responsible for building relationships with C-suite to ensure business transformation alignment of critical priorities
• Led a team of 5 to increase usage across multiple business verticals with a successful $2.5M contract proposal

Key Contributions

• Directed 35+ projects, providing SaaS and client-server implementations in 10+ locations
• Achieved and maintained an 80% client retention rate over 17 months
• Saved nearly $12M with the implementation of improvement opportunities and support for timeline management and on-time delivery

• Served as the dedicated point of contact between c-level executives and subject matter experts, providing upsell opportunities for all SLA accounts
• Liaise with billing department to confirm accurate invoicing
• Ensured clients are receiving ROI within their contract and can articulate what that value means
• Supported direct billing, FSA, and commuter benefits as the trusted courier service for financial movement

Key Contributions

• Responsible for retention and growth for over 50 accounts
• Led annual account reviews and performed year-end preparation, including management of $12k in past-due collections
• Created a cost savings of $65k for healthcare partners with the demonstration and enforcement of related best practices.

• Increased ticket revenue by $2k per game for men's basketball events through analysis of revenue trends and the development and launch of new pricing strategies
• Performed regular check-ins with fan experience team test lead-delivery, attribution, and ensure overall satisfaction
• Presented team and fan performance metrics and vendor contract details in QBR meetings

Key Contributions

• Raised $20k in 2 months and $4.5k for the Play 4 Kay Breast Cancer Awareness event with the launch of the First Annual LMU Athletics Raffle