Trish Willis
Orlando,FL
Summary
Project Manager versed in all aspects of project and personnel management. Results-oriented and high-energy professional with talent for leading by example and inspiring peak performance. Dedicated to fostering strong effective team relationships.
Overview
11
11
years of professional experience
3
3
Certification
Work History
Project Manager
HSP Group
02.2023 - Current
- Conduct training sessions and workshops to educate employees on CRM and customer onboarding best practices and procedures
- Gather and analyze client feedback on CRM functionality and customer onboarding experiences to identify areas for improvement and implement enhancements
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Monitor key performance indicators (KPIs) related to CRM usage, customer onboarding success rates, and employee training effectiveness, and provide regular reports to management.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Developed and maintained project plans, timelines, and budgets.
- Managed multiple projects with competing deadlines simultaneously.
Customer Success, Project Manager
Cvent (Event Management Software)
01.2022 - 03.2023
- Developed KPIs and data metrics to gain comprehensive insights into the customer journey from onboarding to post-renewal
- Analyzed outcomes to guide strategic decision-making
- Successfully integrated in-app messaging and surveys across various applications, resulting in a significant 15% boost in software adoption and a notable decrease in support tickets
- Oversaw multiple operational projects and directed teams to streamline processes and documentation for the customer journey
- Spearheaded the redesign of Gainsight and Salesforce interfaces to enhance ARR and prevent churn.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
CSM/ CS Project Manager
nOps (AWS Compliance Software)
12.2019 - 12.2021
- Demonstrated exceptional presentation skills in sales, onboarding, and strategic business markets, effectively engaging diverse audiences and conveying key messages
- Orchestrated customer onboarding plans, ensuring seamless transitions and maximizing client satisfaction
- Implemented robust client escalation processes and Service Level Agreements (SLAs) for customer success, maintaining high levels of satisfaction
- Fostered collaboration with global departments, contributing to product awareness and identifying market trends
- Introduced metrics for product usage, adoption, and customer success, enabling data-driven decision-making
- Managed a portfolio of partner accounts, establishing strong relationships and driving revenue growth.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
Sr.Success Specialist
MINDBODY (Health, Wellness, and Beauty Software)
01.2017 - 09.2019
- Managed and implemented customer projects in different business markets
- Provided tailored recommendations for site setup based on customer business models
- Addressed complex customer issues with critical thinking skills
- Offered post-sale technical support services for customer satisfaction
- Managed pipeline and forecasted business monthly and quarterly
- Provided tailored business solutions through proactive pitching and consulting
- Demonstrated software, products, and partner solutions to assist clients
- Collaborated with onboarding team for seamless client onboarding
- Communicated with prospects via calls, emails, texts, and social media.
Sales Specialist
MINDBODY
11.2012 - 01.2017
- Provided tailored recommendations for site setup based on customer business models
- Offered post-sale technical support services for customer satisfaction
- Managed pipeline and forecasted business monthly and quarterly
- Demonstrated software, products, and partner solutions to assist clients
- Collaborated with onboarding team for seamless client onboarding
Education
B.S. Business Management -
DeVry University
01.2011
Skills
- Project Planning
- Work Flow Planning
- Systems Implementation
- Procedure Development
- Technical Support
- Resource Allocation
- Document Management
- Data Analysis
Certification
- Gainsight University Associate Administrator (Level 1)
- WalkMe Digital Adoption Technical Training
- Monday.com API Certification
Timeline
Project Manager
HSP Group
02.2023 - Current
Customer Success, Project Manager
Cvent (Event Management Software)
01.2022 - 03.2023
CSM/ CS Project Manager
nOps (AWS Compliance Software)
12.2019 - 12.2021
Sr.Success Specialist
MINDBODY (Health, Wellness, and Beauty Software)
01.2017 - 09.2019
Sales Specialist
MINDBODY
11.2012 - 01.2017
B.S. Business Management -
DeVry University
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