Tiffany Smith
Customer Success & Nonprofit Management Leader
Chicago,IL
Summary
Dedicated, pragmatic, and collaborative leader skilled in steering the strategic direction of initiatives to successfully deliver business solutions while increasing revenue opportunities aligned with executing the organizational mission. 12+ years of experience building sustainable relationships with clients, developing and leading high-performing teams, fostering a culture of excellence that enables growth, and managing multiple projects to ensure deliverables are completed on time and within budget. Demonstrated success with developing action plans to resolve complex business issues and leveraging technology to maximize organizational efficiencies.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Associate Director
Neighborhood Strategies | Neighborhood Housing Services of Chicago
Chicago, IL
10.2018 - Current
- Defines data-informed strategies to create opportunities to connect community members to affordable homes, strengthen neighborhoods, and improve quality of life; Evangelizes the organization's vision of accessible homeownership to impact social change and create value
- Develops and implements long-range and short-term grant and fund development plans that support the goals, objectives, and priorities of the organization o Leveraged $600K+ in federal grants and $400K in CDFI lending to create 23 first-time homeowners and assist 3 existing homeowners earning under 120% of AMI o Impacted 74 homeowners leveraging $195K in mortgage assistance grants and 47 rental households administering $74K o Identified new opportunities to develop funding pipelines resulting in the receipt of a $900K grant from the state to support home repair grants for seniors o Partners with stakeholders to source and secure donors, partners, governmental funding sources, volunteers, and vendors; Successfully increased funding from one of the department's longest-held partners
- Conducts continuous analysis of market trends, unmet needs, and opportunities to increase value to community members;
- Implements learnings and monitors progress to ensure programmatic goals are met
- Analyzes data sets including savings rates, income, and household debt by race gender and age cohort to establish program needs, benchmarks, and parameters
- Spearheads initiatives for program implementation and establishes tools to ensure successful execution; Develops job aids, standard operating procedures (SOPs), and creates a framework to measure and report program outcomes
- Established a program and policy framework focused on increasing access to capital, improving property appraisal accuracy, and creative financing solutions for property rehabilitation to increase resale valuations in disinvested communities
Director
Alorica
Chicago, IL
12.2010 - 12.2017
- Directed the design and development of the client management strategy serving as a trusted thought leader to provide oversight of account operations, expand the business footprint, and increase revenue; Administered leadership to teams to increase collaborative effectiveness
- Built relationships with high-value clients across Media, Education, and Healthcare verticals; Influenced business decisions to improve client relationships and drove engagement to deliver consistent results
- Rebranded and marketed solutions to clients based on their individual business needs and goals by utilizing insights from program reviews and internal product knowledge to develop strategic recommendations
- Anticipated stakeholder needs to confidently develop and discuss potential solutions to business challenges; Optimized efficiencies to ensure sustainable growth and satisfaction
- Developed and implemented business continuity and contingency plans to deliver uninterrupted service during natural disasters
- Conducted root-cause analysis to identify underperforming business segments with annual losses; Leveraged data to modify budgets, and eliminate critical waste and low-value interactions resulting in overall performance improvements of 30% net profits
- Pioneered new products and solutions on behalf of the organization resulting in $1.5M in client savings and $13M in new revenue for the organization over a 4-year period
- Evaluated the department’s current budget and funding relationships to identify gaps and revenue opportunities; Executed priority deliverables resulting in $35M in annualized revenue
- Achieved an average savings of $250k by developing performance analysis matrices to expediently diagnose underperforming clients, identify pain points, operational deficiencies, and waste
Education
Bachelor of Science - Organizational Effectiveness
Northwestern University
Evanston, ILSkills
Technical SkillsMicrosoft Office Suite (Word, Excel, PowerPoint, Outlook), Salesforce, Google Suite, Jira, Tableau, Trello, Zoom, Slack, ServiceNow, WebEx
Strategic leadership
Key relationship management
Budgeting
Strategic planning
Consulting
Operations management
Business planning
Staff Management
Contract Management
Contract Negotiation
Negotiation
Financial Management
Project Management
Google Drive
Business Development
Volunteer Management
Campaign management
Fundraising
Strategic field outreach planning
Client needs assessments
Onsite facility tours
Analytical and Critical Thinking
Communications strategies
Outreach marketing
Proficient in Salesforce
Cultural Awareness
Decision-Making
Organization and Time Management
Active Listening
Teambuilding
Review of contracts
Business development and planning
Sales Reporting
Solution selling
Territory Management
Strategic account development
Account management
Extensive personal network
Sales presentations
Sales processes
Systems and software programs
B to B sales
Analytical problem solver
Coaching and mentoring
Call center operations
Customer management procedures knowledge
Sales and marketing
Documentation and reporting
Key stakeholder relationship building
Service standard compliance
CRM
Strategic sales knowledge
Quality assurance
Relationship building
Client account management
Effective leader
Improvement strategies
Tracking metrics
Writing white papers
Opinion editorials
Cost-benefit analysis
Policy compliance understanding
Policy Development
Affordable Housing Policy expertise
Strategic leadership
Certification
Relationship Management | Stakeholder Management | Program & Project Management | Executive Partnerships | BPO | Cross-functional
Quote
There are two types of people who will tell you that you cannot make a difference in this world: those who are afraid to try and those who are afraid you will succeed.
Ray Goforth
Timeline
Associate Director
Neighborhood Strategies | Neighborhood Housing Services of Chicago
10.2018 - Current
Director
Alorica
12.2010 - 12.2017
Bachelor of Science - Organizational Effectiveness
Northwestern University