Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Victoria Stephens

COO
Wilmington,DE

Summary

Resourceful Chief Operations Officer, offering history of customer success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

28
28
years of professional experience

Work History

Senior Director, Customer Success

Pfizer
06.2013 - Current
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Oversee operational metrics for team
  • Work with the CEO in planning, directing, managing, and overseeing the agency’s administrative and programmatic operations
  • Collaboratively lead the agency’s efforts in the development, implementation, and evaluation of the strategic plan to drive the achievement of the organizational mission
  • As a member of the Executive Leadership Team, provide a united, visible, and strong leadership presence across the organization
  • Represent the organization externally with funders, community coalitions/committees, and in contract negotiations
  • Facilitate user training, clinical, and technical support services.
  • Ensure overall customer support excellence.
  • Spearhead customer success management.
  • Drive renewals, cross-sell, up-sell, uplift and term increase initiatives.
  • Promote customer advocacy.
  • Recruit experienced leaders for each functional role.
  • Attract high-potential individual contributors.
  • Develop a streamlined onboarding process.
  • Foster collaboration and a culture of continuous learning within the team.
  • Led teams of up to 100 personnel, supervising daily performance as well as training and improvement plans.
  • Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Asst Chief Operating Officer, Customer Success

Kimberly-Clark
06.2002 - 05.2013
  • Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
  • Refined organizational structure to consolidate, streamline, and delineate necessary functions.
  • Develop, implement, and maintain quality assurance and compliance protocols
  • Review and approve the development of all SOPS and safety procedures
  • Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity
  • Actively pursue strategic and operational objectives
  • Ensure operational activities remain on time and within a defined budget
  • Track staffing requirements, hiring new employees as needed
  • Use various forms of software to streamline productivity and create transparency
  • Defining, implementing, and revising operational policies and guidelines for the organization
  • Liaising with departmental heads to develop financial plans and ensure company-wide operational compliance
  • Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity
  • Developing and executing new growth directives
  • Actively pursue strategic and operational objectives
  • Manage and increase Company's revenue and gross profits by minimizing our cost of goods
  • Ensure operational activities remain on time and within a defined budget
  • Develop, implement, and maintain quality assurance protocols
  • Working with the human resources department
  • Overseeing client support services
  • Managing procurement and resource allocation
  • develop and implement staff evaluation parameter
  • Led operational oversight and budgetary supervision for 12 locations.
  • Developed and implemented recommendations for service improvement.
  • Evaluated product or service by analyzing and interpreting data and metrics.
  • Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
  • Represented organization at external meetings and events to promote and build relationships with key stakeholders.
  • Monitored and analyzed industry trends to identify opportunities for organizational growth and competitiveness.
  • Developed quarterly business plans to evaluate cost projections.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Senior Project Manager, Client Services

Bank Of America
08.1995 - 05.2002
    • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
    • Partnered with project team members to identify and quickly address problems.
    • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
    • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
    • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
    • Maintained schedules to meet key milestones at every project phase.
    • Communicated project plans and progress to key stakeholders and project contributors.
    • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
    • Established performance and service goals and held associates accountable for individual performance.
    • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
    • Performed duties and provided service in accordance with established operating procedures and company policies.
    • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
    • Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
    • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
    • Crafted and maintained project plans and schedules to meet organizational objectives.
    • Mentored departmental team, boosting efficiency, success and morale among employees.
    • Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
    • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
    • Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
    • Developed new employees and on-going performance assessment of current employees.
    • Monitored project progress, identified risks and implemented corrective measures to acquire success.
    • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.

Education

MBA - Business And Managerial Economics

Clark Atlanta University
Atlanta, GA
07.2003

Bachelor of Science - Computer And Information Systems Security

University of Michigan
Ann Arbor, MI
04.1989

Skills

  • Strategic leadership
  • Database development
  • Training and mentoring
  • Account updates
  • Financial administration
  • Team Building
  • Business Development
  • Strategic communications
  • Key accounts development
  • Client service optimization
  • Customer Relations
  • Brand enhancements
  • Expert knowledge of business
  • Critical thinking skills
  • Marketing skills
  • Sales skills
  • Interpersonal skills
  • Research and due diligence
  • Pipeline development

Timeline

Senior Director, Customer Success

Pfizer
06.2013 - Current

Asst Chief Operating Officer, Customer Success

Kimberly-Clark
06.2002 - 05.2013

Senior Project Manager, Client Services

Bank Of America
08.1995 - 05.2002

MBA - Business And Managerial Economics

Clark Atlanta University

Bachelor of Science - Computer And Information Systems Security

University of Michigan

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Victoria StephensCOO