Vidhya Kannan
Louisville,KY
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
21
21
years of professional experience
Work History
Client Advocacy Manager
GlowTouch
Louisville, KY
01.2021 - Current
- Identified new business opportunities through research and analysis of client needs.
- Established and fostered strong client relationships resulting in high customer satisfaction.
- Offered timely solutions to intricate problems faced by customers and internal teams.
- Utilized customer feedback to identify and implement improvements in service quality.
- Facilitated ongoing discussions with clients to address their needs through accurate reporting and execution of improvement measures
- Evaluated customer satisfaction levels through the examination of survey data and other sources.
- Collaborated with stakeholders from various departments to ensure the delivery of high-quality customer service.
- Advised senior management on best practices related to client relationship management.
- Implemented initiatives designed to improve operational efficiency within the team.
- Served as an escalation point for unresolved customer issues or disputes.
- Conducted periodic reviews of client accounts for billing accuracy and compliance purposes.
- Generated monthly performance reports on key metrics such as sales volume, revenue growth.
- Enhanced customer satisfaction by diligently understanding individual needs and delivering relevant recommendations.
- Established profitable relationships with clients through effective problem-solving, issue resolution, and proactive product/service recommendations.
- Satisfactorily handled customer complaints in a timely manner, resulting in improved overall experience.
- Stayed informed about competitor options for showcasing unique value proposition.
- Delivered exceptional customer service, fostering loyal relationships and paving the way for future business prospects.
- Successfully managed a portfolio of accounts, consistently achieving or surpassing retention and growth targets.
- Managed communication adeptly even under challenging scenarios, leading to the creation of satisfied company advocates
- Successfully executed various tasks and undertook additional assignments as required.
Project Implementation Manager
GlowTouch
Louisville , KY
01.2021 - Current
- Developed project plans and timelines for each implementation process, tracking progress against these plans to ensure completion on schedule.
- Provided regular updates to stakeholders regarding project status and progress towards objectives.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
- Maintained comprehensive records of all activities related to system implementations.
- Reviewed customer specifications carefully before beginning any project work in order to avoid misunderstandings or delays later.
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
- Provided ongoing support after an implementation is completed by responding promptly to customer inquiries or requests for assistance.
- Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.
- Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements, and timeframe estimates.
- Defined communication and monitoring policies and worked collaboratively to publish status reports and stakeholder updates.
- Met with stakeholders to collaborate and resolve problems.
General Manager
IHG Hotels & Resorts/ Choice Hotels International
Louisville, KY
06.2003 - 12.2020
- Coordinated and oversaw hotel's daily operations, ensuring adherence to policies and procedures.
- Formulated cost management and revenue generation strategies to boost profitability.
- Analyzed financial statements and reports for effective comparison of operational performance with established budget objectives.
- Devised and executed comprehensive marketing plans for improved visibility of the hotel's brand in local markets.
- Performed administrative tasks including payroll processing and updating employee records.
- Aligned budgeting approach along with efficient expenditures management that led to successful operations attainment of sales goals through improved profit margins.
- Implemented effective turnover reduction and retention tactics to enhance workplace atmosphere and elevate staff satisfaction and organizational results.
- Prepared yearly budgets and managed tax responsibilities.
Education
Bachelor of Arts - Corporate Secretaryship
University of Madras
05-2003
Skills
- Strategic Thinking
- Vendor Relationship Management
- Conflict Management
- Customer Relationship Management
- Account Services
- Schedule Management
- Business Development
- Budget Tracking
- Quality Assurance
- Cross-Functional Communication
Timeline
Client Advocacy Manager
GlowTouch
01.2021 - Current
Project Implementation Manager
GlowTouch
01.2021 - Current
General Manager
IHG Hotels & Resorts/ Choice Hotels International
06.2003 - 12.2020
Bachelor of Arts - Corporate Secretaryship
University of Madras
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