VIVIAN HOLMES
Thousand Oaks,CA
Summary
Performance-oriented Customer Service Leader offering exceptional record of achievement over 30 year career. Driving meaningful results through business insight, strategic planning, and relationship management serving as an invaluable partner, exceptional ability to conceptualize, develop and enact effective solutions to meet unique needs of clients, leading to increased satisfaction and additional revenue, 95%+ client retention, 10%+ growth.
Dedicated and passionate with strong organizational skills, extremely dependable, successful at managing multiple priorities with a positive attitude, willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
41
41
years of professional experience
Work History
INTELLACAR
A SAAS COMPANY
01.2008 - 05.2022
- 15 year record of success and achievement is marked by series of promotions to positions of increased influence, authority, and accountability
- Ultimately responsible for 100+ automotive dealer and 15+ partner/vendor relationships
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Work well in team setting, providing support and guidance
- Work effectively in fast-paced environments
- Manage time efficiently in order to complete all tasks within deadlines
- Demonstrate respect, friendliness and willingness to help wherever needed
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Proved successful working within tight deadlines and fast-paced environment
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Use critical thinking to break down problems, evaluate solutions and make decisions
- Pay attention to detail while completing assignments
- Identify issues, analyze information and provide solutions to problems
- Participate in team projects, demonstrating ability to work collaboratively and effectively
- Cultivated interpersonal skills by building positive relationships with others
VP of Sales Operations & Client Services
IntellaCar
01.2021 - 05.2022
- Management & Sales Operations
- Perform critical role of driving revenue, with focus on onboarding and managing relationships with book of business of more than 100 client dealerships, $300,000+ in monthly revenue, $4M in annual revenue
- Serve as mentor and advisor to 10-person team as well as hundreds of sales professionals across automotive dealerships
- Effectively manage team of direct reports, with accountability for hiring, terminations, and payroll
- Establish lead role as primary point of contact for clients, addressing and resolving product issues while collecting Voice of Customer to influence development of new products and features
- Implement formal frameworks for client onboarding and internal team communications
- Mentor local personnel on best practices and protocols to maximize productivity
- Coordinate meetings and logistics for national sales meetings and direct and supervise 10 member team
- Collaborate with CEO to implement continuous improvements and exceed team goals
- Resolve problems with high-profile customers to maintain relationships and increase retention
- Implement systems and procedures to increase sales
- Liaise with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Direct sales support staff in administrative tasks to help sales reps close deals
- Enhance profitability by developing pipelines utilizing marketing and sales strategies
Senior Director of Client Services
IntellaCar
01.2016 - 12.2020
- Manage team of 10, providing ongoing training and support to continuously improve team performance
- Provide guidance and direction to performance coaches and account management teams to ensure their success
- Manage relationships with network of 15+ partner/vendor
- Advise 200+ automotive dealership management and sales teams to enable them to communicate value proposition of company’s products to customers
- On-site visits every 3 months to all dealership clients for operational consultation and sales training
- Collaborated with 6 cross-functional teams for smooth running of customer service operations
- Resolve escalated client issues leading to increased customer satisfaction
- Coordinate account management team projects achieving successful on-time completion
- Create and maintain customer service policies and procedures, contributing to improved client retention
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention
- Built strong relationships with field operations team to support business development opportunities and improve service
- Host forums for current and prospective customers to share concerns, thoughts and ideas
- Manage customer service effectiveness by monitoring performance and assessing metrics
- Employ comprehensive benchmarks to establish and monitor customer service standards
- Improve customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Resolve issues through active listening and open-ended questioning
- Coordinate individual duties after careful evaluation of each employee's skill level and knowledge
Director of Account Management/Administrator
Hughes Hunter / IntellaCar
01.2008 - 12.2015
- Rapidly promoted from initial role of Administrator to Director of Account Management, with authority over Account Management team and all facets of client relationship management
- Create customer support strategies to increase customer retention
- Deliver exceptional customer service to over 100 automotive dealerships by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Develop highly empathetic client relationships and earned reputation for exceeding service standard goals
- Investigate and resolve customer inquiries and issues quickly
- Follow up with customers about resolved issues to maintain high standards of customer service
- Develop and maintain reports to monitor all aspects of sales and account management
- Create job estimates for sales team
- Educate customers about billing, payment processing and support policies and procedures
Client Relationship Manager
Louis Kravitz & Associates
01.2002 - 09.2005
- Develop and maintained strong relationships with over 50 clients to maximize satisfaction
- Identified issues, analyzed information and provided solutions to problems.
- Educate and enroll employees in benefit programs
- Respond to IRS audits
- Retirement plan administration
- Present renewal packages
Retirement Sales Consultant
Transamerica Retirement Services
01.2000 - 12.2001
- Use consultative sales techniques to understand customer needs and recommend relevant products and services, 100% of sales goals every year
- Increase sales 10+% by fostering relationships with customers, implementing business strategies and suggesting areas for improvement
- Maximize customer retention by resolving issues quickly
- Apply knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base
- Implement up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Achieve top performance by strategically adapting to rapidly changing, competitive environment
- Create detailed sales presentations to communicate product features and market data
- Cultivate lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives
Director of Retirement Plans
NY Life Asset Management/MainStay Mutual Funds
01.1995 - 12.1999
- Advise prospects and clients on retirement planning
- Create and present detailed sales presentations to communicate product features and market data; 401(k), defined contributions, cash balance and defined benefit
- Provide investment advice, market research and returns
- Provide specialized financial planning support with diverse portfolios and individual needs
- Recommend specific investments to help clients meet financial goals
- Study financial documents to identify potential areas needing improvement
Senior Client Relationship Manager
CIGNA Retirement & Investment Services
01.1990 - 12.1994
- Client's “trusted advisor” to 100+ accounts, building client relationships to highest level of decision makers
- Assess client needs and develop plans to address current and future objectives
- Planning and conducting effective in-person and/or phone meetings with extreme detail
- Lead group presentations
- Foster customer trust by addressing concerns and needs using targeted problem-solving
- Address and resolve customer complaints and issues to improve satisfaction
- Recommend new products to clients and maintain solutions-oriented problem-solving for long-term client relationships
- Develop summaries to assess each client's participation level and determine targets for follow-up plans
- Retain updated knowledge of market competition and related offerings to generate favor for retirement plan products.
- Build relationships with customers and community to establish long-term business growth
Group Insurance/Pensions Sales
Hartford Insurance Group
01.1981 - 12.1989
- Consult with client management team on employee benefits
- Administer and maintain defined contribution and defined benefit retirement plans for 50+ clients
- Educate and enroll 1000s of employees in benefit programs
- Work with actuaries and IRS auditors to ensure benefit compliance
- Advise client of employee benefit regulation changes
- Cultivate and strengthen lasting client relationships with excellent customer service
- Handle problematic clients to achieve high level of satisfaction using strong issue resolution and dynamic communication skills
- Report issues to higher management with great detail
- Prepare applications, documents and data to renew insurance policies.
- Calculate group insurance benefits
Education
Bachelor of Science - Business Administration, Finance
CALIFORNIA LUTHERAN UNIVERSITY
Thousand Oaks, CA08.2000
Skills
- Skilled in Customer Success Operations
- Create and Lead Client Training
- Addressing and Resolving Client Issues
- Developing Exceptional Business Relationships
- Leading Presentations
- Creating and Implementing Process Improvements
- Collaborating Across Department Lines
- Organization and Time Management
- Planning and Coordination
- Experienced in Employee Benefits, Payroll, Cultural Awareness
- Microsoft Office Suite: Word, Excel, PowerPoint, OneDrive, OneNote
- CRM Systems: SalesForce, Zoho, HubSpot, eLead, DealerSocket, VinSolutions, Slack
- Apple iOS platforms: Mac, iPad
- AWS, Other private cloud-based servers
Additional Information
References available upon request.
“Vivian is talented in so many areas from sales to training, and account/relationship management to process/operations management; she is so versatile and willing
& able to take on new challenges, learn new platforms and create systems to manage them.”
Quote from IntellaCar, CEO and Founder
Hobbies
Mountain Biking, Fly Fishing, Snow Skiing, Camping, Tennis, Charity/Fund Raising, Volunteering
Timeline
VP of Sales Operations & Client Services
IntellaCar
01.2021 - 05.2022
Senior Director of Client Services
IntellaCar
01.2016 - 12.2020
INTELLACAR
A SAAS COMPANY
01.2008 - 05.2022
Director of Account Management/Administrator
Hughes Hunter / IntellaCar
01.2008 - 12.2015
Client Relationship Manager
Louis Kravitz & Associates
01.2002 - 09.2005
Retirement Sales Consultant
Transamerica Retirement Services
01.2000 - 12.2001
Director of Retirement Plans
NY Life Asset Management/MainStay Mutual Funds
01.1995 - 12.1999
Senior Client Relationship Manager
CIGNA Retirement & Investment Services
01.1990 - 12.1994
Group Insurance/Pensions Sales
Hartford Insurance Group
01.1981 - 12.1989
Bachelor of Science - Business Administration, Finance
CALIFORNIA LUTHERAN UNIVERSITY
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