Whitney Harless
Deerfield,NH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Passionate about empowering teams to deliver top notch customer service while also meeting business needs and metrics.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Capital Auto Auction
11.2021 - Current
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Fostered a client-centric culture within the organization, instilling a shared commitment towards delivering top-notch service.
Director, Corporate Operations
Planet Fitness World Headquarters
08.2019 - 10.2021
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Championed corporate social responsibility initiatives that enhanced the company''s reputation in the community and industry at large.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
Sr. Manager, Field Operations
Planet Fitness World Headquarters
02.2017 - 07.2019
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Developed proposals and presentations for internal and external audiences.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Recommended and implemented successful strategies to maximize revenue.
- Onboarded and trained all new team members and franchisees to meet brand standards and deliver exceptional customer service
Education
Bachelor of Science - Biology And Chemistry
University of Rio Grande/Rio Grande Community College
Rio Grande, OH05.2008
Skills
- Client Relations
- Customer Account Management
- Training and Mentoring
- Customer Service
- Staff Mentoring & Leadership
- Customer Relations
- Sales Proficiency
- Customer Relationship Building
- Revenue Growth
- Customer Retention
- Stakeholder Management
- Inter-Department Collaboration
- Customer Advocacy
US Army National Guard
July 2010-July 2016
Timeline
Customer Success Manager
Capital Auto Auction
11.2021 - Current
Director, Corporate Operations
Planet Fitness World Headquarters
08.2019 - 10.2021
Sr. Manager, Field Operations
Planet Fitness World Headquarters
02.2017 - 07.2019
Bachelor of Science - Biology And Chemistry
University of Rio Grande/Rio Grande Community College
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