Eighty Four, Pennsylvania, United States
With over seven years of professional experience, I specialize in client operations and customer relationship management. I am deeply committed to optimizing client engagement, delivering high-quality service, and driving process improvements. My work is fueled by a passion for fostering collaboration between cross-functional teams to achieve shared goals and sustained customer satisfaction. I aim to contribute to a culture of excellence by leveraging my skills in renewals, sales support, and operational efficiency to ensure seamless business processes. At SoftwareOne, I focus on producing and managing customer quotes, tracking orders, and leading quarterly renewal initiatives. I collaborate with sales teams to enhance customer retention and resolve escalations by partnering with clients and internal stakeholders. My role also includes delivering actionable KPI reports to drive team performance and coordinating training for new Operations Specialists, reflecting a commitment to both operational success and team development.
• Produce new and renewal customer quotes by using publisher specific price lists, margins and contract terms • Track all quote and order requests via ticketing queue • Deliver weekly KPI reports to track progress and drive team improvement initiatives • Collaborate with the sales department to attract, retain and grow customer relationships • Resolve escalations by liaising with customers, account teams and internal support teams • Facilitate training of newly hired Operations Specialists • Lead the team in coordinating and executing quarterly renewal opportunities
• Coordinate with Sales, Legal and Accounting departments to produce customer software license keys • Process license software orders and verify license agreements in accordance with company policies • Utilize regular CRM reporting for data integrity • Participate in developing roll out plans for product delivery, acquisitions and audit related reports • Develop an e-learning website for new hire training documentation • Report quarterly feedback on end of quarter operations
• Manage training invites, rosters, lunch/dinner reservations, supplies, and trainee requests • Update and brand documents for the team website • Design and make changes to the team SharePoint site • Build reports based off of monthly data generated through proprietary reporting system • Draft blog posts for the Real Estate department • Oversee monthly DocuSign usage reporting
• Manage Service Now (diagnose problems, escalate issues to appropriate teams, prioritize issues based upon severity) • Process field change order requests in JDE • Complete vendor registrations and qualifications • Aid members of the team with various projects • Enroll employees for FedEx and Office Depot accounts • Develop reporting to aid Project Coordinators in the FCOR process