Hibu

Digital Account Executive

AIR COMMANDER'S HEATING & AIR CONDITIONING CO

Lead and manage all aspects of residential air conditioning projects from initiation to closure.
Develop project plans, timelines, and budgets, and ensure adherence to them throughout the project lifecycle.
Coordinate with internal teams, subcontractors, and vendors to ensure timely delivery of materials and resources.
Conduct site visits to assess project requirements, troubleshoot issues, and provide guidance to installation teams.
Communicate effectively with customers to understand their needs, address concerns, and provide updates on project progress.
Identify and mitigate project risks and obstacles to ensure successful project outcomes.
Monitor project performance and report on key metrics to senior management.
Foster a positive and collaborative work environment, promoting teamwork and excellence among project team members.
Stay current with industry trends and best practices in residential air conditioning to continually improve project management processes and outcomes.

Project Manager

Solid Rock Consulting

My main focus is on building strong relationships with our awesome clients and making sure they find success and satisfaction with our products and services. Being their advocate and trusted advisor throughout their journey is what truly excites me.

Onboarding and Implementation: I lead the way in guiding our customers through a smooth onboarding process. I get to know their unique needs and goals, working closely with the implementation team to ensure they adopt our solutions seamlessly.

Relationship Management: I love engaging with key stakeholders, understanding their evolving requirements, and finding ways to collaborate and grow together.

Proactive Support: I like to stay one step ahead in customer support, foreseeing potential issues and tackling them head-on. If any challenges pop up, I'm quick to provide effective solutions and make sure our clients' operations run smoothly.

Customer Education: I arrange training sessions, webinars, and workshops to make sure they're pros at using our products to their full potential.

Customer Feedback and Advocacy: I gather their feedback and share it with the relevant teams to keep improving our offerings and services.

Expansion and Upselling: By understanding their changing needs, I introduce additional solutions that align with their goals.

Renewals and Retention: Happy customers mean everything to us! I make sure they're satisfied and engaged, working closely with clients approaching contract renewals to discuss their future needs.

Customer Health Monitoring: I keep a close eye on their satisfaction and address any potential concerns before they become big issues.

Collaboration with Internal Teams: I collaborate with our sales, marketing, and product development teams, sharing valuable customer insights to shape our strategies and exceed expectations.

Industry Expertise: Staying up-to-date with the latest trends and best practices in the industry helps me be a valuable resource for our customers.

Customer Success Manager

Florida Department of Children and Families

Dedicated and compassionate Child Protection Investigator with a profound commitment to ensuring the safety and well-being of vulnerable children in Polk County, Florida. Equipped with extensive knowledge of child protection laws, policies, and procedures, I am determined to make a positive impact on the lives of children and families in need.

Conducted investigations of alleged child abuse and neglect cases.
Conducted interviews with children and families to gather relevant information for case assessments.
Collaborated with multidisciplinary teams, including law enforcement, educators, and healthcare professionals, to develop intervention plans.
Observed and participated in court proceedings and case conferences to gain insight into the legal aspects of child protection.
Provided emotional support to children and families throughout the investigative process.
Managed a caseload of child protection cases, ensuring prompt and appropriate responses to reported concerns.
Conducted comprehensive assessments to determine the safety and risk factors involved in each case.
Developed and implemented individualized service plans to address the needs of children and families.
Collaborated with community resources to provide families with access to essential services, such as counseling, housing, and substance abuse treatment.
Skills I've obtained:
In-depth knowledge of Florida's child protection laws and regulations.
Proficient in conducting child abuse and neglect investigations.
Strong understanding of child development and trauma-informed care.
Excellent communication and interpersonal skills.
Ability to work collaboratively with multidisciplinary teams.
Empathetic and compassionate approach to dealing with sensitive situations.
Effective time management and organizational abilities.
Proficient in case documentation and report writing.

Child Protective Specialist

Maximus

Customer Service Representative

ResultsCX

As an Account Supervisor at WellCare, my role goes beyond overseeing accounts. I'm dedicated to building meaningful client relationships, understanding their needs, and supporting them every step of the way.

• Nurturing Connections: I take pride in forging genuine bonds with clients, understanding their unique circumstances, and caring deeply for their well-being.

• Client Advocacy: I go the extra mile to ensure clients thrive with our services, celebrating their successes as my own.

• Tailored Solutions: Each client is special, and I collaborate with our team to provide personalized solutions aligned with their needs.

• Exceptional Support: I'm always there for clients, providing guidance and a listening ear, making their experience with WellCare outstanding.

• Celebrating Achievements: Whether big or small, I cheer on clients' accomplishments and share in their journey to success.

• Embracing Challenges: I see challenges as opportunities for growth, working diligently to turn them into positive outcomes.

• Striving for Excellence: Mediocrity isn't an option; I aim to exceed clients' expectations, leaving a lasting, positive impression.

• Creating a Supportive Community: Beyond the professional realm, I foster a caring environment where clients feel valued and part of the WellCare family.

• Spreading Positivity: Small gestures of empathy and positivity make a difference, brightening our team and clients' experiences.

• Embracing Growth: Continual personal and professional growth drives me to stay updated with trends and enhance the value we bring to clients.

Account Supervisor

The ICEE Company

Results-driven and experienced Project Manager/Trainer with a proven track record of fostering strong relationships with enterprise businesses for ICEE Company. Utilizing a unique blend of project management and training expertise, I am committed to delivering high-quality solutions and ensuring the success of both ICEE's projects and the businesses we serve.

Spearheaded and managed various large-scale projects for enterprise-level clients, ensuring successful and on-time implementations of ICEE products and services.
Collaborated closely with stakeholders, including C-level executives, IT managers, and end-users, to understand business needs, goals, and expectations.
Developed customized project plans, timelines, and milestones based on the unique requirements of each enterprise client.
Led cross-functional teams, providing clear direction and guidance to ensure seamless execution of projects and adherence to quality standards.
Regularly assessed project progress, risks, and challenges, proactively identifying and mitigating issues to maintain project momentum and client satisfaction.
Cultivated and maintained long-term relationships with enterprise clients, consistently exceeding their expectations and becoming a trusted advisor in their business growth.
Business Development and Relationship Management:
Acted as the primary point of contact for clients throughout the project lifecycle, ensuring clear communication, addressing inquiries, and resolving any concerns promptly.
Conducted regular meetings with existing enterprise clients to gather feedback, assess satisfaction levels, and identify opportunities for continuous improvement.

Skills:
Project management expertise, with a focus on planning, execution, and risk management.
Exceptional relationship-building and interpersonal skills, able to establish trust with clients and foster long-term partnerships.
Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and timelines.

Senior Field Service Technician Trainer

Atlantic Tower Services (ATS)

As an ERP Training and Support Specialist, I empower users to utilize the ERP system effectively and provide ongoing assistance for smooth operations. 

Training Programs: I design comprehensive programs tailored to users' needs and roles.

Conducting Engaging Sessions: I deliver interactive training, in-person and virtually, on ERP functionalities and best practices.

Onboarding Support: Guiding new users during implementation to ensure a solid foundation.

User Proficiency Assessment: Regularly evaluating users' skills and providing targeted coaching.

User-friendly Materials: I create helpful resources for independent learning.

Help Desk Assistance: I'm the go-to person for user inquiries, troubleshooting, and timely resolutions.

Keeping Up-to-date: I stay informed about ERP updates and integrate them into training.

Continuous Learning: I stay ahead with industry trends to offer cutting-edge support.

User Feedback: Gathering feedback to improve the system and enhance user experience.

Process Improvement: Identifying opportunities for optimized workflows.

Change Management: Facilitating smooth transitions during system updates.

Encouraging Adoption: Tracking usage rates and promoting full ERP utilization.

ERP Specialist and Training

Responsible for the coordination of all key administrative and business improvement activities of the ERP and training related systems of the company, including the company's financial system. Acts as a liaison between application development and business units to provide analytical support and consulting to ensure system and business requirements are clearly documented, understood, and translated to the application.

As an End User Trainer at Astea, my mission is empowering clients to excel with our software.

Training Delivery: Conduct engaging sessions tailored to end-users' needs, boosting their confidence.

Onboarding Support: Guide new users through setup and key features for a seamless start.

Product Knowledge Expert: Stay updated on Astea's solutions, ensuring accurate training.

Training Material Development: Create user-friendly guides and resources for independent learning.

Feedback Collection: Gather input to enhance training programs and software.

User Support: Provide ongoing assistance and empathy for user interactions.

Continuous Learning: Pursue growth opportunities and industry trends.

Collaboration with Implementation Team: Align training with clients' unique requirements.

Performance Monitoring: Track progress and offer additional support for proficiency.

Client Relationship Building: Foster positive relationships, serving as a trusted advisor.

I'm devoted to enabling clients' success with Astea's software, impacting their businesses positively.

End User Trainer

United Service Source Inc

As the Admin/Dispatch Supervisor your key responsibilities consisted of but not limited to overseeing the paperwork and documentation for each technician in the field. Maintain a constant update for usernames and passcodes for Private Network Logins. Oversee billing for each day, planned out the logistics for each route per tech, and maintained a consistent and accurate communication between USSI and the many business partners. I trained individuals in the roles of the office for example creating flow charts for training modules. I managed a team of 15 employees who worked in both field work and office administration, which ranged from tracking the statuses of work, documenting accounts, and making outbound calls for status updates.

Comcast Information Technology Support/Samsung Utility

Security Networks, LLC

Highly motivated and experienced Lead Operations Specialist with a strong focus on meeting SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) within the Security Networks Call Center. With a proven track record of optimizing call center operations and driving performance excellence, I am dedicated to ensuring top-tier customer service, efficient workflows, and achievement of operational targets.

Performance Management and Optimization:
Conducted regular performance reviews for individual team members, providing constructive feedback, coaching, and mentoring to enhance their productivity and customer service skills.

SLA and KPI Monitoring:

Monitored real-time call center metrics, such as average speed of answer (ASA), average handle time (AHT), abandonment rate, and service level, to ensure adherence to SLAs.
Utilized call center software and reporting tools to generate performance dashboards and reports, providing insights to senior management on team achievements and areas for improvement.

Team Leadership and Development:

Led a team of call center agents, fostering a positive and productive work environment that promotes collaboration, motivation, and continuous learning.
Conducted regular team meetings to communicate performance goals, discuss challenges, and celebrate successes, ensuring a cohesive and engaged team culture.
Mentored junior team members, providing career development guidance and opportunities for professional growth within the organization.
Client and Stakeholder Relations:

Collaborated with various internal teams, including Quality Assurance, Training, and IT, to align processes and ensure seamless operations across departments.

Skills:

Extensive knowledge of call center operations and best practices.
Strong understanding of SLAs and KPIs in a call center setting.
Proficient in call center software and reporting tools.
Effective communication and interpersonal skills.
Problem-solving and decision-making capabilities.

Lead Operations Specialist

With over 5 years of experience in customer success, I am passionate about building strong and authentic relationships with my clients. As a Customer Success Manager I help them achieve their business goals and satisfaction with our products and services.

I lead the onboarding and implementation process, working closely with the implementation team and the clients to understand their unique needs and ensure a smooth adoption of our solutions. I also engage with key stakeholders, proactively support their evolving requirements, and collaborate with them to grow together. As an EPA certified professional, I have the technical knowledge and skills to provide the best customer experience and outcomes. I am also proficient in Microsoft Applications, SaaS organizations, communication and coaching techniques.

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