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Client Relationship Success Manager in San Francisco Bay CA Resume Karen Lincoln

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Client Relationship Success Manager in San Francisco Bay CA Resume Karen Lincoln Powered By Docstoc
					                                                                    Karen Lincoln
                                                                 Cell: 925-577-6937
                                                                KLincoln011@aol.com

Results-driven sales and operations professional with experience driving corporate strategy through the development and implementation of effective
change management and channel sales tactics. Proven ability to roll-out solutions across organizational lines for both internal and external clients.
Especially competent at training, coaching and evaluating staff to insure that projects can be accomplished in a timely, cost-effective and profitable
manner.

                                                                  Core competencies include:

       Regularly exceeding goals                Managing simultaneous deployments              Creating ISO/Contact Compliance
   Surpassing customer expectations                    End-to-end fulfillment                   Managing employees for growth
    Liaising for senior management                    Collaborating internally                   Mastering new responsibilities
   Multidisciplinary team management            Process development / improvement                 Excellent Vendor Relations


                                                                 Elite Edge Award
                                                            Manager of the Quarter Award
                                                            Employee of the Quarter Award

                                                         Synopsis of Professional Experience
California Communications Access Foundation
Customer Contact Operations Department Manager                                                                     2006-2012
     Administered all aspects of program equipment processing across multidisciplinary teams
     Managed $29M outsourcing contract including 50 seat contact center, warehouse operations and CRM
     Served on multiple national industry association committees and state level public committee
     Responsible for $3.5M in annual product purchases
     Administered all new product trials and equipment programs including 6-10 new products per year and the successful addition of wireless devices
     Drove product standardization across industry in partnership with national industry association
     Created standardization and quality across customer facing departments and vendors
     Supervised organization wide consumers affairs and improved program based on consumer feedback
     Designed and implemented equipment refurbishment program reducing program purchase costs
     Part of the team which created and launched a program wide Knowledge Base providing product and procedures to all customer facing personnel

HumanWare                                                                                                          2003-2006
Service and Support Manager
     Wholly responsible for service repair center, inside sales operations and customer service
     Solely responsible for sales and administration of US service contracts
     Managed cross-functional team of tech support reps, electronic techs, administrators and outside contractors
     Established, facilitated and fostered collaboration and communication between teams in US, UK, Canada and New Zealand
     Led development team successfully designing methods for tracking ROI and stratification of marketing and prospecting efforts
     Worked with R&D department to identify product concerns and implement improvements
     Refined Authorized Service Center program and managed contracts and relationships
     Wrote policy and procedures formalizing processes for quality contract and P&P manuals
     Managed two departmental phone queues with a call volume for greater than 2500 incoming calls per month
     Increase technical support’s queue connection rate from 50% to %80
     Executed hardware regenerations of customer-owned systems for 400+ unique clients
     Promoted into this position from Inside Sales Manager

Hewlett Packard                                                                                                   1993-2003
Manager of Client Services
    Managed staff responsible for Fortune 500 accounts with a minimum of $120M annual revenue, regularly exceeded sales goals
    Key partner for field sales forces’ client meetings, quarterly reviews and account planning sessions
    Consulted on development of client contracts for major accounts in support of corporate growth initiative
    Successful project management of large scale, simultaneous deployments of user-specific system configurations
    Performed root cause analyses and executed plans to improve response time and deliveries
    Wrote and conducted employ performance plans focusing on individual growth and development
    Maintained appropriate staffing level to handle over 1600 call per month with a 6-sencond ASA
    Surpassed customer satisfaction goals (achieved score of 5 out of 5)
    Maintained staff morale through 4 acquisitions yielding 100% retention
    Promotion path to this position: Inside Sales Support Representative; Account Manager; Senior Account Manager

				
DOCUMENT INFO
Description: Karen Lincoln is a results-driven sales and operations professional / manager with experience driving corporate strategy through the development and implementation of effective change management and channel sales tactics. She has proven ability to roll-out solutions across organizational lines for both internal and external clients. Karen is especially competent at training, coaching and evaluating staff to insure that projects can be accomplished in a timely, cost-effective and profitable manner.