May 2023 – Aug 2024 · 1 yr 3 mos · Remote

• Licensed All-Lines Adjuster - Xactimate, Symbility, TWIA, State Farm Auto

Feb 2022 – May 2023 · 1 yr 3 mos · Remote

• Managed a portfolio of 50+ B2B SaaS customers, achieving a 95% satisfaction rating and a 20% increase in customer retention through strategic onboarding and client relationship management.
• Negotiated and renewed contracts, identifying service opportunities to enhance customer satisfaction and retention.
• Led cross-functional initiatives, improving team efficiency by 30% through the creation of SOPs and a comprehensive How-To video repository.
• Identified and addressed process inefficiencies, developing and implementing correction plans to enhance client experience.

Feb 2021 – Present · 5 yrs 1 mo · Remote

• Spearheaded strategic initiatives and streamlined decision-making processes for the CEO, resulting in a 20% reduction in scheduling conflicts and a 15% cost savings on travel arrangements.
• Developed and implemented a record management system, ensuring accuracy and completeness, and reducing record retrieval time by 30%.
• Fostered a high-performance culture through talent development programs, decreasing employee turnover by 25%.
• Enhanced strategic communications and advocacy by building strong relationships with internal and external stakeholders.

Jul 2017 – Jan 2021 · 3 yrs 6 mos · Remote

• Led the creation and implementation of strategic project plans, ensuring alignment with company priorities and timelines, and achieving a 15% reduction in project delivery times.
• Established and nurtured partnerships with cross-functional teams, vendors, and contractors, driving continuous improvement and resulting in a 20% increase in client satisfaction.
• Developed and enforced consistent processes for accurate, compliant, and timely request handling, reducing processing time by 15% and enhancing overall client experience.
• Collaborated with R&D, Supply Chain, Quality, and Engineering teams to identify and implement process improvements, achieving a 5% cost reduction and significant productivity gains.
• Managed resource allocation and project milestones to optimize workflow and maximize resource efficiency, ensuring the successful delivery of strategic initiatives.

Jan 2016 – Jul 2017 · 1 yr 6 mos · Dallas, Texas, United States

• Established and monitored short- and long-term company goals, policies, and procedures, ensuring alignment with strategic objectives and tracking progress and results.
• Designed and implemented hiring and training programs, supporting and coaching 10 colleagues into successful promotions, and enhancing team productivity.
• Analyzed KPI trends and developed corrective actions for B2B channels, implementing operations best practices based on audit findings and project management feedback.
• Led and managed cross-functional teams and departments, overseeing daily operations and ensuring strategic execution through effective stakeholder collaboration.
• Coordinated training classes, managing logistics for spaces and materials to support comprehensive employee development.

Aug 2014 – Feb 2015 · 6 mos · Houston, Texas, United States

• Managed and prioritized email correspondence for eight attorneys, resulting in 10% reduction in response time and improved client satisfaction
• Coordinated calendars for all attorneys, scheduling and prioritizing meetings and court appearances, resulting in a 90% on-time attendance rate
• Managed multiple tasks and priorities, simultaneously
• Ensured accurate and appropriate client relationship, experience, and contact information was maintained in the firm’s systems

Sep 2009 – May 2014 · 4 yrs 8 mos · Houston, Texas, United States

• Managed and optimized the CEO's business and personal calendars, achieving a 35% reduction in scheduling conflicts and ensuring seamless coordination.
• Negotiated contracts with external vendors, securing an average of 15% cost savings and enhancing vendor relationships.
• Implemented an email prioritization system, reducing the CEO's email backlog by 30% within the first month and improving communication efficiency.
• Coordinated complex travel arrangements for the CEO and family, achieving a 25% cost reduction through strategic planning and negotiation.
• Handled highly confidential information with utmost discretion, ensuring privacy and security in all executive matters.