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Leadership Process Improvement Business Development Revenue Gen

Location:
Philadelphia, PA
Posted:
December 03, 2022

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Resume:

ANDEE SILVERMAN

** 215-***-****

adtub5@r.postjobfree.com

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SaaS EXECUTIVE LEADERSHIP BUSINESS TRANSFORMATION PROCESS & PRODUCTIVITY OPTIMIZATION SERVICE DELIVERY EXCELLENCE

Propelling growth by building enduring customer relationships, pioneering sweeping operational improvements, creating cultures where every voice matters, and pushing creative limits to achieve key revenue, growth, and KPI objectives.

Insight-driven and customer-focused professional with a proven track record of developing holistic, 360-degree, customer-oriented solutions and growth strategies that maximize revenue potential and deliver a highly differentiated customer experience. Transformational leader with a strategic entrepreneurial mindset; organically wired for Customer Success, a customer champion boosting client retention through an unrelenting focus on elevating the customer experience. Exceptional manager of people and processes; able to optimize and scale operations, break down barriers to team performance, and position organizations optimally to deliver against their strategic business objectives.

* Leads with drive, clarity, and vision; aligns teams toward common goals and tactical priorities using a bottom-up servant leadership approach.

* Time-tested strategist, growth catalyst, and change agent; routinely called upon to identify and remediate gaps in day-to-day operations, eliminate barriers to growth, and lead a suite of mission-critical change initiatives.

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* C-Suite Business Development

* C-Level Operations Strategy

* Customer Experience Executive

* Training & Development

* Coaching & Mentoring

* Risk Identification & Mitigation

* Strategic Relationships

* Revenue Expansion

* Customer Strategist

* Client Relations & Retention

* Continuous Improvement

* Change Management

PROFESSIONAL EXPERIENCE

CUSTOMER-CENTRIC LEADERSHIP & REVENUE GROWTH STRATEGIES

BOLT ON TECHNOLOGY Southampton, PA 2015 to 2022 [Remote since February 2020]

Achieved a series of successive promotions, growing from Corporate Process Improvement Manager in 2015 to COO in 2021 (with additional CXO responsibilities added in 2022). Provided leadership, oversight, and strategic direction for a team of 10 direct reports across Operational Support, Training, and Customer Service. Key member of the executive leadership team; contributed to YoY revenue growth of the SaaS startup, scaling from $3.1M to $9.5M in 6 years and resulting in a profitable 2021 acquisition. Retained post-acquisition as key member of the M&A integration team.

* Created a program that pre-qualified prospects and categorized them into sales leads to support strategic sales efforts; resulted in enhanced prospect conversion rates by creating an optimized, high-potential client model. Turned 15K prospects into pre-qualified sales leads, resulting in an abundance of high-potential leads and revenue-generating opportunities for the sales team.

* Streamlined service delivery times: Reduced cycle time for software installation by 300%. Positively impacted inbound call turnaround metrics by 79% within 3 weeks of new strategy implementation.

* Elevated the customer onboarding process: Led operations teams in streamlining the onboarding experience by creating new roles, elevating team members, restructuring responsibilities, and optimizing resource allocation.

* Implemented a learning management system (LMS) to boost customer retention and reduce staff churn. Cross-trained and upskilled employees through the LMS, providing customers with access to advanced product learning resources.

* Prioritized process documentation and knowledge base development: Leveraged SOPs to develop a knowledge base and standardize operations.

* Streamlined internal onboarding cycles from 90 to 30 days: Achieved a 300% reduction in new staff ramp-up time.

VP, SPECIAL PROJECTS 2017 2021

Recommended new product and feature development to grow market share based on customer data insights. Employed data analyses to guide and inform the pre-sales strategy.

* Conducted deep dives to analyze NPS scores; assembled a team to gather customer feedback, identify pain points, resolve customer challenges, and strengthen client relationships. Successfully doubled NPS scores through this initiative.

* Converted negative to neutral ratings by developing a non-integrated version of the tool, achieving 25% customer retention and expanding access to new customers.

DIRECTOR OF COMMERCIAL BUSINESS DEVELOPMENT 2016 - 2017

Served as an integral member of the executive leadership team, strengthening existing accounts and cultivating new growth opportunities. Deployed market penetration initiatives to secure corporate partnerships focused on elevating customer service experiences with state-of-the-art digital tools:

* Created profitable partnerships with major industry retailers to sell Bolt On Technology software to their customer base of independent auto repair shops, enabling them to enhance efficiency, productivity and transparency for vehicle owners.

* Within 6 years these relationships produced 7,200 orders totaling $3.2M in revenue.

CORPORATE PROCESS IMPROVEMENT MANAGER 2015 - 2016

Identified strategic opportunities for process standardization and improvements, collaborating with cross-functional teams.

* Assembled and managed the company s first Customer Experience team within two weeks of joining the company, dedicated to elevating the customer experience.

* Implemented innovative customer-centered approaches to improve business operations: Leveraged keen operations transformation expertise to implement sweeping process improvements.

ELECTIVE HEALTHCARE STRATEGIES FOUNDER & CEO Remote - Philadelphia, PA 2008 2015

Consult with and coach aesthetic specialty practices to facilitate improved client retention and operating efficiency. Formulated key strategies to boost practice revenue and productivity (related to treatment planning consultations) by elevating the patient experience. Built a portfolio of clients (including dentists, plastic surgeons, cosmetic dermatologists, chiropractors, and physicians) that specialize in various elective procedures (such as cosmetic surgery, laser eye surgery, spinal decompression, and hair replacement therapy).

Prior History:

DOC BRESLER'S CAVITY BUSTERS COMMUNITY OUTREACH DIRECTOR Philadelphia, PA 2010 2014

Collaborated at the grassroots level with local communities to influence pediatric dental behavior, choices, and outcomes through community outreach, education, involvement, and support. Developed and executed the company s first Community Outreach Dental Education Program consisting of three educators and a team of support staff; grew into the largest program regionally reaching 100K+ children in the first year of inception, realizing a 50% increase in clinic activity, and netting $450K+ in first-round revenue. Established and launched a community based B2B outreach initiative, co-branding with commercial corporate partners and elevating brand exposure.

ASSOCIATION FOR SAFE & EFFECTIVE HEALTHCARE ACCOUNT MANAGER/PHYSICIAN RELATIONSHIP SPECIALIST Remote - Philadelphia, PA 2007 2010

Managed a portfolio of 75+ clients (including chiropractors, neurosurgeons, and physicians) that provided spinal decompression treatment. Secured and renewed client contracts; drove a 55% increase in YoY revenue growth by analyzing client needs and delivering cost-effective solutions that increased client productivity and profitability. Developed patient communication processes, protocols, and SOPs for all assigned clients.

PHARMAFORCE INTERNATIONAL BUSINESS INTELLIGENCE ANALYST Remote, PA 2001 - 2007

Conducted primary and secondary research, providing data-driven insights into industry trends to identify new business and revenue opportunities. Interviewed key opinion leaders in the field of oncology and other personnel at target companies.

LOOKINGYOURBEST.COM ACCOUNT EXECUTIVE & MEMBER SERVICES CONSULTANT Remote, PA 2000 - 2001

Managed 50+ accounts encompassing various therapeutic aesthetic specialty practices; achieving a 93% contract renewal rate while identifying revenue expansion and upselling opportunities.

COSMETIC & PLASTIC SURGERY CENTER PATIENT CARE & TREATMENT COORDINATOR Abington, PA 1998 - 2000

Coordinated and performed cosmetic pre-consultations to sell plastic and reconstructive surgical treatment plans. Owned and optimized all new patient experiences. Managed patient relationships as well as relationships with outside referral sources. Oversaw all patient education materials. Served as key liaison between patients and the doctor throughout the treatment process.

EDUCATION

General Studies, Community College at Philadelphia

CCSM Level 1 & 2: Certification

CCXP - Certified Customer Experience Professional, Institute of Customer Management

ANDEE SILVERMAN Page 2



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