Service Delivery, Project Manager, Community Builder, Account Manager

PAUL HOWLETT

*********@*****.*** 917-***-**** Brooklyn, NY 11206

Professional Summary

Innovative results-driven professional, and communicator with extensive experience in account management, implementations, program and project management in technology startups in SaaS environments, financial markets, B2B, retail, fashion and community building. Utilizes attention to detail, providing a proven track record of cultivating robust connections and building strong relationships. Provides exceptional customer satisfaction and creative, passionate problem solving with emotional intelligence and technical experience. Skills

• Customer Retention

• Project Management

• Team Leadership

• Service Delivery

• Problem Solving

• Revenue Growth

• Client Training

• Communication

• Product Adoption

• Contract Negotiation

• Relationship Building

• Program Management

Experience

LOWE’S Brooklyn, NY

Pro Sales Service Specialist

2024 - 2025

Established strong consultative partnerships with professional clients, advising them on the advantages of Lowe’s products and materials to meet their construction, maintenance and repair requirements. Offered creative solutions and addressed challenges, engaging in discussions about project needs to provide tailored solutions for their business obstacles. Worked in close collaboration with other teams, such as Pro Supply, to ensure timely ordering and fulfillment of products. Partnered with the Corporate Volume Savings Program to offer clients attractive pricing incentives for bulk orders. Leveraged CRM tools to enhance customer relationships, elevate service quality, and boost sales.

• Achieved exceptional service delivery, reflected in a Net Promoter Score

(NPS) of 91

• Enhanced customer loyalty and encouraged repeat business by enrolling 53 Pro customers in the Lowe’s Business Credit program and 97 in the Pro MVP rewards program during the third and fourth quarters of 2024

• Collaborated with Pro clients to provide consultative solutions, resulting in

$800K in revenue for the third and fourth quarters of 2024, contributing to an overall 25% year-over-year revenue growth.

SMOKEY VALE Brooklyn, NY

Manager

2017 - 2023

Established strategic partnerships with accounts, overseeing crucial executive relationships. Built strong and diverse relationships within the community with fellow businesses and leading community figures. Devised and implemented customized success strategies to enhance product adoption among pivotal customers. Collaborated closely with clients to gain a comprehensive understanding of their goals and served as a reliable consultant. Personalized solutions to assist clients in attaining their objectives. Oversaw book of business, using iterative forecasting processes and conducting quarterly business plan reviews. Hired, and developed team of eight staff members, that delivered exceptional service delivery.

• Built trusted relationships across customer base, and skillfully mitigated churn. Aggressively achieved increased client headcount by 200% year over year from 2020 to 2023

• Created process improvement efficiencies, documented and maintained best practices, and enhanced client experience projects that led to Net Promoter Score (NPS) of 92

• Developed success plans for revenue opportunities. Partnered with internal stakeholders on item delivery that led to consistent annual growth of 20% from 2020 to 2023

• Created ongoing community-focused events that showcased local creative talents. These included art exhibitions, pop-up shops with local designers, live music with local bands, and workshops on textiles and sewing.

• Established powerful partnerships with fellow small businesses through cross-promotion and collaborative selling strategies

• Organized events featuring local wellness professionals who showcased their services

PLUSGRADE New York, NY

Partner Success Manager

2016 - 2017

Primary liaison for leading global airline partners including Qantas and Virgin Australia. Transformed ancillary revenue solution products into purposeful programs that met their specific growth objectives. Collaborated on roadmaps outlining strategic objectives. Analyzed key performance indicators, identified trends and partnered with internal stakeholders to implement effective solutions for mitigation and upsell opportunities.

• Developed partnerships with airlines and instituted industry best practices, realized business plan project goals that resulted in revenue in book of business of $10M annually

• Secured annual 2-year renewal of partnership contracts with 2 global airline partners totaling $3M

• Collaborated cross-functionally with internal partners on product enhancements that drove incremental growth in book of business of 20% and $2M year over year

BONDDESK TRADING New York, NY

Relationship Manager

2005 - 2014

Managed strategic relationships with clients, liaising with Head of Wealth Management, Head of Capital Markets and Municipal Trading, and CTOs. Led business plan reviews with clients’ and their main stakeholders to assess KPI's, celebrate the wins and develop mitigation plans for underperformance. Collaborated with internal cross-functional teams on incremental sales opportunities and addressing client issues and customer needs. Program manager of project that migrated leading client from locally hosted system to BondDesk hosted system. Primary day-to-day contact and key escalation point on issues, overseeing clients generating $16M in annual revenues.

• Accomplished incremental sales by promoting new functionality and products and encouraging deeper adoption by end-users, resulting in average annual increase of $2.5M

• Achieved zero client churn and maintained full retention of clients in book of business from 2010 to 2014

• Developed training plans, and materials with strategic teams in migration project that increased client platform usage by 30% and revenue increase of

$2M in first year

• Migration resulted in 25% revenue increase in year 1 and provided client

$1.5M in annual expense savings

Education

St. John's University NY, Jamaica

B.A. in Journalism, Minor in Business Administration Accomplishments

• Proficient in Microsoft and Google suite of products, SharePoint, Salesforce, Zendesk, Zoho, Jira, Confluence, Trello

• Technical experience with SQL Databases

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