Success Manager Client

Kyle Killian

Redondo Beach, CA Phone: 262-***-**** E-mail: ************@*****.***

PROFESSIONAL EXPERIENCE:

CareView Communications - Client Success Manager July 2022-Present Remote position w/40% travel

• Collaborate with 25+ hospitals’ Administrative and Clinical Personnel to solve technical problems.

• Build and foster B2B relationships within a portfolio of 20+ clients to deepen relationships with hospital leaders.

• Conducted ongoing training sessions for over 100 hospital staff members, focusing on the utilization of medical equipment software.

• Designed and implemented a tracking system for hospital staff training resulting in proper training management.

• Internally collaborated with the sales and IT teams to address customer requests and issues, leading to a 95% improvement.

• Regularly review an average of 100 trouble tickets per month with I.T. team and take remedial action and reporting findings.

• Promptly respond to inbound client questions/concerns via email or phone.

• Assess customer issues, research solutions, and implement corrective actions to maintain high customer satisfaction. Analyze customer data and usage patterns to identify opportunities for product adoption, upsell, and cross-sell.

Northrop Grumman - Program Schedule Analyst Apr 2022 –Jul 2022 Redondo Beach, CA

● Performed analyses daily and prepared 9+ reports weekly about contracts and schedules.

● Performed schedule risk assessments to identify and mitigate program cost and scheduling risks.

● Incorporated contractual changes into control systems to maintain realistic schedule baselines.

● Maintain Earned Value Management System (EVMS) in compliance to include cost/schedule integration. Administrative Analyst II / Admin Office Manager–COVID-19 Tracing Operations (Temp) Feb 2022 – May 2022 County of San Diego

● Participated in contract development specifications and establishment/maintenance of contractual relationships.

● Researched, compiled, and analyzed personnel data requiring quantitative and qualitative skills.

● Supervised, trained, and evaluated the performance of a team of 25 technical and non-technical personnel.

● Generated weekly Dashboard reports on operational metrics, overseeing a portfolio of 4-5 reports, while enhancing business productivity by 30%.

● Able to emphasize other relevant components of our Employee Value Proposition (EVP) to help engage and retain top talent.

● Lead and maintained COVID-19 Contact Tracing Team information confidential and protected. United States Navy – Various Locations 2013 - 2020 Program Manager Intelligence Analyst

● Analyzed and advised executives on systems capabilities and collection strategies resulting in improved command and control of watch floor operations in disseminating accurate intelligence to customers.

● Responsible for drafting, quality-controlled, time-sensitive reports. Providing Signals intelligence, technical guidance, and information support to multiple Carrier Strike Groups, strategic units, and national customers, to increase situational awareness in areas of operation.

● Performed research and data analytics on large volumes of signals Intelligence.

● Conducted quality control checks, logged time-sensitive reports, and briefed executives and site leadership. 2

● Created and managed administrative records for over 210 personnel that contained detailed information about personnel, medical, career, and training qualifications.

● Planned, directed, and organized work assignments by determining equipment, materials, number of personnel, and types of skills required to maintain operational goals and meet long-range work schedules. Project Manager Security Specialist

● Provided oversight of operations and administrative tasks related to a security guard force comprised of over 50 personnel who provided physical security measures, investigative actions, weapons maintenance, and handling, and all related training.

● Analyzed project needs including project plans and delivery schedules, established project management strategies, and recommended the appropriate level of planning, scheduling, and control.

● Routinely selected by executive staff to lead throughout the year to accomplish difficult, complex missions and projects of national interest that required multi-service, inter-agency, and intergovernmental coordination.

● Aided in the establishment of local policies and procedures, mutual aid agreements, and emergency action procedures, ensuring compliance with all DOD, and other higher authority directives.

● Planned, implemented, and administered physical security, arms ammunition and explosives, auxiliary security force, security awareness, and education, route reconnaissance, and anti-terrorism programs for executive personnel and government resources.

Steinhafels Furniture Inc. – Waukesha, WI 2004 – 2012 Customer Service Representative

● Led cross-functional collaboration with 20+ team members, vendors, and all levels of management; developed and managed all budgets, project plans, deliverables, and timelines ensuring 100% of project milestones were met.

● Administered targeted execution plans, defined by the overarching campaign strategy to ensure optimal customer engagement, and build awareness to drive acquisition and retention amongst business customers.

● Focused on the customer-centric culture of communication, collaboration, & accountability resulting in consistently increased business revenue for all business clients.

● Proactively investigated and resolved over 90 wide range of customer issues while adapting to individual circumstances and applying both diplomacy and assertiveness to assure customer needs were met on time. EDUCATION / CERTIFICATIONS:

Bachelor of Arts in Communications, Minor in Business Marketing Carroll University Jun 2010 Intelligence Analyst School US Navy

Leadership and Management School US Navy

TECHNICAL SKILLS:

Microsoft Office 365 Suite SharePoint Sales Force Slack Asana Operating Systems: MICROS Squirrel Systems CRS Mac Java HTML CSS C++

● Customer Service ● Quality Control/Assurance ● Emergency Management

● Troubleshooting

● Data/Trend Analysis

● Training and Development

● Business Analyses

● Organization/Communication

● Risk Mitigation

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