Vice President Change Management

DANIELLE MATTHEWS

440-***-**** ********.*****@*****.*** linkedin.com/in/daniellemmatthews

CHANGE MANAGEMENT CUSTOMER SUCCESS ORGANIZATIONAL LEADERSHIP Vice President with 9+ years of experience in organizational leadership and account management, overseeing $18M+ in Fortune 500 accounts.

KEY SKILLS

Core Competencies: Acquisition Management, Change Management, Business Growth, Operations, Forecasting, Process Development, Vendor Management, Root Cause Analysis, Branding, Relationship Management, Key Performance Indicators (KPIs)

Technologies: Microsoft365, SharePoint, Adobe Creative Cloud, Salesforce, Service Channel, Zoom, Adobe Sign, DocuSign, Power BI, CRM Systems, ERP Systems, MIS

WORK EXPERIENCE

DIVISION VICE PRESIDENT November 2021 – Present

Stratus Unlimited – Mentor, OH

● Manage an account base of $18M Fortune 500 clients, providing maintenance solutions for the current and future assigned business book's overall strategy, growth, and operations

● Direct a high performing of 4 Account Managers, indirectly leading 30+ personnel

● Maintained 90% + customer satisfaction scores for top 5 clients, as shown by client-provided scorecards

● Surpassed departmental goals with Customer Satisfaction KPIs exceeding an 85% success rate

● Conducted five client-facing meetings each week to review KPIs and coach Account Managers on developing action plans: improved individual performance by 5% each quarter

● Monitor open accounts receivable reducing average days delinquent by 15 days across a $18M portfolio, and improving cash flow predictability

● Collaborated with Learning & Development to implement a mentorship program pairing seasoned CSMs with new hires, resulting in a 15% faster ramp-up time for new team members CLIENT SERVICES MANAGER September 2018 – November 2021 The Kennedy Group – Willoughby, OH

● Exercised fiscal responsibility, prudently managing departmental budgets valued at $14M, and led a diverse team of twenty professionals across departments: Customer Service (10), Graphic Design (3), Marketing (2), and Sales (5)

● Realized $650,000 revenue growth seven times growth by leading a product line expansion, focusing on brand awareness and market potential

● Slashed the Order Entry error rate from 47% to under 15% by implementing Standard Operating Procedures

(SOPs) and encouraging cross-functional collaboration

● Spearheaded a transition from direct mail to digital marketing, directly enhancing customer engagement metrics by 40% and boosting lead generation by 64%

● Led the implementation of new CRM, MIS, and ERP systems resulting in automated processes for 15% efficiency gain, 10% reduction in downtime, and a 20% reduction in error rate

● Executed the integration of a competitor's acquisition resulting in $1.5m revenue growth DANIELLE MATTHEWS 440-***-**** ********.*****@*****.*** Page 2

● Forged partnerships between customer service and production, directly resolving 95% of escalated technical issues within 30 days and improving the overall customer experience and satisfaction ACCOUNT DEVELOPMENT MANAGER June 2016 – September 2018 MC Sign Company – Mentor, OH

● Strengthened relationships with more than fifty client accounts, ensuring retention and growth

● Managed a team of 8 Service Managers and 2 Project Managers, promoting communication and productivity

● Led training programs for new managers on reporting, client interaction strategies, and team leadership

● Mediated disputes between operations and customer service teams, facilitating meetings between stakeholders ensuring on-time project delivery for critical clients, resulting in zero contract cancellations

● Orchestrated strategic alignment meetings between sales, operations, and project management; achieved 98% client satisfaction scores by translating expectations into actionable project plans

● Presented comprehensive quarterly performance reports to 15+ key accounts, incorporating client feedback and securing executive buy-in on proposed strategic adjustments within a 7-day turnaround EDUCATION

Bachelor of Arts (BA) in Organizational Leadership – Minor: Human Resources Cleveland State University – Cleveland, OH

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