Project Management Relationship Manager

Janelle Morgan

***********@*****.*** 347-***-**** Jersey City, NJ https://www.linkedin.com/in/janellemorgan1/

PROFESSIONAL SUMMARY

Results-driven Client Experience and Relationship Manager with extensive experience in optimizing CX software for the client journey, leadership, project management, and team collaboration. Proven track record in cultivating dynamic cultures that promote leadership, collaboration, and employee knowledge to create development.

WORK EXPERIENCE

Faculty Communications and Affairs Coordinator Columbia University- NY, NY

liaises with colleagues in the registrar’s office to ensure that published course lists are accurate, classes are scheduled correctly, and appropriate classrooms are secured for all courses. Prepares approval requests for new courses.

Updates curriculum information on the department's website, including schedule of courses, syllabi, registration instructions, and related details.

Assists the DAAF and faculty officers in improving the department's management of courses and curricula using data sources.

Temporary Clientele Experience Manager O.N.S. Clothing - NY, NY

December 2022 – March 2023

●Created and led new marketing processes and system implementations that led to increased client satisfaction

●Managed customer and industry research using various data sources to identify gaps and contribute to organization’s vision for stellar customer service

●Coached and partnered with as many as 15 team members to support professional development

●Developed and updated policy and procedural recommendations to improve customer experience for retention and growth

Contract Client Success Manager (I.T Solutions)-Relationship Retention ESW - East Rutherford, NJ

April 2022 - August 2022

●Managed client expectations, executed on deliverables, and exercised scope control to ensure timely project completion

●Provided consultative expertise to the client, including guidance through key decisions and trade-offs to maintain project scope and timeline

●Worked closely with business customers to positively impact their workplace and achieve business goals

●Assessed client health and developed strategies to mitigate churn through troubleshooting and assessing platform issues

●Met and often exceeded net retention expectations with NPS/ KPIs through data-driven analysis, planning, and execution

Client Relationship and Development Manager Neiman Marcus - Short Hills, NJ

Nov 2021 - April 2022

●Leveraged performance data to ensure team exceeded expectations in a fast-growing agile demanding store

●Implemented company initiatives of Customer Cultivation, Omni Selling Tools and Omni Selling and Service

●Created and facilitated sales trainings between advisors, sales manager and market/metro manager contributing to an increase of over $1M in revenue

●Provided monthly qualitative and quantitative business reports capturing turnover and sales data

●Developed effective events and incentives designed to grow the customer base with particular emphasis on building the local market, which increased customer loyalty

●Coached and mentored advisors on best practices in the areas of building relationships, personalized communication, and product knowledge

●Worked with associates to create and track detailed personal goals and action plans in partnership with Group Sales Manager

Client Service Manager Kering Corporate - NY, NY

Oct 2019 – Nov 2021

●Created and implemented over 50 templates and macros for client service team to support faster and consistent response times

●Managed team of 15 client service advisors in providing potential solutions and maintaining high-quality service of 98% call rate average

●Partnered with boutiques, store operations, and IT to ensure positive in-store and online client experiences while working directly with shipper to create and follow up on claims

●Verified customer orders and liaised with multiple internal partners to manage ongoing customer relationships utilizing CRM tools

Client Experience & Brand Manager Kering Gucci - NY, NY

Jul 2018 - Nov 2019

●Managed team of 30 Client Advisors to ensure ongoing development and engagement

●Recruited and onboarded a high performing e-commerce team (Omni)

●Promptly and effectively handled escalated client calls and supported opening and/closing of client service department as Manager on Duty providing leadership and guidance to Client Advisors

●Effectively address and optimize the client journey using CX Software.

Assistant Store Manager Starbucks - NY, NY

Feb 2015 - Oct 2018

●Assisted and supervised a team of 20 employees to create and maintain the Starbucks Experience for valued customers and partners

●Responded to immediate store needs by utilizing external resources such as Partner & Asset Protection, Partner Resources and Food & Beverage

●Recognized and reinforced individual and team accomplishments through organizational tools and made recommendations to store managers on new, creative, and impactful methods of recognition

EDUCATION/ ADDITIONAL SKILLS

BA Business, Healthcare Administration

St Joseph’s College

Associates, Medical Administrative Assistant Estimated Date of Completion: Oct 2023

Ultimate Medical Academy

Technology: Microsoft Office Suite, SaaS, Salesforce, Okta Verify, JIRA

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