Customer Success Project Management

TAMI B. COUNCIL

Griffin, GA • 646-***-**** • **************@*****.*** • www.linkedin.com/in/tamiko-council-2340a11b CUSTOMER SUCCESS MANAGER PROJECT MANAGER

A dynamic and results-driven professional with 13+ years of experience centered on building and maintaining long- term customer relationships, driving revenue growth, and ensuring customer satisfaction. Adept in leveraging transferrable skills including customer success, project management, and operations planning to effectively manage highly visible projects, collaborate with cross-functional teams, and drive successful business outcomes. Lead process improvements and enhancements to achieve seamless workflows and daily operations. Innovative, natural problem-solver who can expertly negotiate, influence, and act on opportunities. Proactive and dependable leader with keen attention to detail and an unparalleled commitment to the highest standards of professional service. Always willing to go above and beyond to lend a hand, to jump in and assist, and to provide support within the workplace. Strong communication and leadership skills, with a proven track record of managing complex responsibilities to achieve measurable business outcomes. Core Competencies

Customer Success Account Management Growth Strategies Budget Management Project Management Client Onboarding Negotiations & Contracts Complex Decision-Making Team Building & Leadership Client Relationship Building Business Development Process Improvement Key Performance Indicators (KPIs) Technical Proficiencies

ADP Casamba EMR/HER EPIC IDX Medic Microsoft Office Suite (Access, Excel, Power Point, Word, Outlook) MS SQL Server Mysis Occusource Prognosis Quality Control Management System (QMS) QuickBooks Smart / Point Click Care Tactus XERO Yardi CRM

Professional Experience

PRUITT HEALTH - GRIFFIN • Griffin, GA • 2023 to Present PruittHealth is a healthcare company that operates skilled nursing, assisted living, and home health facilities in the southeastern United States, with specialties including rehabilitation, hospice care, and palliative care. Sales, Marketing, & Admissions Director

Play a critical role in ensuring patients receive the highest level of service by coordinating the admission, transfer, and discharge of all patience accepted in the facility. Employ principles of customer success, customer service, account development, and project management to effectively engage, educate, and support patients and their family members.

• Accurately perform both pre-admission and admission processes to ensure a smooth transition for patients, families, and referral sources; gather and verify all pertinent information such as financial and billing data prior to admission.

• Ensure vacant rooms are ready prior to admission and maintain consistent communication with patients and families to address their unique needs and concerns regarding their stay.

• Facilitate daily visits following admissions to ensure a seamless transition and orientation to the healthcare center environment.

• Demonstrate subject matter expertise during the application of all federal, state, and local regulations to ensure 100% compliance of the admissions process.

• Maintain up-to-date agency referral data and reporting; proactively manage the waiting list file, demonstrating strong project management skills related to the end-to-end admissions process.

• Meet all metrics for mailing follow-up thank you letters to families within one week of admission, demonstrating a strong focus on customer success and satisfaction.

• Noteworthy Accomplishment – Quickly learned the full-scale process, identified gaps, and subsequently designed a new metric system to measure sales and marketing team performance.

SKILLS HIGHGLIGHTS

• Client Retention

• Relationship Building

• Client Engagement

• Client Advocacy

• Cross-Selling

• Performance Metrics

TAMI B. COUNCIL Page 2

THE ADDISON OF FAYETTEVILLE • Fayetteville, NC • 2022 The Addison of Fayetteville provides high-quality independent living, assisted living, wellness, and memory care service to seniors with a focus on creating comfortable, and engaging residential environments for program participants. Director of Sales & Marketing

In this highly visible leadership role, partnered with the program director, and supported by the sales and marketing team to deliver a full suite of customer-centric sales and marketing initiatives. Planned events to include seminars, speaking engagements, and themed gatherings to generate leads and interest in the company’s services. Served as the go-to point person for customer relations; developed and deepened relationships with prospects, residents, family members, healthcare providers, and partner agencies.

• Ensured 100% follow-up with all leads from walk-ins, phone calls, and written inquiries; personally engaged with prospects and successfully converted accounts.

• Performed detailed needs assessments and created accurate cost estimates to educate and inform each prospective customer on the value of the services offered by the company.

• Expertly negotiated contracts by demonstrating empathy and by emphasizing comprehension of each customer’s unique needs; commended for customer service skills which resulted in 75%+ for customer service scores, surpassing expectations.

• Monitored sales results, generated reporting, and identified areas of improvement to continuously seize additional opportunities for growth and expansion in the market.

• Instituted a new community outreach program that generated a 15% increase in overall sales for the organization; outreach consisted of education to the community, new partnerships with local various healthcare providers, and a new transportation program for cancer patients.

• Noteworthy Accomplishment – Created new approaches to marketing which drove foot traffic by 50% and word-of-mouth referrals by 50%; created health fairs, partnered with the Meals on Wheels program, set up support groups for family members, and established weekly activity sessions for seniors in the community to increase sales.

• Noteworthy Accomplishment – Successfully improved residency admission rates by 50% by identifying gaps in processes, and then implementing new sales initiatives to fuel interest in brand. Earlier Career

ADMISSIONS DIRECTOR MARKETING DIRECTOR • The Greens at Pinehurst, Pinehurst, NC • 2020 to 2022 ADMISSIONS COORDINATOR • Laurels of Chatham, Pittsboro, NC • 2019 to 2020 FRONT OFFICE COORDINATOR • Integrated Pain Solutions, Fayetteville, NC • 2018 to 2019 HEALTH INFORMATION MANAGER • Liberty Commons Nursing & Rehabilitation Center, Sanford, NC • 2017 to 2018 Education

WALDEN UNIVERSITY • Master of Business Administration • 2025 FAYETTEVILLE STATE UNIVESRITY • Bachelor of Science in Business Administration – Healthcare Management • 2013 FAYETTEVILLE TECHNICAL COMMUNITY COLLEGE • Associate of Applied Science in Business Administration, Marketing, and Retailing • 2010

TRAINING & DEVELOPMENT • Avoiding Common Pitfalls in Customer Success Management Business Fundamentals for Customer Success Managers Customer Success Management Fundamentals Community Involvement

VOLUNTEER • American Red Cross, Fort Bragg, NC • 2020 VOLUNTEER MEDICAL ASSISTANT • Womack Army Medical Center, Fort Bragg, NC • 2009 to 2010 SKILLS HIGHGLIGHTS

• Account Management

• Cross-Team

Collaborations

• Consultative Selling

• Client Relationship

Development

SKILLS HIGHGLIGHTS

• Sales & Marketing

• Customer Service

• CRM Management

• Sales Metrics

• Project Planning

• Process Improvements

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