Project Management & Process Improvement Leader

AMY WALSH

Plant City, FL ****************@*****.***

802-***-**** https://www.linkedin.com/in/amy-walsh-4320a6143/ PROFESSIONAL PROFILE

Data-driven and decisive customer success champion. Solutions expert with proven international team leadership of cross-functional work groups and external clients. Successful project management of strategic initiatives involving meticulous planning, innovative tactic execution, multiple touch points, and precision targeted communications. Self-motivated data engineer with track record of increasing responsibility and reciprocal contribution. Lifelong learner, continuous improvement advocate, and problem solving fanatic. CAREER HISTORY

Customer Success Manager TUNE – Seattle, WA 01/2022-02/2023 I managed a book of 80 clients. As a Customer Success Manager I was responsible for owning the business of current clients and serving as a main point of contact for strategic accounts. I built deep relationships with my clients and worked to help them optimize the platforms to grow their business. I provided platform training as well as diagnosing and fixing errors in their tracking links. I renewed their annual contracts, made sure their current subscription allowed them to scale and was responsible for upselling new products to current clients.

• Suggested 10 product improvements that saved time, and created a better user experience

• Attended in person annual meetings where I gave unique presentations

• Structured and provided over 2,000 clean, monetized links

• Achieved high customer satisfaction and saved 2 major accounts from churn

• Worked cross-departmentally to achieve client success and hit every quarterly target

• Resolved technical and non-technical issues, eliminated inefficiency Executive to CEO & Customer Success Team Lead FMTC – Austin, TX 06/2016 – 10/2021

Led daily operations for Customer Success Team, remotely supervising more than 30 employees. Responsible for hiring, training, and performance management to consistently meet or exceed targeted KPIs. Achieved 99% customer satisfaction score while increasing revenue and reducing expenses. Managed projects, tracked progress, and communicated with key stakeholders. Established, maintained and leveraged strong professional relationships with employees and clients to identify pain points and formulate solutions.

• Improved productivity 30% through workload assessment and new operational processes

• Increased annual revenue ~$250,000 while reducing team expenses ~$125,000

• Structured and provided over 70,000 clean, monetized links per month

• Achieved 99% customer satisfaction serving three enterprise clients and 14,000 merchants

• Curated new software platforms, videos, and quizzes for individual and team development

• Resolved technical and non-technical issues, eliminated inefficiency, authored over 100 user stories Owner/Operator Walsh Enterprises – Elizabeth City, NC 01/2008 – 01/2020 Founded home-based business while working toward Bachelor’s Degree. Opened and sold unique creations through personal ETSY store. Created individual customer accounts, provided client onboarding, managed production timelines project, and ensured timely delivery of all merchandise.

• Authored two books and published daily inspirational posts to website and three social media feeds

• Provided photography and content messaging for promotional advertising

• Consistently enjoyed stable flow of 90% repeat and 10% new business annually AW

EH Collaborative Teacher SAU 38 – Keene, NH 08/2001 – 06/2009 Worked one-on-one with at-risk students. Differentiated instruction according to individual skill levels and engaged students utilizing 60% focused instructional strategies and 40% hands-on activities. Strengthened positive relationships with students, parents, and other teaching staff. State cut program funding in 2009.

• Monitored student progress using exams and assignments to ensure 80% comprehension or better

• Implemented a positive classroom environment by reinforcing 10 Rules for Behavior Customer Service Representative Bank of New Hampshire – Keene, NH 09/1998 – 09/2001 Advised small businesses and consumer clients in selection of bank products and financial services. Ensured customer loyalty and satisfaction by monitoring and maintaining company service and security standards.

• Reviewed and approved security transactions, verified and signed confirmation paperwork

• Built client base by contacting prospective customers, assessing needs, and recommending services EDUCATION

Elizabeth City State University Elizabeth City, NC 2019 Bachelor of Science: ENGINEERING TECHNOLOGY

• Magna Cum Laude

Ashworth College Norcross, GA 2001

Associate of Arts: EDUCATION

• Summa Cum Laude

Ashworth College Norcross, GA 2000

Associate of Arts: PSYCHOLOGY

• Summa Cum Laude

ADDITIONAL TRAINING & CERTIFICATION

Culture Index: Personality Assessment 2021

Certification

Customer Experience: Journey Mapping 2021

LinkedIn Learning Certification

How to Resolve Conflicts 2021

LinkedIn Learning Certification

Onboarding and Adoption – Best Practices for Customer Success Management 2021 LinkedIn Learning Certification

Professional Development in Crisis Prevention Intervention 2000 Ashworth College Sponsored Certification

SOFTWARE PLATFORM PROFICIENCY

• MySQL • Workday • Freshworks

• Zendesk • Workable • Freshdesk

Amy Walsh Page 2

• Jira • Hubspot • Microsoft Excel

• Salesforce • Hubstaff • Microsoft Word

• Slack • Trello • Google Suite

COMMUNITY SERVICE & VOLUNTEERISM

U8 Soccer Coach AYSO 01/2017 – Present

Sunday School Teacher Fountain of Life 08/2015 – Present References available upon request

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