Heather Livingston
Sr. Client Services Professional
Nashville,TN
Summary
Serviced-focused professional with over 20 years of experience in client support and account management. Dedicated to delivering positive customer experiences to promote loyalty and repeat business. Excellent customer relations aptitude and relationship-building skills.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Senior Contact Center Manager
Rebuilt
Nashville
12.2022 - 05.2023
- Increased productivity by 30% by establishing and overseeing performance targets for contact center agents, implementing coaching and recognition initiatives.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Assisted in recruiting, hiring and training of team members.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
General Manager
Legal Intake Professionals
Nashville , TN
03.2019 - 12.2022
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints which reduced complaints by 25%.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Managed employee reviews, training, schedules and quality.
- Built and implemented training plans for LIP specific products and services.
Senior Account Manager
Legal Intake Professionals/Map Communications
Nashville , TN
03.2016 - 03.2019
- Retained over 95% of client base.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Cultivated productive relationships with business representatives and attorneys and consulted closely to uncover needs and match to available solutions.
- Increased annual revenue goals 35% by selling new services and developing new accounts.
- Provided extensive support in sales, technical and business areas to key accounts.
- Worked with customers to develop strategic business and account plans (QBRs).
Sales Engagement/Operations Specialist
Calero
Nashville , TN
05.2014 - 01.2016
- Administrated various programs including: Salesforce, NetSuite, InsightSquared, Cornerstone Learning, and Sharepoint.
- Assigned sales organization objectives to sales team members in accordance with production schedule to meet business volume demands.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Collaborated with sales team to qualify potential leads through discussion of product and service needs, laying groundwork for selection of powerful combinations of product and service offerings.
- Instructed field sales team members on access and optimal leverage of CRM and other database technologies in cultivating customer relationships and driving sales performance.
- Trained team members in successful strategies to meet operational and sales targets.
Education
Leadership Essentials, Organizational Leadership -
Belmont University
Nashville, TN 03.2019 -
Radio And Television Broadcasting
CSB
Nashville, TN 10.2013 -
Skills
Client Account ManagementCross-Functional Team ManagementMorale ImprovementsMicrosoft PowerPointMotivational LeadershipProcess Development and StreamliningProgram Development
Staff Development & Training
Salesforce
Account Growth
Client Retention
Timeline
Senior Contact Center Manager
Rebuilt
12.2022 - 05.2023
General Manager
Legal Intake Professionals
03.2019 - 12.2022
Leadership Essentials, Organizational Leadership -
Belmont University
03.2019 -
Senior Account Manager
Legal Intake Professionals/Map Communications
03.2016 - 03.2019
Sales Engagement/Operations Specialist
Calero
05.2014 - 01.2016
Radio And Television Broadcasting
CSB
10.2013 -