JAMIE HOGAN
Blairsville
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Director of Customer Success & Training
The Launchpad
05.2021 - 07.2024
- Built strong relationships with customers by proactively addressing their issues and concerns
- Evaluated the effectiveness of current customer success initiatives and made recommendations for improvement
- Analyzed customer data to identify trends and patterns in user behavior
- Assisted in resolving escalated client concerns in a timely manner
- Answered client queries and handled complaints
- Conducted regular training sessions for clients and staff on best practices
- Reviewed completed work to verify consistency, quality, and conformance
- Resolved customer inquiries and complaints requiring executive-level escalation
- Trained new employees to meet job requirements
- Collaborated with marketing team members to design promotional materials
- Reduced churn rate by proactively identifying at-risk accounts and implementing tailored solutions.
- Identified root causes of customer churn by analyzing account data, implementing strategies to address specific pain points and win back lost business.
- Developed and maintained long-term client relationships for increased retention and revenue growth.
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
Broker Development Representative
Extensis
09.2015 - 11.2021
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
- Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Developed and maintained strong working relationships with professionals within assigned territory.
Assistant Director Of Client Services
Alorica
05.1993 - 12.2012
- Spearheaded the development of a comprehensive training program for new hires, enhancing staff competence and performance quality.
- Enhanced client satisfaction by effectively managing the client services team and ensuring timely resolution of issues.
- Championed customer-centric initiatives within the company, reinforcing an unwavering commitment to providing exceptional service experiences across all touchpoints.
- Analyzed metrics and data trends to identify areas for improvement within the department, driving continuous enhancements in service delivery.
- Managed high-profile projects for clients, delivering exceptional results that led to long-term contracts and referrals from satisfied customers.
- Facilitated open lines of communication between the client services department and other divisions within the organization, encouraging collaborative problem-solving approaches.
- Mentored junior team members as they progressed through their careers, fostering talent retention within the organization.
- Coordinated cross-functional teams to address complex client issues, facilitating successful resolutions and strengthening partnerships.
- Participated in industry events and conferences to maintain a strong understanding of market trends, leveraging insights to inform strategic decision making.
- Developed strong relationships with key clients through regular communication and personalized attention to their needs.
- Conducted regular reviews of procedures and protocols pertaining to data privacy compliance requirements.
- Negotiated favorable terms on behalf of clients during contract renewals with vendors or partners.
- Evaluated staff performance regularly by conducting thorough assessments, providing constructive feedback, and offering opportunities for professional development.
- Established clear objectives and expectations for the team, fostering a culture of accountability and high performance within the department.
- Developed and maintained existing client relationship and developed new client relationships.
- Scheduled sales visits in assigned territories.
- Maintained and executed yearly formal business plans.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Prepared sales presentations for clients showing success and credibility of products.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Education
Bachelor of Science -
Murray State University
Murray, KYSkills
- Schedule Management
- Lead Generation
- Relationship Building
- Onboarding and Orientation
- Training and Development
- Team Leadership
- Employee Coaching and Mentoring
- Customer Relationship Management
- Client advocacy
- Data-driven decision making
- Salesforce proficiency
- Customer retention strategies
- Campaign management
- Positive attitude
- Teamwork and collaboration
- Attention to detail
- Time management
- Multitasking Abilities
- Computer skills
- Team leadership
- Active listening
Certification
- EOS (Entrepreneurial Operating System) Leadership training - Traction
- Dare to Lead Leadership training
- Change your Mind, Create New Results Leadership training
- Sandler Sales Training
Timeline
Director of Customer Success & Training
The Launchpad
05.2021 - 07.2024
Broker Development Representative
Extensis
09.2015 - 11.2021
Assistant Director Of Client Services
Alorica
05.1993 - 12.2012
- EOS (Entrepreneurial Operating System) Leadership training - Traction
- Dare to Lead Leadership training
- Change your Mind, Create New Results Leadership training
- Sandler Sales Training
Bachelor of Science -
Murray State University
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