ELIZABETH SCHMUTZ
BLUE BELL,PA
Summary
Strategic Senior Director with a proven track record of transforming underperforming organizations into top revenue producers. Known for excellent customer relationship skills, operational expertise, and extensive experience in policy regulation and budget management. Skilled in team building, leadership, and motivating employees to drive performance. Tech-savvy innovator, adept at identifying and implementing technological solutions to enhance productivity. Strong collaborator, with a focus on achieving business objectives, improving employee engagement, and delivering results in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Sr, Director of Account Management
ShipMonk
06.2024 - Current
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Led development of business operation processes and policies.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Responsible for a portfolio of $285M and 172 accounts
- Retention rate of 95%
Regional Director, Client Experience
ShipMonk
02.2023 - 06.2023
- Attended weekly meetings to discuss and optimize strategies.
- Visited sites periodically to view service levels and adherence to global service standards.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Responsible for a portfolio of $160M in revenue and a team of 35 employees.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Director, Client Experience
ShipMonk
01.2022 - 02.2023
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Responsible for a portfolio of $95M and a team of 10 employees.
Account Management
Radial
01.2019 - 01.2022
- Initiated communication and problem-solving regarding customer concerns
- Managed client's customer needs and proposed potential solutions
- Orchestrated knowledge sharing meetings with peers
- Built, maintained, and grew relationship with customer points of contact throughout client's organization
- Maintained account relationships to create revenue growth
- Identified, troubleshooted and follow-up on customer issues
- Hosted focus groups to identify areas of improvement for employee engagement
- Collaborate with outside departments to help role out new programs
- Responsible for a portfolio of $100M and a team of 9 employees.
Client Services Analyst
Radial
10.2014 - 01.2019
- Exercised good judgement and decision making in internal and client interactions
- Prepared reports by collecting, analyzing, and summarizing information pertaining to the client's business
- Identify and prioritize opportunities and manage a pipeline of opportunities
- Monitored standard operating procedures and made recommendations for corrections
Brand Specialist/Seasonal Supervisor
Radial
05.2009 - 10.2014
- Represented Radial regarding quality concerns
- Developed support materials and conducted end-user training as needed
- Owned the client relationship regarding customer service
- Created knowledge base for agents
- Created and delivered client specific training
- Seasonal supervisor managing phone representatives
- Created and rolled out a process to help Client Success and Clients identify trends that customers were contacting customer care for
Customer Service Representative
Radial
11.2007 - 05.2009
- Listened to customers and maintained friendly, positive, professional attitude
- Received inbound calls from customers regarding their orders
- Prevented escalations by addressing the customer's issue in a timely manner
Fulfillment Associate
CVS Distribution Center
03.2006 - 10.2007
- Placed product in correct location per documented process
- Worked effectively in team environment as well as individually
- Completed quality checks
- Met UPH goals
Education
Some College (No Degree) - Early Childhood Care And Education
Indian River State College
Ft. Pierce, FLHigh School Diploma -
West Babylon High School
West Babylon06.1999
Skills
- Culture transformation
- Team management
- Core values management
- Team building and motivation
- Collaborative leadership
- Adaptability
- Problem Solving
- Business Acumen
- Improvement Plans
- Organizational development
- Key performance indicators
- Policy development
Timeline
Sr, Director of Account Management
ShipMonk
06.2024 - Current
Regional Director, Client Experience
ShipMonk
02.2023 - 06.2023
Director, Client Experience
ShipMonk
01.2022 - 02.2023
Account Management
Radial
01.2019 - 01.2022
Client Services Analyst
Radial
10.2014 - 01.2019
Brand Specialist/Seasonal Supervisor
Radial
05.2009 - 10.2014
Customer Service Representative
Radial
11.2007 - 05.2009
Fulfillment Associate
CVS Distribution Center
03.2006 - 10.2007
High School Diploma -
West Babylon High School
Some College (No Degree) - Early Childhood Care And Education
Indian River State College
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