Milena Donahue

About

Hi there! I'm Milena and I'm a seasoned admin professional with over sixteen years of experience in managing customer accounts, marketing, executive support, operations and logistics. I have a proven track record of driving client satisfaction, retention, and growth by leveraging a unique blend of strategic thinking, analytical prowess, and a relentless customer-centric mindset. I specialize in project management, ensuring successful operations, and managing complex projects for clients. I have a knack for resolving challenges quickly and effectively, backed by a strong foundation in conflict resolution. My commitment to ethical decisions and practices, along with my adherence to internal policies and government regulations, enables me to build lasting, trust-based relationships. In my recent role, I led teams, supervised staff, and collaborated across diverse backgrounds, creating a synergy that empowered our collective success. Fluent in both English and Spanish, I've successfully orchestrated corporate brand and marketing campaigns, further enhancing client relationships. Some of my valued achievements throughout my career: • Directed operations of fast-paced audio-visual company while managing new and existing accounts. Contributed to the development of new business plan that led to a major win to become the exclusive vendor with high-end audiovisual company. Worked with CEO and marketing to create passive income through VIP service plans that led to a 10% increase in annual revenue. • Exceptional record of building local, global, and government accounts with annual sales of $5 million. I hold a Bachelor’s Degree in Business Marketing from California State University Long Beach, and I'm well-versed in a range of tools such as Salesforce, Mar-tech, Zendesk, Hubspot, Zoho, Portal, Slack, Microsoft 365, Google Suite, SaaS, Quickbooks, and HTML. I'm passionate about helping clients succeed, and my dedication to proactive problem-solving and strategic thinking makes me an ideal fit for your team. Let's connect and explore how I can contribute to your organization's growth! Feel free to connect with me here or at donahuemilena@gmail.com | 310-291-3186

Experience

• Client Success Manager currently seeking new opportunities · SOFTWARE AS A SERVICE FOR BUSINESS2023-06-01 –

  Experienced in managing new and existing customer relationships via a dedicated book of business. Well versed in the accountability for the retention and growth of customers. Proficient in building and fostering relationships with key decision makers and stakeholders across multiple customer teams. Engage customers in strategy conversations to derive maximum value from their investment in service or product. Knack for defining success metrics for clients and producing detailed plans outlining a roadmap to achieve success and share in accountability of their success. Detailed monitoring of customer health in order to create risk mitigation plans if needed. Knowledge of resolving customer inquiries by aligning customers with the right resources. Strong background in the development and collaboration of best practices with team members to continually improve company processes' quality, effectiveness, and efficiency. Partnered with different teams with focus to 'solve for the customer', including onboarding, up-sell, and contract management. Strong focus in promoting the growth of client accounts by uncovering, scoping, and qualifying opportunities where customers can benefit. Understanding of technical roadblocks to make recommendations on solution implementation and core integrations for problem solving.

• Director of Operations And Business Development · Wired AV2020-07-01 – 2023-06-01

  Directed operations of fast-paced audio-visual company while managing new and existing accounts from onboarding new projects to VIP service plan renewals. Contributed to the development of new business plan that led to a major win to become the exclusive vendor with high-end audiovisual company. Worked with CEO and marketing to create passive income through VIP service plans that led to a 10% increase in annual revenue. Worked with vendors and contractors to manage supply chain for projects, including volume purchases across projects to ensure best pricing and establishing exclusive dealerships. Attended vendor conferences to source solutions for our clients and provided workshops for Wired AV teams about these new products to best serve our clients. Worked directly with clients to ensure sales and project completion, including scheduling and troubleshooting remotely via cloud-based apps and follow up. Worked with technology department to build, review, and finalize client bids and proposals in Portal. Used CRM management to follow up with clients on bids and projects to ensure exceptional customer service and secure additional sales with a customer-centric mindset. Managed contractors (interior design, drapery, electricians, landscapers, engineers, technicians, etc.) to complete projects on time and within budget. Processed all invoices and accounts receivables and did quarterly and end of year financial reports. Handled new employee onboarding, training, and supervision and government employer compliance. Kept government licensing and filings accurate and updated. Co-led the brand campaign that included company vehicle wraps, website and social media updates, employee uniforms, and customer swag.

• Event Coordinator · Bobit2019-09-01 – 2020-06-01

  Coordinated trade show logistics, prepared all promotional materials, and aligned events to support company marketing and sales campaigns. Increased client trade show attendance by 25% through creation of bundled packages. Produced weekly reports from trade shows that tracked Key Performance Indicators (KPI) for marketing, sales, and finance teams. Worked with customers on B2B marketing and data analysis services and products. Provided customers with direct sales and logistics support related to trade shows. Updated company website to provide clear messaging and details about events for our customers.

• Director of Marketing And Business Development · Gridworks Inc.2010-06-01 – 2019-08-01

  Assumed full responsibility for managing the office while managing new and existing accounts. Exceptional record of building local, global, and government accounts with annual sales of $5 million. Directed the successful launch of new corporate brand campaign that included digital marketing strategies, including a new logo, a new website, and our social media presence across multiple platforms (Yelp, Google Business, Facebook, and Home Advisor). Boosted SEO and Google rankings that significantly increased new sales and contracts. Created promotional materials (line cards, flyers, pamphlets, etc.) for different client types: churches, bars/restaurants, schools, residential and corporate. Created corporate profile as a preferred vendor in local, state, and federal agency portals and bids that generated new sales contracts across Southern California. Collaborated with operations, sales team, and CEO to implement the new marketing campaign. Handled payroll and employee benefits, sales commission tracking, HR memos, and trainings. Oversaw accounts payable and receivables, tax reports, workers’ compensation audits, credit card and bank account reconciliation. Made all office, account, and project decisions when CEO was traveling and unavailable. Coordinated with CEO and sales team to arrange staff and subcontractor travel arrangements (flights, lodging, visas, etc.) for local and international projects.

• Account Manager · Gridworks Inc.2005-06-01 – 2010-05-01

  Responsible for providing existing and new customer accounts with exceptional service. Responsible for new clients through digital marketing and traditional promotional and sales strategies. Directly worked with CEO and clients to design projects and then coordinated staff, subcontractors, and equipment for successful projects in U.S. and abroad. Followed up with clients before, during, and after delivery of services to ensure customer satisfaction. Arranged domestic and international travel to support our cruise ship projects around the world. Handled accounts payable for 200 plus vendors, including serving as company signee for bank. Increased role in HR duties, and hiring, training, and providing professional development for staff for smooth office operations and high employee morale. Assisted CEO with managing projects to ensure staff and subcontractors delivered services on time and provided exceptional customer service. Scheduled subcontractors for domestic and international cruise ship projects. Organized financial records, including filing of invoices and keeping meticulous records for each project in the company database. Planned all company holiday events including travel arrangements for out-of-town guests.

• Marketing and Executive Assistant · McCabe's Landscape Construction04-01-2024 – 03-01-2025

  ● Oversaw and managed multiple projects from start to finish, ensuring timely completion and adherence to quality standards. ● Implemented and maintained project management systems to streamline operations and improve efficiency. ● Created and optimized Standard Operating Procedures (SOPs) to enhance workflow processes across departments. ● Managed executive calendar and communications, prioritizing tasks and deadlines effectively. ● Collaborated with legal counsel and department heads to facilitate smooth project execution and resolve escalations. ● Developed and scheduled engaging social media content across various platforms to bolster online presence and outreach.

Education

• California State University, Long BeachBachelor of Science - BS, Marketing

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