![Gavin Johnston](https://jobicy.com/react/themes/app/images/avatar.jpg) Gavin Johnston # Client Services Lead Actively looking · Member since 7 Sep 2023 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryUnspecifiedWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a reliable, detailed, and data-driven professional. My roles and experience highlight my thoughtful approach to service, design, and project management. In each of my previous positions, I have grown beyond the scope of my original roles and directly influenced overall performance across teams and companies. ## Skills 8 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Project Management](https://jobicy.com/talent/project-management.md)[Strategy Development](https://jobicy.com/talent/strategy-development.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[User Experience Design](https://jobicy.com/talent/user-experience-design.md) ## Experience Career history ### Client Services Team Lead · PWCC Marketplace LLC 10/2020 – 5/2023Devised and stewarded strategic stakeholder engagement plan to improve client retention rates by 25% within 2 months by producing SOPs across teams for unified policy and official standpoint • Piloted and implemented an interdepartmental strategic communication plan scaled from 50 to 200 employees, including routine communications to management, clients, and team members • Data analysis of external user trends and internal user data to deliver quality improvement strategic proposals • Establish and assess key service metrics and workforce development of 12 remote employees • Weekly executed upwards of 40 personal client cases with a 95% success rate • Practice of project management and Lean methodologies, advanced digital literacy for spreadsheet and word processing software ### Bartender · East India Bar and Grill 11/2019 – 10/2020• Designed and implemented a diverse selection of signature beverages, which are still served today • Employed design-thinking methods to collaborate with culinary team, ensuring seamless integration of new beverage concepts • Practitioner of service-design methodologies (service blueprinting, empathy mapping) to optimize front and backstage operations • Conducted market research and trend analysis to identify emerging service trends and consumer preferences • Produced and led a 5-week onboarding and mentorship program for new service staff • Keen eye with exceptional attention to detail and accuracy in all tasks and strategic plans ### Apprentice, Project Manager · Cody Kime Designs 9/2018 – 11/2019• Executed and support cross-functional projects, overseeing all aspects from ideation to successful installation, adhering to timeliness, budgets, quality standard, and client vision • Spearheaded competitive analysis and user-centric research to earn bids for products (metal fabrication) and installation across healthcare and retail industries, and private residences alike • Demonstrated expertise in design software (eg Fusion306, AutoCAD) to develop design proposals and renderings • Employed risk management techniques (eg root cause & SWOT analysis) to identify and mitigate potential risks • Develop and pitch clean sheets (ie project charters) including cost breakdown analysis, material and labor details, and cost estimates. Direct oversight of materials inventory and vendor relationships • Completed 200 hour Proficient and certified in welding, woodworking, metal work, and installation • Exceptional interpersonal, empathic communication skills to handle changes to project scope and stakeholder expectations ### Orientation Coordinator · Seattle University 1/2015 – 12/2015• Employed strategic and thoughtful gathering skills to design 3-day orientation program for 1200 students, including all logistics, interdepartmental coordination, and supervision of orientation staff • Oversee the recruitment, hiring, and onboarding of 50 team members • Devised and hosted alignment session with university staff to improve student retention for incoming students • Curriculum development of robust staff training program including topics such as group facilitation, active bystander skills, cultural humility, and life transitions ## Education Learning history ### Seattle University 2013 – 2016Bachelors of Arts in Economics This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.