REAL WORLD

EXAMPLES OF LEADERHIP
Show More

GIVEAWAYs

TAKEAWAYs

THE JOURNEY

What I Gave

  • Delivery of the largest increase in customer satisfaction scores in the history of the company

  • Simplifying the sales process in the CRM to make it more user-friendly to our sales team

What I Got Back

  • The realization I could successfully lead teams around the globe remotely. 

  • Recognition that I could step into a role like Sales Operations in which I had no experience and leverage my transferable skills to make an impact.

Director of Customer Experience/
Sales Operations
DigitalGlobe
VP of Operations
Travelers Haven

What I Gave

  • Sustainable and scalable business model for fast-growing company

  • Ambitious new team and compensation structures to increase revenues

What I Got Back

  • How to impact millenials

  • Ops of $100M+ company

What I Gave

  • Significant KPI improvements in the Customer Service unit including: Phone service level 24% increased to 86%, Net Promoter Score from 59 to 70, Web Response time lowered from 18 hours to 8 hours and order fulfillment error decrease from 3.65% to 1.6%

  • Successful integration of a newly acquired brand leading to increased KPI performance with 35-40% less headcount as well as successfully setting up an additional call center in less than 6 weeks to immediately impact the poor customer service KPIs of the acquired company

What I Got Back

  • Knowledge of how to work across silos in a fast growing company to solve problems that prevent scalability and cooperation among different teams

  • A deep understanding of customer service operations, KPI's, technology and how to lead 400+ people

Director of Strategic Projects
Otterbox

Skill Sets

AT A GLANCE

TEAM BUILDING

90%

PROJECT  MGMT

87%

    36COMMUNICATION

95%

STRATEGIC INTENT

93%

"GSD "getting stuff done

96%

DOG LOVER

120%

 TOLERANCE FOR THE

"WORD "CAN'T

?What

MBA, Management · December 2006 · cum Laude · University of Miami, Coral Gables, FL 
MS, Sport Administration · 1995 · Western Illinois University, Macomb, IL
BA, Psychology; Minor, Business Administration · 1992 · Eastern Illinois University, Charleston, IL

Coaching training through Coach University and the Professional Business Coaches Alliance. 
Certified to administer both DISC and EQi profile instruments
PMI Certified Associate in Project Management 
Global Professional in Human Resources certification
Long-time member of the Board of Directors of the Women’s Bean Project

Current member of the board of directors of Colorado Leadership Cares

EDUCATION & CERTIFICATIONS

Penni Key

BIGGER RESULTS~ 
THROUGH
PEOPLE, PROCESS & HEART

PK

Leadership Profile
  • OPERATIONS & PEOPLE

  • STRATEGIC IMPLEMENTATION

  • CUSTOMER EXPERIENCE & SUCCESS

“Get it done” yet compassionate leader with strengths in project management, engineering enhanced customer experiences, defining continuous improvement processes, gaining consensus and building powerful teams that consistently deliver on objectives. 

 

Strategically leads to ensure infrastructures and support systems remain responsive to business demands, and changes in industry trends and practices. Combines business acumen, with a strong focus on cost containment,efficiencies, and customer satisfaction. Improves strategic decision-making, establishes sound fiscal solutions, and communicates complex value propositions to board members, executive peers and professional staff. Cultivates and nurtures the talent, competencies, and personal strengths of teams and staff, infusing them with the capabilities needed to achieve high performance.

CONTACT
BIGGER RESULTS~ 
THROUGH PEOPLE,PROCESS & GRIT

PENNI KEY, MBA

pennikey@gmail.com

cell 303.621.4470

  • LinkedIn Social Icon
 
 
 
 

REAL WORLD

EXAMPLES OF LEADERHIP

Click images below to learn more.

Show More

"PK is a rare and unique talent. Few people can drive change and operational excellence as effectively and efficiently as PK. Working with her is a joy because...

1) You can completely trust what she says and commits to.

2) She knows how to make work a pleasure with a purpose.

3) Any process or initiative she works on, improves and gets better!"

~ David Turner, CEO at Contegix

GIVEAWAYs

TAKEAWAYs

THE JOURNEY

"Do you want to make an immediate positive impact on your bottom line through streamlining operational efficiencies? PK is your gal! She’s the sharpest operations person I’ve ever had the privilege of working with. Above all, she’s results-oriented and cares deeply for her team, the company and its goals."

~ Brian Gerbetz

Director of Growth Marketing

Hotel Engine & Travelers Haven

Operations & Customer Service Consultant
Travelers Haven

What I Gave

  • Focus on capturing processes to document best practices and erase a productivity bottleneck that directly impacted sales

  • Ambitious new team and compensation structures to increase revenues

  • Located, leased and established A-Z infrastructure of a second office space in less than 30 days 

What I Got Back

  • How to impact millennials

  • The realization I could successfully be the #2 in a $100m+ company

What I Gave

  • Delivery of the largest increase in customer satisfaction scores in the history of the company

  • Simplifying the sales process in the CRM to make it more user-friendly to our sales team

What I Got Back

  • The realization I could successfully lead teams around the globe remotely

  • Recognition that I could step into a role like Sales Operations in which I had no experience and leverage my transferable skills to make an impact

Director of Customer Experience/
Sales Operations
DigitalGlobe

"PK is simply impactful! PK knows how to work with people to get the job done and knows how to effectively drive, motivate, encourage, engage, to get buy in and support to get things accomplished."

~ Brett Muratori

Solution Technical Lead

DigitalGlobe

What I Gave

  • Significant KPI improvements in Customer Service unit including: phone service level 24% increased to 86%, Net Promoter Score from 59 to 70, web response time lowered from 18 hours to 8; and order fulfillment errors decreased from 3.65% to 1.6%

  • Integration of a newly-acquired brand, leading to increased KPI performance with 35-40% less headcount, and set up of an additional call center in less than 6 weeks to immediately impact  poor customer service KPIs of the acquired company

What I Got Back

  • Knowledge of how to work across silos in a fast growing company to solve scalability  problems and improve cross-team cooperation

  • Deep understanding of customer service operations, KPI's, technology and how to lead 400+ people

Director of Strategic Projects
Otterbox

"PK is one of the most genuine executive leaders I have ever met and worked with. No matter what team she’s leading, I’ve seen PK leverage the approach of MBWA to engage her team transparently, coach them at a personal level, and inspire them to drive to a goal. In my perspective, the most important gift that PK brings to the table is that her teams feel listened to, validated, and empowered to take action, all while developing into a high performing team and naturally following her."

~ Stacey Pearson

Director of Business Process Management

OtterBox

Director of Administration
Boettcher Foundation

What I Gave

  • Directed renovation of an additional 2500 sq. ft. of adjacent office space for the organization, and negotiation of lease for that space.  Projected time estimate was 6-7 weeks -- project was completed under budget in 4 weeks

  • Updated the organization's communications and branding -- including complete website redesign for relevant, effective communication with stakeholders

  • Researched, purchased, and rolled out comprehensive performance management system that aligns goals with organizational strategy and rolls up those factors into comprehensive and legal performance evaluations for each staff member

What I Got Back

  • Realization that I could step into the ambiguity of  a newly-created position and make successful impact

  • A vast understanding of the foundation world and a love for nonprofits -- which led to me seeking and getting a position on the Board of Directors of the Women's Bean Project

"I have been a subcontractor to the Boettcher Foundation and completed a number of projects that impacted areas of PK's responsibility. She has a great ability to cut to the chase, clearly communicate priorities, and to identify and address hard questions. She does this in a manner that lets you know she is paying attention and takes her oversight role seriously but does it in a gracious and respectful manner; a rare combination. She always keeps the organization's best interests at heart. Her passion and drive make her an excellent leader and she has certainly been a great asset to the Boettcher Foundation."

~ Matt Lausten

 CPA Partner & Boettcher Scholar Alumni

"PK has the rare ability to engage people through every process which can be attributed to her skillful art of listening. She is humble and takes the time to develop relationships while expecting nothing in return. I must warn everyone not to fear her energy; it’s addicting!"

~ Tomas Jimenez

former direct report & coaching client

University of Miami

Associate Athletic Director
University of Miami

What I Gave

  • Successfully delivered on an 18-month national accreditation project that led to my being given the Provost's scholarship to obtain my Executive MBA for free

  • Mentored 5 young administrators who all went on to be high-ranking administrators at Division I universities

What I Got Back

  • I learned how to coach to performance from some of the best coaches in the business including being involved in several national championships

  • Obtaining my Executive MBA was a life and career-changing decision that has impacted each subsequent role I have had ever since

© 2017   www.pennikey.com