As the Head of Client Experience and Operations in the ever-changing, fast-paced world of technology, I’m focused on the the overall user experience of Punchkick and the strategy behind our services and business. This touches a range of areas including marketing, client relations, internal processes and structure, and strategic planning. My entire focus is to ensure that Punchkick doesn’t just talk about the client experience, but that we actually live it—requiring collaboration between all of our departments to make sure we present a holistic experience.

My primary objective in the Director of Client Services role at Punchkick was to oversee the strategy and operation of the full client lifecycle to maximize client success and retention. Key role responsibilities: • Optimize and enhance end-to-end client journey based on metrics and client feedback • Create mechanisms to collect and evaluate client feedback • Develop and implement account retention strategies for key client accounts, positioning Punchkick as a long-term partner • Own and drive KPIs and provide regular reporting company-wide • Lead, expand and help develop the Client Services team • Lead cross-functional team initiatives to continuously improve the client experience—from contracting and account administration to project kickoffs, development and design touch- points, launch and post-launch support • Act as the liaison between clients and internal teams to prioritize issues, review feedback, and identify how we can continuously improve our services and client experience • Support fortune-level brands with high contract values

Oversaw day-to-day communications and account strategy for up to 8 active client accounts at a time, including several in excess of $1m+ in annual services revenue. Implemented strategic account growth initiatives to pitch new projects and grow relationships with existing clients, increasing annual revenue per account by an average of 150% over two years.

Bootstrapped a law practice focused on business, tax, and estate planning. Managed day-to-day operations, built a network of clients, and acted as a trusted advisor for several business clients in an in-house advisory capacity.

Represented clients in commercial litigation matters with an emphasis in contract law. Responsible for signing on new clients and maintaining relationship with current clients. Conducted interviews and counseled clients for settlement meetings, depositions, and court hearings.

Evaluated bank compliance programs and policies with current industry standards and structured new procedures to conform to controlling regulations.Prepared memoranda on a variety of banking law issues and reviewed and revised contractual agreements. Assessed legal inquiries from bank branches and developed solutions to problems. Participated in meetings with board members and banking governance officials.Maintained up to date knowledge of banking and financial industry regulations.

Drafted and filed motions, briefs, and other substantive legal documents.Conducted research and drafted memoranda to reconcile criminal and juvenile legal issues.Participated in client interviews, evaluated client needs, and attended court hearings with attorney.Analyzed, summarized, and organized court documents.Delegated assignments to other employees and supervised work progress.

Interacted effectively with management, co-workers, and restaurant patrons.