Aezel Faith Lazo-Treadwell Email & Phone Number

New York, United States

Successfully managed renewals, upsells, and contracting for approximately 150 SMB accounts totaling in 3.2 MM in ARR, demonstrating exceptional attention to detail and customer satisfaction. Led the sales process for a product, supporting revenue growth and fostering strong client relationships. Proficiently handled and resolved customer escalations, ensuring swift resolution and maintaining positive rapport with clients.Key Accomplishments:-100% of renewals processed by deadline, allowing for quicker revenue realization-Solely responsible for 1/3 of total contracting for a product, enabling billing to the vendor for $100k in one-time fees and $15k in quarterly maintenance.-Saved Account Management team 2 hours per week (per AM) by optimizing team meeting structure-Received 5 awards for “Think Yes Before No” (x2), “Focus on your Customer” (x2) and “Learn, Teach, and Grow” for improving processes and prioritizing customer satisfaction-Authored customer FAQ and internal guides, accelerating issue resolution and bridging knowledge gaps within the team-Analyzed email response rates and collaborated with teams to optimize communication strategies, increasing response rates by 30%

An intensive eight-week program, led by instructional coaches and industry professionals, encompassing over 300 hours of rigorous training focused on mastering the intricacies of CS workflow, delivering exceptional customer service, and retaining client satisfaction. -Selected in the top 2% of applicants for a program offered to high-potential individuals preparing for a CS role in SaaS

Adeptly tracked sales data and implemented strategic merchandising adjustments to optimize revenue generation. Introduced new operational processes to enhance efficiency and streamline workflows, while effectively managing customer escalations to ensure satisfaction. Additionally, provided leadership and guidance to 30 employees, fostering a cohesive team environment and driving performance excellence. Key Accomplishments: -Promoted to Acting Store Manager for 3 months; effectively communicated policy updates from corporate leadership -Received 2 awards for Outstanding Customer Service based on my ability to actively listen and de-escalate customer/ store related issues -Strategically revived the Juniors department (along with other departments) by restructuring the layout and merchandising creatively, increasing sales by 5% the following months -Implemented new operational processes and customer experience features resulting in an adoption rate of 85-90%

Oklahoma City, Oklahoma Area

Consistently prioritized customer satisfaction and crafted positive experiences through attentive service and relationship-building in a dynamic, fast-paced environment. Demonstrated versatility by seamlessly juggling various responsibilities, resulting in the retention of new customers and fostering long-term loyalty. Key Accomplishments: -Established rapport and built relationships to increase customer retention; averaged 5-10 new retained customers per month -Trained 40+ new hires in 3 different roles and how to upsell company products

Norman, Oklahoma