Retention Specialist
Current• Pioneered BuildBook's retention team, serving as the first member and leading its development• Established and managed a HubSpot pipeline for efficient retention case handling• Developed SOPs to ensure streamlined team processes and pipeline consistency• Created call scripts for uniform communication during customer interactions• Implemented dashboards for tracking and analyzing current cases and trends• Led initiative to design and implement a tracking tool for failed billing, allowing for proactive approach in identifying cases and initiating targeted outreach efforts• Spearheaded billing support, becoming proficient in Stripe and handling all billing related issues• Facilitated successful transition to Salesforce for BuildBook's retention operations, collaborating closely with product managers to optimize pipeline, case layout, and field visibility
