• Liaison between clients and actionable technological developments. • Spearheaded conceptualization, implementation and automation of NPS and CSAT which lead to an increased survey CTOR by 90%. • Head Intercom administrator deploying an AI chatbot that achieved a remarkable 33% response resolution rate.• Diligencing pain points quickly resulting in a consistent 80% CSAT score QOQ.

• Led contract revisions, ensuring accuracy and compliance, resulting in a 15% reduction in contract errors and improved customer satisfaction. • Utilized Salesforce workflow automation, optimizing underwriting processes and reducing turnaround time by 25%.• Collaborated with the sales department to provide underwriting support, ensuring policy compliance and enhancing customer acquisition efforts by 7%.

• Onboarding Strategy - develop, implement and manage onboarding; resulting in a 30% reduction in client onboarding time • Client Relationship management - build and nurture long-term relationships with small business owners resulting in a 15% increase in client retention and a 20% growth in upsell opportunities.• Loan originator support - contact, activate, train, and support loan originators; specifically identifying fraud early resulting in a 30% increase in loan origination efficiency.

• Successfully managed a team fostering a high-performance culture resolving customer issues with a 95% success rate.• Tracked customer health scorecards to evaluate customer performance and journey.  • Implemented engagement strategies resulting in a 40% increase in customer satisfaction. • Performed Quarterly Business Reviews (QBR’s) to understand and ensure client company’s needs. • Conducted strategic sourcing initiatives, identifying and onboarding reliable suppliers, reducing costs by 20% and ensuring timely.• Led lead generation efforts, implementing targeted marketing campaigns and achieving a 25% conversion rate of leads to customers.• Streamlined courier logistics, optimizing routes and reducing delivery times by 15% across the company's network.

• Conducted thorough customer needs assessments, addressing concerns promptly, and achieving a 15% reduction in customer churn.• Achieved data-driven insights to prioritize calls, improving efficiency and achieving a 20% increase in the number of successful renewals.