Have met or exceeded 100% of all client metrics after months of taking over the account.Awarded Leader of the quarter for Entrepreneurial Spirit in 2022Developed and implemented strategic plans for assigned accounts to increase customer satisfaction.Identified opportunities for cross-selling products and services to existing customers.Managed key account relationships, ensuring customer loyalty and retention.Conducted regular meetings with clients to review performance metrics, progress, and future goals.Maintained detailed records of all account activity including analytics, invoices, payments.Resolved client issues in a timely manner while maintaining excellent customer service standards.Provided ongoing training and support to junior team members on techniques and processes.Gathered feedback from clients regarding product quality and overall satisfaction levels.Prepared monthly reports summarizing account activities for upper management review.Proactively identified areas of improvement within assigned accounts' operations.Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.Established, documented, and implemented account management processes and procedures.Acted as main point of contact in matters relating to client concerns and needs.Renewed existing accounts by building relationships with clients.Onboarded new team members to integrate into organization.Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.Conducted regular business reviews with clients to understand their needs and align products and services accordingly.Established strong relationships with decision-makers and influencers within client organizations.Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.

Provided effective leadership development and efficient team management skills; managed front line agents, team managers, Social Media and Tier 2 support teamsAssisted Senior Leadership for consistency in workforce management; streamlined processes and procedures through data, reporting and trend analysisAssisted the Talent Acquisition team in interviewing and onboarding top candidatesAided in the launch, growth and management of Visible from 6 to over 200 employees, while contributing to the development and promotion into leadership for 15 agentsFacilitated Journey Mapping sessions for the program and client executives in order to identify pain points throughout the customer journey, for improvement of the customer experienceConducted customer survey analysis and multi-level roundtables to identify trends, coaching and training opportunities, and areas of improvement for procedures and processesPartnered with workforce management in scheduling and monitoring KPI's such as AHT, breaks/lunches, shrinkage, and schedule adherence to equip team managers with areas of opportunities for course correctionCreated chat and social interaction flows and scripting to set the standard for all Quality Analysis forms and customer experience behavioral expectationsCreated customized plans and hosted client calibrations to ensure QA alignment program wideCollaborated with the client to create and deliver business need-based training content for new hires, frontline agents and team managers

Began in Rochester, NY and relocated to Houston, TX to help launch and grow this line of business in the new company location The Houston location became the top performing site out of all internal and competitor sites in both sales and customer experienceManaged support and sales teams ranging from 14-22 agentsOngoing agent observation and inspection for areas of improvement. Identified pivotal behaviors in order to aid in agent developmentTracked each agent's performance day over day to identify trends and needs for corrective, constructive or positive feedbackReported daily, weekly and monthly to Senior Leadership to discuss team performance, top/bottom performers and individual action plans to reach or exceed client KPI'sPartnered with Workforce Management to streamline scheduling in order to meet coverage needs for forecasted volumeLead group training sessions to uptrain employees on upcoming changes in process or proceduresDeveloped and executed employee engagement activities

Managed customer support teams ranging from 12-18 agents Identification of agent pivotal behaviors via quality analysis in order to aid in agent development and behavioral execution Track each agent's performance day over day to identify trends and needs for corrective, constructive or positive feedback and or development Outlier management with the implementation of performance improvement plansReported daily, weekly and monthly to Senior Leadership to discuss team performance, top/bottom performers and individual action plans to reach or exceed client KPI'sAssisted in turning bottom performing teams into top performing teams through a piloted "Success Street" development program

Handled inbound technical support and sales calls. On average 20-30 or more per daySold products and services ranging from $14-$6000Adhered to all performance metrics which included AHT, conversion rate, sales quotas, schedule adherence, first call resolution, willingness to recommend, agent satisfaction, and sales revenueDeveloped program SPIFFs and Commission Plans to assist in employee engagementConsistently a top performer in all client and program KPI's