At Viventium, I drive strategic initiatives that enhance client retention and satisfaction. I've played a pivotal role in increasing revenue by $2.1M annually through upsell opportunities and have successfully integrated key CRM tools to enhance operational efficiency and data accuracy.

In this role, I spearheaded client success plans that delivered $4M in annual contract renewals, enhanced client engagement by over 20%, and led strategic planning that significantly boosted client satisfaction and software adoption.

I managed a $2.3M portfolio of accounts, ensuring customer retention and growth. My initiatives advanced customer success by fostering strong relationships and orchestrating major IT environment changes with minimal disruption.

I designed and implemented a comprehensive onboarding program that improved cross-departmental collaboration and operational effectiveness, and led training initiatives that enhanced product knowledge and organizational procedures.

I partner with team leaders to analyze relevant team metrics, identify team and individual performance gaps, and determine performance patterns and trends. Developed coaching and training program focused on quality for new hire associates which included group coaching and individual coaching sessions. • Developed coaching plans with leaders, improving behaviors and increasing individual quality, efficiency, and overall organizational productivity. • Designed Quality 1st SharePoint that holds training and coaching resources which supported associates and leaders with their on going mentor and coaching journeys.• Increased Client Experience Scores (CES) by 5.5 points through examination of each question on the survey and the behaviors that support positive scores.• Improved NPS relationship score by 2.6 points by comparing metrics from the CES and NPS to better target where improvements for process and procedure along with quality were needed.• Drove retention rate to an all-time high of 87.47% as a result of working with managers, team leads and technical support specialists on their improving their coaching skills to better engage their teams and help produce enhanced clients experience which drove retention of our clients.• Increased associate engagement by 6% by helping associates where they want to improve and empowering them to make the changes necessary to achieve their goals through coaching.

Educated client on various products and the benefits of each. I helped develop Process & Procedures for the region. I assisted in driving retention with clients through excellent customer service and a consultative approach with client issues and needs. Worked closely with new hires and their onboarding process.• Mentored incoming associates, review expectations of the role, and assist with product knowledge • Facilitated weekly meetings for our CSR team• Supported clients with account changes, processing payroll, researching, and maintaining balance with efficiency and quality• Was top three CSR in the office consistently for 24 months

I worked as a bank centric and formed strong relationships with management of Chase and M&T banks in the area. Together we were able to find the right product for each individual client needs. I cultivated great relationships with CPA as well to ensure their needs and the needs of theirs client were met through ADP products and services.