Advocated on behalf of clients to demonstrate their needs and priorities to internal business stakeholders. Collaborated with internal teams to facilitate client expectations and deliverables enabling contract retention, renewal, and growth.Reviewed RFPs and contracts, ensuring both individual team and company were set up for success. Assigned agents to potential clients fostering relationship growth between staff.Created remote exam video-based guidelines encompassing legal review and client guidance to handle special-care-required recordings.Assisted with disaster recovery plans (catalyzed by COVID-19 response), client communication guidelines based on regulatory and transparency requirements, and internal processes for unplanned system outages and maintenances.Completed successful implementation and transition of Salesforce from Zendesk as the client interface for case submissions. Collaborated with consultants for infrastructure setup and developed KPI tracking for monitoring and report analysis, including SLA deliverables.Managed an international team of agents, many of which I hired in, and BPO-based employees.Developed and modified data analysis using SQL – including KPIs -- to evaluate team delivery, ensure SLAs, and improve client satisfaction. Created reports for ad hoc client requests / requirements and accounting reviews. Provided audit support for SOC-2 compliance requirements. Oversaw User Acceptance Testing process for RPNow software updates and features before client release. Continued as acting Product Owner, RPNow.

Continued acting product owner of RPNow.Acted as voice of clients internally, ensuring their concerns and needs are met and resolved. Created and modified SQL reports for internal and client-facing needs.Assisted with disaster recovery planning and priority escalation paths during outages or maintenance windows. Reviewed KPI and SLA guidelines and requirements to ensure target goals were met or exceeded. Review contracts to ensure support feasibility and provide feedback.Assigned agents to clients, encouraging business partnerships and growth.Attended certain pre-sales and post-sales calls acting as a SME for team.

Note: PSI Services acquired Software Secure Dec. 2017.Hired, developed and coached new employees while support client needs and keeping them engaged. Facilitated client onboarding and renewals in conjunction with the sales team; acted as Account Manager and resolved issues/concerns/provided product feedback.Continued acting product ownership of RPNow. Assigned agents locations to travel to during on-sight support and client visits.Worked with QA and development to resolve bugs/outages and completed UAT before go client go-live.

Scheduled, trained, and hired in video review agents. Ensured training and certification met internal and external standards. Ensured KPIs and SLAs were met. Reviewed or created SQL reports for client needs or data analysis.

I handled video review services and shipping. I helped to ensure our clients are happy (and well responded to). I also maintained ample knowledge in Blackboard, Moodle, Angel, Sakai, and many other CMS'.Created documentation for product including walkthroughs, training guides, and implementations for clients and new employees.

Handled in-depth and technical issues for clients that tier-one could not resolve. Processed escalations to clients and trained agents, while updating the KB. Served as level-two for AlcoholEDU, Prosites/Coursesites, and more. Developed and maintained ample experience in Blackboard (including Prosites and Coursesites), Moodle, WebCt, Angel, Sakai, and more.Served as Partnership Manager for both Wimba and Software Secure.