Global Product Support Manager 04/2024 to PresentCLM Support Manager 04/2023 to 03/2024Support Team Lead 04/2022 to 03/2023Customer Success Manager 06/2021 to 04/2022Senior Account Manager 05/2019 to 06/2021Account Manager 02/2016 to 05/2019➤ Managed and led the Contract Lifecycle Management support team, focusing on providing excellent customer service.➤ Developed and implemented customer support strategies, ensuring effective contract management.➤ Oversaw the troubleshooting and resolution of CLM issues, enhancing customer satisfaction and product usability.➤ Provided training to team members on CLM software, fostering professional growth and enhancing team performance.➤ Coordinated closely with the sales and development teams to understand product updates and relay feedback.➤ Prepared and analyzed reports on customer support activities, using data to improve service and drive decisions.➤ Actively engaged in process improvement, identifying opportunities for increased efficiency in contract management.➤ Served as the point of contact for escalated client issues, ensuring prompt and effective resolution.➤ Facilitated knowledge sharing sessions within the team to disseminate best practices and lessons learned.➤ Worked closely with clients to understand their needs, improving customer experience and retention.➤ Led the implementation of client feedback into product improvements, working closely with the product development team.➤ Organizing team workflows and training staff on customer satisfaction/service goals and compliance regulations.➤ Oversaw regular product training and update sessions to ensure all team members stayed abreast of the latest developments.

➤ Educated and assisted guests by using mindful communication about multiple products on the designated menu.➤ Implemented new employee training program and taught 10 other employees how to create unique forms of beverages.➤ Handled cash and ensured quality safety and security according to operational policy and procedure standards.➤ Provided effective communication and customer service to the sales and administrative teams on a monthly basis.➤ Interacted with guests as they arrived and left the business to ensure positive experience and increase sales volume.➤ Employed suggestive selling techniques to upsell food and beverage pairings and to increase customer loyalty program.➤ Greeted customers and assisted them with any product questions while also offering suggestions to match their selection.

➤ Facilitated a positive and inviting environment to optimize merchandise in compliance with company objectives.➤ Strategically developed positive customer relationships utilizing company training techniques and various strategies.➤ Effectively operated cash register and ensured all required documents were signed to deposit cash in safety deposit box.➤ Greeted customers entering the store to ascertain what each customer needed in order to provide excellent service.➤ Maintained cleanliness and presentation of stock room and production floor to create a safe and clean environment.➤ Approached browsing customers and initiated conversations to determine buying preferences to increase service.➤ Efficiently greeted and interacted with customers, helping procure appropriate purchase through suggestion selling.

➤ Partnered with a local Latino TV station to create a commercial in Spanish that targeted the local Hispanic community.➤ Solicited feedback from customers and created marketing campaigns for dental implants using local market research.➤ Worked in parallel with several departments to support the delivery of thought leadership and communication plans.➤ Strategically executed campaign plans for communication releases and resurfaced content for continued promotion.➤ Improved metrics through organic content creation and maintained understanding of assigned region/market trends.➤ Synthesized inputs from various data sources to uncover insights, make recommendations, and cate improvements.➤ Continuously reviewed marketing external communications for accuracy and alignment with brand positioning.