Collaborate with internal stakeholders and external partner agents to negotiate complex moves with corporate clients, military personnel, and large multi-location moves.Provide exceptional customer service to clients, addressing questions, resolving issues, and ensuring high satisfaction levels.Establish ongoing relationships with existing customers to generate new sales for future moves and referrals.Analyze market data such as competitor offerings and pricing strategies to develop competitive positioning strategies.

JPMorgan Chase & Co – Chicago, IL | July 2023-October 2023Transfer Onboarding Specialist - Commercial Bank Led a project team, including commercial bankers, treasury management officers, transfer coordinators, and client service officers, in transitioning large customers from the business bank to the commercial bank.Optimized end-to-end onboarding workflow processes for custom treasury and banking services, reducing the average transfer time for enterprise-level commercial clients by 30%, leading to faster access to commercial banking services.Achieved a 100% success rate in transitioning clients, while meeting all project deadlines and objectives, through the use of various project management techniques and organization methods.Fostered collaborative dialogue with clients, sales, and product management teams to develop tailored implementation project plans for multi-entity, multi-jurisdictional clients.

Tenna is a start-up technology solutions company in the fleet and asset management industry. They produce an array of ERP software and embedded solutions for commercial fleet operations, including integrated GPS asset tracking, equipment management and maintenance, theft prevention, and asset management solutions.• Orchestrated comprehensive onboarding project plans for construction, civil engineering, and logistics-based clients, reducing customer delays by 40% and ensuring smooth transitions for new customers.• Customized and delivered basic and advanced customer training for all organizational levels, resulting in a 30% increase in product adoption rates and an average NPS score of 9.2.• Collaborated with cross-functional teams, including account executives, finance, project managers, integration managers, and implementation teams, to ensure seamless onboarding experiences and earned positive feedback from 96% of new customers.• Utilized project management tools such as Gantt Charts and Trello to ensure adherence to project timelines and deliverables, achieving a 95% on-time completion rate for onboarding projects.• Managed customer contract addendums in Salesforce, integrating optimal hardware and features.• Conducted quarterly business reviews (QBRs) with clients, consistently achieving high Net Promoter Score (NPS) ratings of 9.5 and driving customer advocacy.

Verizon Connect is a technology company that develops GPS fleet management SaaS software solutions.• Achieved annual net revenue growth of 100-105% while maintaining a 98% customer retention rate, consistently ranking as a top performer out of a team of 10 Senior Customer Success managers while garnering several company Premier and Spotlight awards.• Expanded and fostered strategic B2B partner relationships by analyzing data for upselling opportunities, adding to existing offerings, negotiating contracts, and bundle renewals to extend term with additional features, and positioning cross-sell expansion opportunities with other product lines in the Verizon portfolio.• Led Executive Business Reviews (EBRs) with key clients, resulting in a 20% increase in customer satisfaction and retention, as well as a 15% expansion in contract values.• Negotiated contracts and collaborated with internal departments, resulting in an 18% increase in contract renewals and additional feature adoption, contributing to a $400,000 increase in annual recurring revenue.• Collaborated with leadership and the enablement team to optimize customer success processes, resulting in a 40% increase in operational efficiency.Customer Success Manager – SMB Accounts (August 2016 - April 2018)• Exceeded sales targets and achieved 107% revenue to goal, resulting in recognition as the top-performing Customer Success Manager for two consecutive years.• Maintained an 85% customer retention rate, consistently ranking in the top 10% of all Customer Success Managers.• Supported internal stakeholders with contract renewals, upselling, and resolving customer complaints, resulting in a 10% increase in customer satisfaction and a $300,000 increase in upsell revenue.• Attained Diamond Club status ranking in the top 10% of all Verizon Connect Customer Success Managers for retention attainment and sales expansion in 2017 leading to my promotion to the Mid-Market team.

iPromo develops and supplies promotional products and programs used by businesses for marketing campaigns. They serve more than 45,000 organizations around the world including Fortune 500 companies.• Increased customer account sales by over 150% by offering additional product options for their respective promotional needs.• Finished in the top 10 percent of the company in total sales, lead conversion percentage, and client retention.• Managed a large volume of incoming leads from several digital marketing campaigns and targeted emails with prompt Salesforce quotes, follow-up calls, and any additional negotiation needed to win the orders.

• Consulted with distributors by providing branded promotional advertising solutions for several product categories including, custom lapel pins, commemorative coins, USB drives, mobile power chargers, computer accessories, and many other promotional items.• Increased sales 150% in the first year and 135% each year thereafter by providing superior customer support while maximizing sales processes and procedures with new and existing clients.• Managed B2B sales with email campaigns sent out to customers promoting weekly specials and new product offerings.