Byron Abang Email & Phone Number

Herndon, Virginia, United States

Key driver of client satisfaction and revenue growth, adept at maintaining and expanding client relationships while ensuring responsiveness to their needs. Integral to enhancing overall business success and sustainability.• Cultivates and maintains strong client relationships, enhancing satisfaction, and ensuring prompt resolution of client needs. Achieves an increase in client retention and reduces company churn to less than 3%. • Implements upselling and cross-selling strategies, driving revenue growth over 130% to LY’s and maximizing client relationship value.• Champions client interests internally, aligning company offerings with client goals and preferences to enhance satisfaction and retention.• Facilitates communication between clients and internal teams, ensuring clear expectations and feedback to optimize service delivery.• Proactively addresses client issues as the primary point of contact, consistently improving satisfaction and business relationship health score.• Develops strategic account plans, identifies growth opportunities, and aligns company solutions with the needs of large enterprise accounts for long-term partnership success.• Conducts regular service reviews, gathers market insights for strategic planning and decision-making, resulting in informed business strategies.• Nurtures positive client relationships, fostering brand loyalty and long-term partnerships with channel partners and agents.

Washington, District Of Columbia, United States

Managed training, employee reviews, KPI reporting, and budget implementation. Developed a team of 6 Customer Success Managers, driving over 20% month-to-month growth in both their sales revenue and company-wide performance.• Developed and mentored a team of 6 Customer Success Managers, driving over 20% month-to-month growth in both their individual sales revenue and company-wide metrics.• Led a team of 6 Customer Success Managers in providing comprehensive support for client talent management and development initiatives.• Provided exceptional client service in a dynamic and fast-paced environment, ensuring high satisfaction levels.• Analyzed trends to inform talent development, management, and program design, optimizing outcomes.• Implemented operational strategies, including scheduling and policy updates, resulting in a YTD increase of 20% or more in quarterly sales revenue.• Created and curated content for virtual training seminars, meetings, and ongoing learning courses, leveraging platforms such as SharePoint, Teams, Zoom, and Google Calendar.

Alexandria, Virginia, United States

Conducted weekly client meetings, performed organizational assessments, trend analysis, and recommended strategies for agile and sustainable operations.• Served as the primary point of contact for clients, managing engagement and providing a seamless interface between clients and AIL for management, administrative, and technical matters.• Documented client feedback to enhance retention and ensured clients achieved desired outcomes using AIL products and services.

Fairfax, Va

• Led a team of 12 SME’s that delivered high-quality client service in a fast-paced, unpredictable environment.• Created business development documents, including proposals.• Developed new service offerings and intellectual capital for talent transformation efforts.• Oversaw HR functions and keep cost per hire expenses below target. • Developed training guides with new systems and procedures, revitalizing previous training programs resulting in improved operational quality and team efficiency.• Fostered a work culture of collaboration and inclusion, leading to a reduction in turnover by 85%.

Las Vegas, Nevada, United States

Successfully impacted customer sales by $1.8M by improving brand awareness and fostering new client acquisitions. Recruited, trained, developed, and promoted over 14 internal associates and external applicants from all levels including entry level associate to GM earning me the title as District Trainer from 2014-2017. • Developed templates for standard operating procedures (e.g., new hire orientation, sales improvement techniques, communication boards, employee satisfaction surveys) that streamline business processes.• Designed and revitalized an employee recognition program District wide, for over 50 employees, that fostered an employee-centric environment which boosted associate performance and improved team morale. • Conducted daily mentorship and touch-bases regarding personal development goals with associates leading to the promotion of 14 associates into positions of management.• Oversaw P&L’s and achieved positive margin targets over 4 years resulting in the store ranking in the top 5 out of 127 locations consistently.

Communicated company directives to field and corporate partners, monitored key performance indicators, and evaluated documentation for accuracy and compliance. Provided administrative services, generated reports and documents, and developed initiatives for process improvement. • Collaborated with GM on better training practices to lead a team of 25 associates and keep employee engagement high. ​​• Provided a wide range of administrative services, including but not limited to competitive research, data entry, processing, generating regular reports, content and documents. • Led associate focus groups and meetings to foster positive relationships among team members and management. • Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Trained and developed staff, met or exceeded profitability expectations, created organization systems, planned and executed new store openings, coached on effective selling methods, supervised and evaluated staff, and increased sales from $2.3M to $6.8M by driving operational efficiencies and building customer rapport.• Supervised and evaluated staff of 20 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement. • Trained, developed and provided ongoing feedback and coaching on product knowledge, selling skills, visual merchandising, and developing the customer experience. • Coached team on effective upselling and cross-selling methods resulting in a positive lift of KPI metrics.