Oversee all talent acquisition, internal hiring processes, and employee development programs for customer success team. Manage innovative onboarding platform and supplementary training materials for new clients. Provide seamless customer lifecycle management. Ensure SLA compliance and consistent revenue growth by directing team to track key metrics, including Net Promoter Score (NPS), Customer Satisfaction Scores (CSAT), and Customer Effort Scores (CES). Spearheaded operational overhaul; established centralized HR database, internal onboarding process, and training platform.Revamped client onboarding implementation process; designed SOP and KPI structures for technical support team.Increased employee retention by 66%; implemented new corporate policies, operational procedures, and employee benefits plan.Increased customer satisfaction by 17%; implemented customer feedback to develop personalized solutions.Increased revenue growth by 45%; created cross-selling opportunities via segmented strategies on client platform.

Oversaw customer service, support, and billing; managed inventory of 7K+ items, profit and loss (P&L) accounts, and customer escalations (RMAs) to anticipate sales projections and supply chain disruptions. Negotiated pricing and payment terms while forging new vendor relationships. Developed packaging solutions to ensure cost savings for end users. Facilitated acquisition of Central Industrial Packaging Inc. by overseeing the migration of accounting, vendor, customer, and inventory data.15% revenue growth YoY; earned spot on Rochester’s Top 100 Fastest Growing Companies from 2013 - 2022.

Delivered comprehensive customer support and order intake while managing billing processes (AR/AP) for the company. Designed proposals for prospects and returning customers. Assisted purchasing team with researching product/freight costs and lead times while placing purchase orders with vendors, ensuring positive relationships for repeat business.Spearheaded company’s first Quality Control System; managed incoming products and current stock to ensure high standards.Established company’s online presence; fully designed and built company website and ensured optimal cybersecurity.