As Customer Experience Manager at EyeQ Monitoring, I oversee the full spectrum of customer engagement, aiming to build lasting partnerships through exceptional experiences that boost retention, success, and growth. My role entails:• Strategizing to enhance customer interactions across various channels and touchpoints.• Analyzing feedback and data to identify and address customer pain points, enhancing their journey.• Collaborating with departments like Security Operations, Installation and Service, Marketing, Sales, and Product Management to align customer experience with our business objectives.• Educating teams on customer-centric approaches, nurturing a customer-focused culture.• Tracking and reporting on key metrics related to satisfaction, retention, and loyalty.• Regularly communicating with customers to strengthen relationships.• Building customer rapport by effectively resolving issues, either directly or through escalation.• Coordinating with internal teams for efficient service delivery and issue resolution.• Keeping abreast of industry trends and competitive dynamics through customer insights.• Managing and updating customer service agreements.• Conducting timely reporting and process reviews.• Addressing chronic issues and significant customer complaints as per our escalation protocols.• Collaborating with Sales and other executives for customer engagement.• Developing a framework for integrating customers into the Customer Experience group.• Creating customer surveys and analyzing satisfaction feedback across company interactions.• Establishing a system for operational reporting to key customer segments.• Leading annual security meetings for major EyeQ accounts.

• Trusted advisor for B2B organizations and public offices (Economic Development Organizations, EDOs) on lead generation, market insights and business intelligence within the international trade data industry.• Customer success, account management, and sales training for startups to nurture customer retention and growth with go-to-market strategic planning that included: ideal customer profile, price discovery, product packaging/delivery and sales channels.• Corporate training for in-house personnel and customer engagement teams to better manage accounts and provide tactical advice for growth.• Pro bono non-profit consultative services for leaders and volunteers in planning to improve community impact.

• Solutions Advisor for Enterprise Risk Management, Internal Audit and Cybersecurity teams for public and private organizations in $2.5B in revenue and below.• Meet and exceed annual quota objectives through consistent outbound prospecting, leveraging campaigns, channel partners/alliances, and in-market events.• Developed territory plans (rank ordering accounts by ICPs) and implement sales strategies that aligned with quota goals and targets.• Collaborate with and manage a team of sales personnel including Marketing, Demand Gen, BDR, SDR, SE, and Legal to align on sales objective. • Engage with C-level prospects to position AuditBoard's strategic value proposition and drive the deal to closure while working with multiple stakeholders (purchasing, legal, business units etc.).• Travel to in-market events and conferences to establish new business opportunities.

• Customer Success Manager for Southeastern territory and exceeded net recurring revenue (NRR) growth by over 120% from 2020-2021 by retaining clients and growing the revenue with the expansion of additional product solutions. • Customer implementation and training on additional products (on-site and via webinars) throughout the region while acting as the trusted advisor.• Through business reviews with customers, I monitored market conditions to assess our competitive advantage and provide meaningful feedback to internal decision-makers.

• Counseled, mentored, nurtured relationships and mediated high-stress situations within youth and family dynamics.• Led team strategies to foster and cultivate meaningful relational engagement strategies (active listening, feedback implementation, person-centric organizational structuring etc.), with small and large leadership groups in South Miami, with direct oversight responsibility of 130+ people of various socioeconomic backgrounds, marital statuses, and age groups.• Trained presenter and public speaker with over 10 years of presentation in front of large and small groups via webinars, locally on-site, and at state-wide conferences. • Initiated and oversaw the organizational rebranding, implementing and training several media teams for messaging and social media engagement.

• Built and led the Customer Success team as the customer base expanded and need for retention and customer success managers became essential. (2010-2013)• New business development through cold-calling, email, and social media prospecting, nationally and internationally. (2008-2010)• Corporate Trainer for new staff through company acquisitions and the newly onboarded customer base on all product offerings.• Oversaw product marketing with the VP of Marketing and customer success team as part of two company acquisitions. (2013-2016)

• Supervised a team of 25 international volunteers in Haiti in high-stress situations by providing moral, spiritual and strategic counseling while residing in an orphanage and serving orphans’ educational and emotional needs.• Oversaw volunteer group discussions, planning each morning, and flexibly adjusting when necessary with local administrative staff.• Teamwork building, physical labor, emotional connection, and mental health resilience implementation for volunteer staff and those we served.• Volunteered and traveled to serve in multiple countries abroad and states locally: Bucharest, Romania ('96, '99), Kingston, Jamaica ('97), Chicago, IL ('99), Los Angeles, CA ('98), Philadelphia, PA (’98,'99,'01), San Francisco, CA (’98), and Port-au-Prince, Haiti (2011).

• Sold financial products within the sub-prime mortgage industry.• Developed new business in loan origination through outbound and inbound lead generation.• Worked in teams with underwriters and outside agents to design the financial instruments for prospective clients in the real-estate industry.

• Artists Management and Business Planning.• Managed professional relationships producing several album releases.• Managed Jennifer Hudson's first feature album debut on a smooth jazz album after American Idol (Jamie WilliamS. album "After Hours”).• Contract Negotiation with record labels and artists