• Developed and implemented a comprehensive Customer Onboarding Program, including a targeted communication cadence and customer training, achieving a 95% customer satisfaction (CSAT) score.• Implemented engagement, retention, and loyalty initiatives—including proactive outreach, feedback loops, onboarding training, and CX champions—resulting in a 20% increase in recurring revenue within six months of new product introduction.• Utilized Salesforce reports to track KPIs, CSAT, CRR, and CER, enabling assessment of program effectiveness, trend identification, pain point analysis, and discovery of new opportunities.• Developed a targeted program to engage customers underutilizing training resources, resulting in a 30% increase in training course attendance within three months.• Optimized and managed budgets, while ensuring alignment with organizational objectives.

Senior Account Services Representative• Responsible for managing key accounts totaling $25 million, as the primary point of contact. • Delivered accurate reliable sales and revenue forecasting.• Managed contract reviews, purchase order maintenance, expedited processing, and revenue recognition, achieving accuracy rates of 98.8% to 99.2%.• Processed documentation for Engineering Change Orders, Deviations, First Article Inspection Approvals, and Return Goods Authorizations per Quality Management System (QMS) and participate in annual audits without findings.

• Managed customer proposals for 3D Printing Expert Services, including design and training solutions.• Collaborated with Application Engineers, 3D lab technicians, training teams, and leadership to enhance lab functionality by removing obstacles, resulting in a 15% increase in productivity.

Project Management Consultant (Contract)• Led the successful implementation of Workfront (SaaS), supporting over 400 users.• Improved marketing production by developing and implementing a series of process controls, increasing workload visibility, and reducing asset turn time from 30 days to 10 days.

Marketing and Business Development (May 2014 – Jun 2015)Customer Relations Coordinator and Marketing Administrator (Jul 2012 – May 2014)• Managed a $2.5M budget throughout the phased implementation of Microsoft Dynamics CRM.• Directed local administrator and an international group of super users across multiple offices.• Executed trade show strategy and managed a $1.5M budget, overseeing 18-24 events annually in NA.• Developed targeted marketing campaigns that increased lead generation by 15% and improved customer engagement across key demographics.• Guided teams through two system upgrades, with zero downtime.

* Managed daily operations in compliance with ISO 13485 regulations. * Established a customer service program and consistently passed all internal and FDA audits. * Designed and implemented sales reporting structure. * Accountable for domestic and international account maintenance. * Coordinated trade shows, handling all aspects of event planning and execution.

* Handled account service, collections, invoice reconciliation, adjustments, and maintained dealer titles and account records.* Managed division financial reporting and distribution as a Six Sigma Black Belt process owner for 2+ years.* Served as an online services coordinator, trainer, and support liaison. Introduced training programs that enhanced employee performance and helped build a motivated team.* Consistently exceeded sales targets despite increasing competition. Transformed annual losses of $159K into profits within one year.