Led and supervised a high-performing support team comprising six Senior Agents who specialized in providing exceptional assistance to Accountants utilizing Melio for their clients. Utilized support data and insights to develop a comprehensive understanding of the accountant customer lifecycle. Identified valuable trends, gaps, and opportunities to drive increased customer retention and sales. Spearheaded a cross-functional project engaging Risk Operations, Payment Operations, and Learning & Development teams. Enhanced the internal risk escalation process, resulting in improved response times and elevated customer sentiment during risk inquiries. Implemented strategic initiatives to optimize the use of Melio, increasing efficiency and productivity for Accountants and their client base. Established strong relationships with Accountants, ensuring their satisfaction and loyalty through tailored support initiatives and personalized service.

Managed the seamless communication of customer feedback throughout the organization to enhance overall customer experience and journey, resulting in increased customer acquisition and retention rates. Led and effectively guided a team of dedicated Customer Care Agents, overseeing Omni-Channel support across platforms such as Email, Chat, Social, Amazon, Reviews, and Phone, ensuring top-notch customer service and satisfaction. Maintained and optimized the CX Tech Stack and effectively managed the Customer Experience budget, ensuring resources were allocated wisely to drive exceptional customer experiences. Utilized data-driven insights to make strategic decisions, leading to tangible business outcomes and boosting company performance.

Monitored and efficiently managed the Customer Care department to deliver exceptional support to Charlotte’s Web Customers within a dynamic Omni-Channel Support Setting, achieving the company's highest customer retention and employee satisfaction scores. Led and executed the seamless transition from Zendesk to Salesforce Service Cloud and Talkdesk to Natterbox phone system, streamlining operations and enhancing overall efficiency. Oversaw $3 Million in annual sales, ensuring customer delight and loyalty, which reflected in maintaining an impressive customer satisfaction rating of over 92%. Demonstrated exceptional leadership and accountability by managing the department's annual budget, spearheading employee training and development, executing strategic hiring initiatives, and fostering productive vendor relationships through skillful contract management.

Managed and led a high-performing membership support team, driving professional growth, optimizing performance, and ensuring quality control. Fostered seamless collaboration across multiple departments, such as Membership, Health Care Organization and Industry Sales Teams, Marketing, Publications, Chapters, and Nursing Education. Implemented and maintained the Salesforce Knowledge Base, significantly improving member satisfaction by offering an easily accessible FAQ database. Orchestrated registration and check-in processes for AORN's Global Surgical Conference and Expo, expertly handling the logistics for over 5,000 nurses. Spearheaded a strategic partnership project with CCI, leveraging effective communication and negotiation skills to achieve mutually beneficial outcomes for both organizations. Displayed exceptional financial acumen by meticulously managing the department's yearly budget, ensuring prudent allocation of resources to meet operational objectives.

Engaged and maintained contact with a base of over 1500 solution provider partners. Delivered impeccable service to high-performing partners to ensure they are leveraging the partnership to its highest potential. Coordinated with cross-functional teams (marketing, operations, support) to effectively position and operate partner programs.● Secured new businesses, increased ARPU, and reduced attrition among the client bases in collaboration with partners within the assigned regions.● Advised and effectively guided partners regarding proper closing techniques, sales strategies, and lead-generation opportunities

Led the development of a highly effective strategy to segment and optimize the Partner Support team. Oversaw a top-performing customer support team of 11 employees and an exceptional partner support team of 32 employees, inspiring their success and fostering a positive work environment. Balanced and managed a dynamic team focused on servicing two distinct lines of business, ensuring seamless collaboration and maximum efficiency. Designed and delivered comprehensive training programs, including Partner onboarding, advanced partner training, and Salesforce integration, equipping Partners with the necessary tools to excel and thrive in their roles. Managed a critical Partner Support project, ensuring its seamless execution and achieving exceptional results, contributing to overall organizational success. Conducted comprehensive analyses of Partner staffing and schedules, leading to the strategic recruitment of specialized Partner professionals in alignment with business needs.● Identified gaps and recommended improvements by examining and tracking the partner performance.● Devised and executed robust development plans for individual staff members based on performance.● Established and executed team & individual reward and recognition programs within the assigned budget.● Skilled in leading, developing, coaching, and efficiently managing an entirely new support unit.