•Developed organized web pages and media players using the MediaStorm SAAS platform for our high-priority clients.•Spearheaded support team to improve business insight and enhance data management.•Audit and contribute to the knowledge base by writing articles and creating support-related content (ZenDesk).•Create and compile case studies based on client engagements.•Proceed the corporate website's metadata-rich pages to the new content management system.•Met regularly with CEO and Development Head to road-map improvements to the SAAS tool.•Ensure maximum client satisfaction by directly communicating with customers to solve technical and artistic problems.•Achieved maximum client satisfaction and expanded the sphere of influence for new business by providing excellent service to customers and efficiently cooperating with more than 300 Prospects and 150 hotels.•Expanded customer base and ensure maximum customer retention by maintaining high-quality standards.

•Prepared project plans and maintained project scope utilizing particular approaches to steer projects from inception to completion through implementation, maintenance, and scalability.•Identified and mitigated issues while coordinating with executive management.•Managed project finances and deadlines tactically to ensure their completion of them within time and budget constraints.•Conducted in-depth analyses of risks to identify potential bottlenecks and brainstorm solutions.•Developed comprehensive strategies for roll-out, including cost-benefit and return-on-investment calculations.•Generated weekly reports and updates to inform clients and executive management of developments and setbacks.•Established and administered a quarterly newsletter to update stakeholders on the status of ongoing initiatives, annual corporate strategy, and upcoming projects.

•Completed and implemented projects per instructions from leadership Increased institutional knowledge to help new leadership minimize churn.•High-level technical support•Community Management (Knowledge Base / ZenDesk)•Created 20 client-facing video tutorials for the company knowledge base

•Led all phases of over four thousand website migration projects, from procurement to deployment.•Implemented and supervised a wide range of projects as directed by management.•Produced numerous videos for use in the company's internal Knowledge Base and external webinars.•Maximized probability and boosted revenue by participating in National trade shows.

•Managed and coordinated (SAAS) website design projects for 900 custom clients from sale to go-live resulting in a high rate of client satisfaction and issue resolution•Developed custom product implementation proposals and strategies leading to improved production and efficiency•Served as team lead for many knowledge areas and product-related issues which resulted in an overall increase in team performance and product knowledge•Trained new team members, ran weekly team meetings, and led a periodic team training sessions resulting in increased product and technical knowledge team-wide

•Provided direct customer technical support via phone, email, and chat resulting in a high level of problem resolution and client satisfaction•Made recommendations to management and technical staff for ongoing process improvement resulting in increased overall efficiency and client retention•Managed/created content for the LiveBooks Community Forum•Maintained Customer Relations database resulting in a wider understanding and awareness of client issues and solutions