• Single point, executive level contact and primary relationship owner for dedicated book of business.• Role and focus is on client satisfaction and retention.• Manage escalations and client service recovery issues.• Project manage large scale company account changes such as Spin Offs, Mergers, Acquisitions, and complex day-to-day operations oversight via the establishment of a relationship & communication cadence.• Foster client relationships; establish regular touchpoints; reinforce TriNet's PEO value.• Identify and facilitate strategic, product and service needs for all clients.• Customer liaison throughout the relationship to ensure quality, on-time delivery of all solutions.• Deliver relationship level services, such as C-Level strategic discussions and solutions, stewardship of renewal processes, pricing, contractual obligations, and gather client book NPS survey feedback.

Managed New Business Launch, Client Success, Business Development, Account Management, Vendor Management, and Customer Retention in the Renewable Energy sector.New Business Launch (Community Solar/Sustainability)• Orchestrated successful new business launch, surpassing revenue targets and driving rapid growth.• Led impactful marketing campaigns, significantly boosting brand awareness and driving customer acquisition.• Cultivated ‘shared services’ team - sales, operations, call center, marketing, legal, compliance, and technology.Client Success and Business Development• Exceeded client expectations, achieving a high client satisfaction rate of over 95% and improved NPS.• Boosted client success, enhancing retention and partnerships to achieve 50% increase in repeat business.• Addressed client challenges, optimized experiences, and negotiated contracts, resulting in loyalty and referrals.• Collaboratively responded to RFPs for partnership opportunities.Account Management• Managed a portfolio of key client accounts, consistently achieving or surpassing revenue targets.• Executed workflow change that reduced client costs by 25% while maintaining customer satisfaction scores.Vendor Management• Sourced 21 vendors, and expertly mitigated risks, nurturing robust industry relationships.• Spearheaded unwavering compliance with consumer protection laws in a rigorously regulated sector, collaborating closely with legal and compliance teams to fortify company and client interests.• Developed and executed innovative strategies for 11 policy-driven states, maximizing client success.Retention• Engineered high-impact account strategies, driving client churn below 10%.• Recognized as a reliable steward and point of contact, forging robust company-client-partner relationships.• Orchestrated account expansion via in-depth product education, displaying exceptional value.

Supported Customer Engagement, Satisfaction, Escalation, Government Liaison, Public Relations, Conference Vending & Presenting, People Leadership, and Relationship Management in Financial Services.Customer Engagement and Relationship Management• Oversaw diverse key accounts, nurturing relationships for mutual success.• Proactively aligned solutions with client needs, driving shared goals.• Utilized data insights, reducing customer support calls by 25%.• Guided competitor intelligence, reshaping internal B2B government and customer SaaS system.Strategic Recommendations and Customer Voice• Presented executive-level recommendations and reporting from customer insights and data analysis.• Resulted in heightened customer adoption, increased value, and rating by the Department of Education (ED).Resource Development and Championing Innovation• Innovated web-based resources, tools, trainings, and tailored presentations for over 6,500 schools.• Led initiatives enhancing experiences and brand awareness, prioritizing "people first" customer relations.Escalation Point of Contact and Government Liaison• Led as primary escalation point of contact, resolving high-stakes customer issues with ED and higher-education institutions.• Managed intricate interactions, ensuring resolution and nurturing lasting client and industry connections.Government Clearance and Industry Expertise• Held a 5C government clearance, showcasing trusted expertise in government operations.• Leveraged clearance to facilitate effective liaisons among Nelnet, ED, and schools.Conference Vendor and Presenter• Showcased Nelnet at 70+ conferences, embodying the company as vendor and subject matter expert.• Co-presented with ED and industry leaders in panels of 200 to 3,500 attendees.Leadership and Team Management• Led 17 FTS as senior leader.• Founded and guided 'Concierge Team,' elevating ED survey ratings from #5 to consecutive #2 positions through targeted campaigns.

Responsibilities: Delivered High-Quality Products and Services to Lender and Guarantor Clients, Customer Communication Lead during Mergers & Acquisitions, and Project Resource.• Developed deep business expertise in lender's contractual agreements.• As the Customer Communication Lead during mergers & acquisitions, successfully facilitated seamless transitions, maintained open communication, and preserved key client relationships, ensuring high satisfaction and retention.• Effectively communicated critical client issues within the organization and advocated for innovation.• Offered strategic solutions to enhance, manage, and leverage client relationships, resulting in valuable cross-selling opportunities across different business segments.Key Attributes: Client Interaction and Relationship Management · Project Participation and Delivery · Business Expertise in Finance and Lender Contractual Agreements · Communication of Critical Client Issues · Cross-Selling and Upselling Strategies · Client Needs Assessment and Solution Development · Strong Understanding of Product and Service Delivery · Client Relationship Enhancement and Management · Business Segment Collaboration · Problem-Solving · Strategic Thinking

• Designed and implemented rehabilitation exercise programs for patients injured in the sport, work or auto accident setting• Caseload consisted of patients with spinal cord injuries, post-surgical needs, and other orthopedic injuries• Followed patients from initial assessment to discharge: performed evaluations, set functional goals, created and implemented treatment plans, monitored and documented progress, and collaborated with other health care professionals

• Developed exercise programs for patients injured in the work or sports setting and assisted in organizing Work Hardening Department• Performed Functional Capacity Evaluations (FCE), baseline tests, administered exercise prescriptions, toured local industries for job site analysis and to provide job modifications for job site injury prevention, authored FCE reports and progress notes to physicians, worked directly with case managers and insurance companies• Responded to Requests for Proposals