Key Responsibilities & AchievementsCloud Architecture & Implementation:Designed scalable, secure, and high-performance cloud solutions using Zoho applications to streamline business processes.Led migration of on-prem systems to cloud environments, reducing costs by 25% while improving uptime.End-to-End Solution Design:Ensured alignment with business requirements, compliance standards, and technical specifications.Developed architecture roadmaps for adaptable, future-proof solutions.Client Onboarding & Support:Guided clients through onboarding with tailored architecture solutions.Delivered client workshops and training to ensure smooth adoption of systems and tools.Cross-Functional Leadership & HR Management:Provided mentorship to junior architects and development teams, ensuring best practices.Contributed to HR processes, including resource planning, employee development, and performance optimization.Automation & Performance Optimization:Implemented DevOps best practices, reducing time-to-market by 30%.Established monitoring systems for proactive issue resolution, ensuring system uptime of 99.99%.Managed Customer Service & Sales Teams:Led customer service teams to deliver exceptional support, ensuring client satisfaction and retention.Managed sales teams to drive revenue growth through effective solution presentations and strategic client engagements.Project Management:Directed cross-functional teams to deliver projects on time, within budget, and aligned with business goals.Utilized Zoho Cloud applications and Monday.com to streamline project workflows, task tracking, and collaboration.

• Remotely coordinated professional development training series for WPA members and their staff.• Served as the primary point of contact for WPA members related to member development.• Supported monthly WPA general meetings and executive leadership planning meetings.• Provided coordination planning support to the City of Philadelphia's Commerce and Workforce

• Remotely responded to escalated customer inquiries and provided resolution.• Collected and updated secure client data into internal databases.• Performed scripted sales pitches to hot leads

• Acted as the main point of contact for all client day-to-day communication and oversight.• Ensured client satisfaction while driving retention and upselling services.• Recruited and trained customer service representatives.• Led troubleshooting of technical issues with third-party vendors, recommending best practices.• Managed campaign execution and ensured all requirements were met.• Served as the escalation point for customer complaints and provided detailed insights for optimization.