In this capacity, my focus extends to managing a $12M ARR Book of Business with 53 active accounts. I drive end-to-end customer lifecycle management, including prospecting, onboarding, integration, account growth, new product adoption, and contract renewals. I also serve as the point of contact for providing bespoke software solutions and licensing, leveraging a comprehensive background in data analysis, market trends, and industry best practices. Here, I am regarded for responsiveness, genuine care, and ability to get to the bottom of an issue. Doubled the clientele from 25 inherited accounts, including securing a $1.2M ARR, through exceptional customer support, strategic advisory, and transparent communication. Identified and enabled the collection of $80k of outstanding invoices in collaboration with internal teams, reviewing client invoice inquiries while maintaining a complete visibility into the renewal pipeline.Ensured adequate client support by securing a 3-year contract renewal, conducting a thorough customer usage analysis to form accurate forecasts, and leading internal teams in accurately amending the agreement to meet customers’ needs.Drove hyper-personalized communication with customers at a large scale, demonstrating the added value to clients, including providing guidance on service options, licensing, and price optimization.Led and presented at client meetups, helping subject matter experts develop efficient workflow and applicable changes.

I oversaw daily operations of the venue and facilitated a welcoming environment for customers. My focus extended to driving staff performance through adequate training, scheduling, and management as I coordinated equipment maintenance to ensure seamless functioning. In addition, I oversaw inventory management and POS updating. I reported to the Executive Board. Boosted sales by creating menu specials and ensuring customer satisfaction. Improved profitability through inventory revision and product availability changes.

Promoted from a Game Day Area Supervisor into a dynamic role to leverage extensive pro-sports, entertainment, and public relations/outreach background in ensuring exceptional customer experience and a welcoming environment. In this role, I drove effective cross-functional collaboration with technical support, sales, marketing, and product teams to ensure timely supply replacement, management oversight, and seamless operational transition.De-escalated fan issues, including apparel damage control of a visiting group through active listening, empathy, and hospitality.Resolved seating conflicts due to a ticketing system error, demonstrating technical acumen and agile responsiveness.

Throughout the dynamic tenure of promotions, lateral moves, and role changes, I analyzed data, identified trends, and conducted Root Cause Analysis (RCA) to determine out-of-range tolerances, acceptances, and problematic areas for the purpose of informing executive decision-making. Collaborating with major news networks and national markets, I also proactively focused on process improvement, data optimization, and error mitigation. I achieved that due diligence while coordinating functions and communications to bridge the gap between the data, customers, and wider audiences.Automated processes and innovated new method to remove redundancy and simultaneously running multiple reprocessing tasks, eliminating 40 hours of overtime and consequently saving $1.4k in weekly expenses.Ensured console reporting accuracy and functionality of 20+ complex, high-profile requirements when leading a 6-person team through the execution of runbook verification, console reporting accuracy, and application development projects.Modernized and streamlined the Job Control Language (JCL) process through the integration and training of new technology, mitigating high-probability human errors. Liaised with clients and internal teams to resolve any issues and maintain open data flow while coordinating application development and specification negotiations with developers and end-user clients.Early roles with the company include Senior Analyst (2006 to 2016) and Administrative Assistant (2004 to 2006).