• Develop and implement customer success strategies to drive retention, growth, and customer satisfaction across key accounts.• Collaborate with cross-functional teams (sales, marketing, product) to align customer goals with company offerings, ensuring seamless delivery of customer value.• Analyze customer data and feedback to identify trends, pain points, and opportunities for improvement, and influence product development and customer experience enhancements.• Drive continuous improvement of customer success processes and frameworks, ensuring scalable and proactive support models that enhance customer satisfaction and success metrics.

As a Senior Customer Success Manager with Strategic Account Services, I worked with Amazon’s top vendor partners, influencing growth across their businesses on Amazon.com and improving end customer experience. I provided data driven strategic insights and ensured high operational standards. • Provided data-driven strategic insights and maintained high operational standards, resulting in improved business input metrics that drove growth and enhanced customer experience. Identified barriers to growth, developed effective solutions, and conducted thorough testing before scaling to benefit impacted clients.• Demonstrated a strategic and influential partnership with clients, proactively seeking out new opportunities and delivering tailored solutions and recommendations when innovative thinking was required. Presented compelling value propositions using a strategic and consultative approach.• Led business strategy development and designed long-term account plans, fostering effective collaboration with cross-functional teams and clients to identify joint areas of opportunity and drive customer success with Amazon.• Conducted A/B testing on Amazon detail pages for clients to optimize impact and drive key business metrics.• Developed a profitability model for clients to evaluate various pricing scenarios, enabling them to make informed decisions that maximize profitability.

Supported the Toll Program through complex quantitative and qualitative analysis in all aspects of toll operations including management and oversight of toll operator contractors, accounting functions, customer interaction and problem resolution.• Devised and implemented a robust data infrastructure plan, facilitating seamless access to multi-platform data at all organizational levels.• Spearheaded the development of an intuitive reporting and dashboarding program utilizing BI (Tableau, Power BI, Jaspersoft) and ETL (Alteryx, SPSS) tools. Empowered senior leadership with simplified yet comprehensive dashboards to analyze vast datasets effortlessly. Conducted in-depth regression analysis on roadway metrics, optimizing express lanes for maximum efficiency. Identified and prioritized critical factors influencing traffic and revenue loss, leading to data-driven decisions for strategic improvements.• Pioneered a highly effective roadside monitoring and reconciliation program, ensuring the accuracy of revenue streams for millions of daily transactions. Eliminated data leakage and bolstered data integrity to support sound financial management.• Leveraged advanced SQL and coding expertise to perform intricate data segmentation and aggregation from the ground up, delivering granular insights for strategic planning and decision-making.• Developed Key Performance Indicator (KPI) metrics encompassing customer acquisition, conversion, retention rates, and usage metrics. These KPIs served as essential benchmarks for measuring and enhancing overall business performance.

Managed budget and spending allocation for two departments totaling over 20 million dollars, while serving as analytics subject matter expert for two budgetary departments.• Implemented advanced predictive analytics solutions throughout the organization designed to improve budget creation in support of Division Special Projects and the command staff.• Ensured efficient business operations by providing project management support to include; planning, execution and negotiations with internal customers.

Collaborated with external vendors and internal customers to develop proprietary a dashboard to meet daily reporting needs on key experience metrics. Utilized SPSS modeler to automate data extraction and prep to feed reporting on member experience metrics for immediate consumption for field operations.• Developed new statistical formula for calculating survey invite ratios for Branch satisfaction survey that led to an annual cost savings of $20,000 and reduced number of clients that have to receive a survey by 340,000 annually.• Advised digital marketing team on member behavior using eye tracking studies to determine directional cues and gaze patterns that resulted in increasing marketing awareness by 59% in branches.• Drove Branch office technology roadmap by leveraging industry trends and design studies to determine members desire from a financial institution in terms of convenience technologies.• Conducted A/B testing to optimize member experience survey questionnaire in an effort to improve customer response rates without negatively impacting customer behavior.

Directed branch operations compensation program with a budget of over one million dollars. Queried data sets using SQL from data warehouses, aggregated that data for reporting and implemented new express transaction reporting to align departmental staffing efficiency initiatives with overall Branch staffing needs. Analyzed quarterly performance from 335 branch locations to create reporting for compensation program using advanced Excel. Created detailed map products for internal customers using ArcGIS software to better inform retail expansion decisions.• Established data source and extracted data to drive cross departmental efforts to solve immediate and long-term business needs regarding credit card applications. Efforts resulted in a 17% capture of credit card applications from a priority credit card market.• Led Branch member experience survey enhancement project; which involved working with internal partners, as well as external vendors, to develop new reporting standards and data visualization methods for over 3,500 team members.• Developed formal and informal communication plans, to Field Offices and Executive Leadership through messaging and in person presentations, to maintain enterprise wide situational awareness of changes and updates.• Maintained and grew relationships with key stakeholders (Regional Management Teams, Branch Offices) through regional presentations.

Managed Investment Specialist Program for Southwest Region; successfully facilitated cross Branch collaboration among financial advisors. Developed and managed annual budgetary requirements for all operations of a commercial financial institution. Created audit readiness standards for multiple Branch Offices designed to reduce potential losses, identify deficiencies, and develop and initiate corrective actions. Hosted and coordinated monthly compliance and development training for regional leaders• Developed and executed member outreach strategy to ensure maximum acquisition in a limited market• Designed mentorship program, pairing tenured team members with new hires, to create an inclusive and engaging environment while supporting member experience compliance and accuracy standards.• Maximized operational efficiencies; successfully reducing annual operations budget by 15% • Increased Branch productivity by 17% through improvements in team training; focused efforts to maximize member onboarding process by conducting consultative conversations

• Managed training and career progression of 87 Marines assigned to the Fire Support Coordination Center, contributing to a 50% increase in Training and Readiness assessment certifications• Designed and implemented streamlined training curriculum for the First Support Coordination Center, resulting in significant reduction of required training time for transitioning Marines• Managed the audit and examination of maintenance records for regulatory compliance