Leverage strong communication and interpersonal skills in managing hundreds of customer accounts to build strong relationships and drive product engagement impacting renewal.Manage multiple internal projects and customer plans while communication effectively and delivering on outcomes.Represented the voice of the customer by sharing customer accomplishments and requests on the product and surfacing feature requests with high customer impact to the team.Leveraged strong problem-solving skills and ability to think creatively to solve complex issues while managing expectations and delivering customer-focused solutions.Leveraged CS tools to build customer journeys that increased the team’s efficiency and capacity while delivering exceptional customer experiences and achieving customer success metrics.Implemented a scalable onboarding process based on customer segments and verticals, resulting in an enhanced onboarding process that identified expansion opportunities and mitigated risk.Fully-owned and restructured the onboarding process and created operational efficiency through automation and leveraging CS tool capabilities resulting in a significant decrease in the average customer onboarding timeline.Created an onboarding feedback loop via Customer Effort Surveys for all onboarding clients to help improve onboarding.Created the ability to track and report relevant success metrics and created Account Health Scores to mitigate churn risk.Fully owned Zendesk including workflows, best practices, team management, reporting, and Help Centers to deliver world-class support.Significantly, increased total client engagement with available resources by increasing the synergy between resource and the customer journey with 97.7% of customers engaging with success resources.Created the company's first-ever CSM training program and successfully trained multiple Customer Success Managers.

Delivered above goal results in insurance sales, membership acquisition, and member experience service score Ensured compliance with AAA policies, procedures, standards and regulations across multiple departments, including DMV, Insurance, and TravelSupported an experience sales team through team engagement, goal setting, performance feedback, training, and performance documentationAnalyzed data to identify opportunities, set goals, and measure the performance the branch

Consulted clients during annual financial and insurance review appointments while leveraging State Farm’s need-based selling approach to identify sales opportunitiesLeverage strong communication skills to identify and tailor financial and insurance products to fit the needs of the clientNavigated multiple computer applications, systems, and tools throughout the sales process to provide a positive sales experience

Perform as Leader on Duty directly overseeing an average of 35 team members and managing all daily functions of the store from guest experience to planogram setsGuided the implementation of multiple company rollouts including Order Pick Up, and Ship from Store initiatives Staffed and developed a specialized security team focused on preventing, identifying, and resolving theftManaged staffing, payroll, and performance results of specialized security team to drive theft prevention Championed general inventory preparations and execution by forming designated teams, delegating tasks, and developing open communication to problem solve concernsOrganized, trained, and lead Black Friday Crowd Management team to ensure safety for our guest and team membersDeveloped a strong safety and physical security culture by hosting awareness events and leveraging recognition to consistently make safety a store priority

Supervised a floor of 72 residents, and advised residents on personal and academic issues. Developed and presented programs focused on cultivating a community, academics and service.