Responsibilities - Develop and lead strategic initiatives aimed at CS and growth- Prepare project KPIs, objectives, milestones, and deadlines- Led projects from the idea/brainstorming phase through to completion, ensuring that milestones and deadlines are met according to the project plan - Understand progress blockers and develop creative workarounds to keep projects on track- Identify areas for process improvements- Gain stakeholder buy-in by presenting data-driven project plans and handling feedback accordingly - Ensure that weekly project standup meetings are run efficiently resulting in incremental progressAccomplishments- Spearheaded a pilot program to evaluate a new high-value vehicle line of business, while managing associated risks. - Implemented a verification process that limited access to the organization's power users to mitigate risk. - Achieved favorable program results, with a revenue increase of 27% per rental when compared to the original line of business.- Restructured a struggling fleet-based subscription service by transitioning the strategy from revenue to retention. - Conducted an analysis of customer pain points and led the cross-functional development of four innovative features to address them. - Achieved a 20% increase in subscription revenue within the first 30 days of the V2 launch

Responsibilities- Responsible for 15 direct reports across multiple teams including CSMs, supply verification, and rental operations.- Locate areas of opportunity within the business and develop teams/workflows to improve organizational inefficiencies - Set performance objectives and KPIs that guide the actions of teams and individuals- Identify operational risks and develop processes to mitigate them - Provide guidance, coaching, and training to enhance agents skill sets pertaining to upselling, product knowledge, and customer relationship management- Design and implement incentive programs to motivate high-performing team members - Analyze data to discern emerging trends and identify opportunities, generating actionable insights for decision-makingAccomplishments - Successfully led the transformation of an internal CSM team into a high-performing offshore unit, optimizing workflows for customer satisfaction and reducing annual costs by more than 70%.- Designed an agent-based task management system for our largest clients, enabling the management of 80,000+ rental applications from 2021-2022 - Systematically improved a supply intake workflow, reducing median supply verification time by 52% MoM- Surveyed direct reports to assess gaps in company knowledge and rebuilt comprehensive training programs to address the identified deficiencies

Responsibilities - Work with management to set both team and personal goals/objectives - Assign tasks and responsibilities to team members based on skills, experience, and workload capacity- Offer guidance and mentorship to team members to help them further develop their skillsets and promote success within their role- Monitor individual and team performance, track progress toward company goals, and provide context for shortcomings - Identify training needs within the team and host coaching sessions to enhance knowledge of best practices, helpful tactics, and company policies - Participate in and host performance evaluation sessions for both low and high-performing team members. Provide feedback to assist members learn and grow within their roles.Accomplishments - Heavily contributed to rebuilding the structure of the sales team, allowing for higher conversion rates at the bottom of the funnel.- Transitioned the team's workflow from an individualized system to a uniform structure based on prior success within my own personal book of business. - Implemented a weekly check-in training program that coached several low-performing team members on best practices and tactics, enabling them to reach the top of the sales leaderboard within 90 days of program start.- Transitioned the team away from email and cold calls through a system of SMS-based outreach enabling an increase in customer interaction and average response time

Responsibilities - Build and maintain relationships with clients by understanding their needs and objectives - Manage existing client accounts ensuring customer satisfaction to maximize retention- Perform outreach to leads based on opportunity strength and date of acquisition- Track and analyze key performance metrics related to sales, retention, and revenue - Meet or exceed designated sales KPIs and personal goals- Learn of and become knowledgeable on industry trends, market conditions, and competitor activities Accomplishments - 2019 Salesperson of the Year - Promoted to Sales Team Lead within 1 year of start date - Developed and maintained a book of business that generated over $8M in revenue in 2019