𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐑𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭:Portfolio management up to 24 accounts for Mid-Market and Enterprise customers, including Fortune 500/1000 companies.Customer retention focused and satisfaction through strategic partnership with tailored solutions.𝐂𝐥𝐢𝐞𝐧𝐭 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐚𝐧𝐝 𝐕𝐚𝐥𝐮𝐞 𝐌𝐚𝐱𝐢𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧:Managed and expanded a $4.3M client base, achieving a growth rate of over 105%, with peak growth of 109% in a single year.Work closely with customers' learning leaders post-purchase to ensure success through effective on-boarding, adoption, expansion, and renewal of Skillsoft solutions.𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐏𝐚𝐫𝐭𝐧𝐞𝐫𝐬𝐡𝐢𝐩:Coordinated with sales and support teams to ensure seamless customer experiences and quick resolution of issues. By collaborating closely, the sales and support teams effectively identified and pursued upsell and cross-sell opportunities, boosting revenue. This teamwork also led to quicker issue resolution, enhancing the customer experience and reducing escalations.𝐑𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠:Acquired and successfully retained three at-risk clients in 2024, reducing churn risk by 100%.Analyzed customer feedback and usage data to identify and address potential issues, improving overall product experience.Leverage strong consulting, listening, and communication skills to build influential relationships with diverse stakeholders, including business owners.𝐃𝐚𝐭𝐚-𝐃𝐫𝐢𝐯𝐞𝐧 𝐈𝐧𝐬𝐢𝐠𝐡𝐭𝐬:Attained a 65 or above Net Promoter Score from any current client surveyAchieved a 100% completion rate for updating client records and automated workflows in ChurnZero, the Customer Success software. Accurate and timely data, along with automated workflows, helped address potential churn risks proactively, leading to better customer retention rates.

5+ years of experience managing our Learning Management Systems to ensure technology, processes and content are aligned with company goals and strategy to help individual development and workforce performance results. Contributed to the Learning and Development team by assisting with key programs, including mentoring, first-time manager, and leadership development initiatives. Managed the review and implementation of required compliance training initiatives and engaged with stakeholders/leadership to ensure compliance objectives were achieved. Increased compliance completion rates from 55% to 98% year-over-year by showing the value of training and buy-in from leadership’s participation in communication with employees. 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗮𝗻𝗱 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗦𝘂𝗽𝗽𝗼𝗿𝘁:Provided training and product support for HR, 200+ site administrators and 10K+ end users.Establish global standards, documentation, and compliance processes. 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗦𝘂𝗰𝗰𝗲𝘀𝘀𝗶𝗼𝗻 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴:Developed modules in the performance management system for goal setting and individual development plans.Automated succession planning to identify skill gaps, competencies, and potential leaders.Managed the performance system to enable managers to track performance, development, succession planning, and feedback. 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗟𝗠𝗦 𝗔𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻:Lead testing, setup, and implementation of procedures, and administration of systems. Supported the integration of the LMS with other learning technologies (HR/IT).Collaborated with internal customers, talent management, and vendors to build, manage and organize content and course programs in LMS to ensure an optimal learning experience.Facilitated strategic direction of the LMS, partnering with vendors to monitor compliance with SLAs.

• Managed operational and technical training support for Domtar, ensuring seamless LMS administration.• Spearheaded performance management and succession planning initiatives to drive employee development and retention.• Streamlined processes and implemented best practices to enhance overall training effectiveness and efficiency.

Reported directly to VP of Global Talent Management and VP of Labor Relations to executive administrative ops.Promoted to Learning Management Systems Specialist in less than two years.

Report directly to the partner/senior vice president and brokerAssist with all phases of sales contracts, lease proposals, marketing proposals, escrow accounts, etcManage a variety of daily support operations of real estate broker including marketing profiles for potential clients and performing client analysis Generate real estate reports for internal and external clients Analyze internal processes and implement procedural and policy changes to improve workflow and simplify reporting procedures