● Led a team of thirty representatives across the Online Payroll and Service Departments responsible for managing over 5,000 clients ● Worked effectively with staff and management to achieve a 90% retention rate across client portfolio over the past year ● Ideated and implemented a workstream allowing the client success team to effectively share direct client feedback with the product and engineering team. This resulted in faster issue resolution, quicker time to launch for new features and higher client satisfaction ● Implemented procedures to improve NPS score for Online Payroll Department from -5 to 36 in 2021 by focusing on improvement of KPIs across department (80% of calls answered within 20 seconds and less than 15 second Average Wait Time) ● Awarded PrimePay 2020 212° award for exceptional service and leadership

● Independently handled accounts for thirty of the companies most profitable clients ● Formalized curricula, instructions, and documentation to optimize onboarding of new hires ● Managed escalated client issues and trained team on best practices to handle situations in the future leading to a 35% reduction in client escalations

● Collaborated with executive leadership on development and implementation of VIP client service model that included top one hundred clients ● Assisted engineering team with rollout of new web-based client facing platform by analyzing requirements and performing user acceptance testing

● Independently handled customer accounts through the refinancing/purchase process with total loan volume over $25 million ● Worked with management to develop and carry out marketing plan through networking and social media