Built the Client Success Function from the Ground Up. Led the creation of the Client Success team, including designing all foundational processes, scorecards, and KPIs. Developed workflows and accountability frameworks to ensure high-quality service and seamless client onboarding.Recruited, trained, and mentored the first Client Success team members, growing the department from a one-person function to a fully staffed, high-performing team. Transitioned from founding the role to leading a team of CSMs.Reduced churn from 20% per month to nearly zero within 90 days by overhauling onboarding and implementing proactive customer success strategies. After the first year, only two clients requested refunds, a dramatic improvement compared to the previous average of two per month. I was focused on building solid relationships and providing value-driven support, leading to long-term client loyalty.I streamlined the customer lifecycle by developing standardized onboarding, success plans, and playbooks, which improved client onboarding time and reduced churn.Worked closely with product, sales, and operations teams to ensure customer needs were addressed at every stage. As the voice of the customer, I played a pivotal role in informing product enhancements and training initiatives, ensuring that our solutions were always customer-centric.I leveraged data and analytics to track client health, engagement, and renewal patterns. I created a detailed client health scoring system, which allowed early identification of at-risk clients and proactive intervention strategies. As a result, I achieved a 25% year-over-year client renewal rate. I used insights from customer behavior data to continuously improve service delivery and optimize client interactions for better long-term retention and satisfaction.

I managed a portfolio of key accounts, serving as the primary point of contact for clients. Focused on building strong, long-term relationships by deeply understanding client needs and delivering customized solutions.Utilized analytics to help clients optimize their call-tracking performance, identifying key drivers for sales and improving marketing ROI. Developed data-backed business reviews to highlight progress, address challenges, and propose strategic actions.A high client retention rate was achieved by providing exceptional customer service and timely solutions. Led quarterly business reviews that aligned client goals with Convirza’s offerings, ensuring consistent value delivery and fostering renewals.Identified opportunities to upsell custom voice analytics solutions that consistently generated monthly recurring revenue, aligning products with evolving client needs.Collaborated with internal teams, such as sales and product development, to execute client projects on time and within scope. Acted as the client's advocate to ensure alignment across departments.Proactively managed client health by monitoring KPIs and engagement metrics. Implemented client feedback loops, leading to a 15% improvement in overall customer satisfaction (CSAT) and stronger product adoption rates.

Managed several high-value, large-scale client accounts, focusing on delivering exceptional customer experiences and driving long-term relationships.I developed and implemented tailored client success strategies that drove year-over-year growth and significantly improved client retention. These efforts generated over $9 million in annual revenue by ensuring clients achieved their objectives and experienced measurable results from the partnership.Collaborated with sales, product, and operations teams to align internal processes with client goals, ensuring seamless service delivery and ongoing client satisfaction.Managed forecasting, budgeting, and variance analysis for key accounts, ensuring profitability while addressing client needs proactively. Led quarterly business reviews and created action plans to meet client-specific KPIs.Acted as a trusted partner and advocate for clients, aligning their objectives with the organization’s offerings and ensuring a high level of customer satisfaction across all interactions.

Directed daily call center operations, overseeing teams to ensure the achievement of key performance metrics. Implemented process improvements and managed complex escalations to drive operational efficiency.Coached and developed supervisors, fostering a culture of high performance and accountability. Led initiatives that increased first-level resolution by 30%, reducing reliance on higher-tier support and lowering costs.Analyzed financial data, productivity reports, and call center performance to identify cost-saving opportunities. Successfully increased the billing rate for agents by 11%, adding 4 FTEs and generating an additional $228K in revenue annually.Recommended and executed training enhancements for additional product lines, improving occupancy and reducing client costs by over $400K annually. Reduced Average Call Handle time and increased one-call resolution rates through optimized workflows.Managed staffing levels and scheduling to maintain adequate coverage while meeting performance goals. Collaborated with department heads to align policies and objectives with overall business goals.Recruited, interviewed, and trained new hires and supervisors, ensuring a seamless onboarding process and strong team development.

I advanced as Operations Manager to provide leadership, improved productivity, ensure quality and efficiency over core business departments. Working with other Senior Leaders to change a business model that focused on manufacturing sales revenue, to establishing strong brand awareness through new product packaging, respect, trust and integrity using marketing activities, website message, and promotional materials. Results included 37% increase in gross profit margins, 400% increase in volume and 300 active loyal customers - all within our NGO division. Represented the development of 3 new SBU’s; Retail, OEM and Custom Manufacturing. I restructured existing sales strategies and overall business development leading to a new revenue stream. I was also responsible for development and implementation of online/event/radio/print advertising campaigns,Redeveloped our customer service policies for both B2B and B2C channels by identifying customer needs/pain and conceptualizing creative strategies all while developing and maintaining 300 active clients.

Specialized in Sub Prime MarketCreated unique marketing packages to attract customers and outside brokersClosed and average of 3 loans per month generating an average of $1.3million Cold Call over 60 homes per dayGenerated leads online and through networking with brokers, appraisers, title agents and contractors.

Created campaigns to promote third party clientsAssisted in new product developmentImproved customer retention through up-sales and promotions

Order filling / Stock Rotation / Temperature Control / Shift Scheduling / Shipping & Receiving Customer Services / Client RepresentationPart Times Worked with Armor Swift; Worked packing line / Light Maintenance / Line breakdown / Sanitation