● Manage and resolve a high volume of IT tickets, ensuring timely and effective support for end-users.● Develop comprehensive user guides and documentation for various software applications, enhancing self-service support options and reducing ticket volume.● Implement process improvements that streamlin ticket resolution workflows, improving overall efficiency and customer satisfaction.

● Established Customer Success model as the allergy software company’s first Customer Success Manager. ● Created surveys to acquire qualitative feedback and assign Net Promoter Scores. ● Identified key accounts and initiated strong relationships as a trust advisor.● Collaborated with Accounting and Customer Service to streamline processes.● Utilized Scrum and Agile user stories to work with software developers to enhance the software platform.

● Onboarded and implemented the Clarity allergy software, helping new customers realize their time to value.● Engaged with sales personnel to drive new features and training initiatives. ● Performed quarterly business reviews with executives demonstrating Clarity’s operational effectiveness.● Commended for remarkable performance and received the Carl Sewell Customer Service Award in 2019.

● Delivered vital contribution in executing retention and growth strategies for 17 accounts with a combined net worth of $1.2M for a pre-employment screening solutions company.● Identified and capitalized on potential value-added opportunities, including upselling services and preparing solution proposals.● Developed comprehensive, monthly KPI reports, performed quarterly business reviews that explored areas for improvement, and proposed recommendations to senior… Show more ● Delivered vital contribution in executing retention and growth strategies for 17 accounts with a combined net worth of $1.2M for a pre-employment screening solutions company.● Identified and capitalized on potential value-added opportunities, including upselling services and preparing solution proposals.● Developed comprehensive, monthly KPI reports, performed quarterly business reviews that explored areas for improvement, and proposed recommendations to senior management.● Maintained compliance with industry best practices as well as ensured reporting of account managers on the same metrics by streamlining SOPs. Show less

● Optimized budgets, minimized operational costs, and attained customer success while overseeing $1.5M in corporate mobile device/service plans for enterprise and Fortune-500 clients.● Demonstrated leadership and delivered operational direction to a high-performing customer service team to effectively field incoming customer inquiries.● Boosted productivity levels by overseeing staff training programs, coaching new employees, implementing a mentor program for all new hires, and… Show more ● Optimized budgets, minimized operational costs, and attained customer success while overseeing $1.5M in corporate mobile device/service plans for enterprise and Fortune-500 clients.● Demonstrated leadership and delivered operational direction to a high-performing customer service team to effectively field incoming customer inquiries.● Boosted productivity levels by overseeing staff training programs, coaching new employees, implementing a mentor program for all new hires, and providing a point of contact for learning opportunities and questions.● Negotiated and secured elite deals for each account based on needs, budgets, and existing contract terms by conducting market research and identifying changes in mobile carrier service offerings and pricing.● Achieved $242K in annual savings for a client while maintaining all existing services and usage levels.● Recognized and addressed $44K in carrier errors by analyzing monthly spend/usage reports while establishing strong communication with carrier to secure credit for future billing cycles. Show less

● Advised in the customization and implementation of the new ticketing software, ServiceNow.● Composed the entire training documentation for new PHH employees and the IBM transition.● Published over 100 knowledge base articles.● Trained on-site and remote IBM employees for knowledge transfer to new IT help desk in India.● Resolved various software errors through remote assistance for a company of more than 5,000employees at a rate of 30% higher than that of my coworkers.

● Led the call center Operations Team, driving exceptional speed and accuracy in service delivery.● Managed and prioritized customer-generated tasks, consistently meeting and exceeding client requirements.● Collaborated with Customer Service to optimize internal processes and dispatching procedures, enhancing overall operational efficiency.

● Answered inside sales calls and promoted the conferencing services.● Compiled and analyzed database queries for accountable reporting and invoicing.● Onboarded and implemented new client accounts while establishing strong, long-lasting business relationships.