Business professional with over 20 years of client success and SaaS business management experience in the automotive, technology, multi-family and finance industries. Proven strengths in leading teams and relationship building with multiple OEM, supplier and property management customers while achieving strategic growth, efficiency, KPI and revenue targets. Highly effective communication and professional interpersonal skills, demonstrating proactive ownership and ethical practices and standards.KEY ACHIEVEMENTS:-Business Relationship & Account Management:Instrumental in successful launches of multiple SaaS service delivery platforms, accounting for over 4.8 million active end-users across 8 automotive manufacturers and over 100 multi-family property management companies in the US and Canada-Process Improvement & Efficiency Gains: Overhauled existing processes and services that led to a 60% reduction in call volume/handle time, 93% success rates on remote services, and $1.8M+ in collections of outstanding payments-Financial Management & Project Management:Account business owner for multiple programs with combined budgets of over $7M, actively managing project timelines, deliverables, cost constraints, and completion under budget by an average of 21%-Team Leadership & Business Coordination: Group lead and SME for multiple endeavors such as the Enterprise Reporting Project, directing a cross-functional team of 30+ specialists in creating a standardized Reporting architecture, and Generative AI Tiger Team, leading research and analysis of AI trends and creating action plans for future adoption and use-Internal Growth & Development:Design & implementation of new Supervisor training programs for multiple Call Center management teams, aligning key skills with variant program knowledge and training while improving efficiency and standardization efforts through development of an enterprise procurement process-New Technology Implementation:Development, scoping, project management and launch leader for new customer support channels including Chat Support functionality while evaluating CRM streamlining opportunities to improve workflow and escalation processes and efficienciesCore Competencies:Business Strategy, Development and GrowthClient Relationship Management Customer LifecycleOrganizational DevelopmentProgram Management Revenue OpportunitiesOperations Management Procedure/Process DevelopmentProduction Support Product ManagementFinancial ManagementCRM TechnologiesBrand AwarenessB2B Account ManagementOperations Governance