➢ Adept at risk assessment, crisis management, and discreetly maintaining a secure environment. ➢ Established strong rapport with clients through clear communication and meticulous attention to their security requirements.➢ Successfully defused potentially volatile situations through effective communication and quick decision-making.➢ Compiled detailed incident reports and post-assignment evaluations, contributing to ongoing improvement of security protocols.

Total Flexibility In A Form, API, And Enterprise Data Management Infrastructure Embedded In Your Environment➢ Delivered a significant boost to the company's bottom line, contributing an ARR of over $185,000 through successful lead conversion and onboarding➢ Successfully oversaw a diverse portfolio of 50+ clients by producing 100% software adoption and retention, ultimately driving a 10% revenue increase through effective client management➢ Collaborated with cross-functional teams to identify customizations, priority escalations, and altered implementations, resulting in a 20% reduction in average resolution time and earlier go-live dates➢ Provided value as a Trusted Advisor, ensuring long-term client satisfaction and optimized product use➢ Diligent record-keeping using Freshdesk Ticketing, Jira, and Google Workspace

Key Accomplishments: ➢ Produced a 96% customer retention rate➢ Generated a 21% revenue increase for 2021 through proactive client engagement➢ Successfully oversaw a $1.8 million global book of business due to dedicated international meetings held 3 nights/week and cross-functional leadership➢ Managed 156 Enterprise Accounts comprising 80% book of business➢ Serviced 15 international customer accounts, including China, Australia, Canada➢ Proactively managed account Success Cycles, Scores, Pulses, and Engagements within Client Success platform to establish retention and net new revenue KPIs➢ Drove software adoption and engagement by organizing and directing weekly/monthly/quarterly/annual executive business account reviews and service escalation meetings ➢ Conducted new client onboardings and coordinated sales engineer demos & training while increasing Net Promoter Scores➢ Developed client trust by being an inter-departmental client advocate for product feature releases, contract negotiations, and service escalations

CSM at Kickserv - Field Service Management SaaS Group within ReachLocal a USA TODAY NETWORK company and part of Gannett Co., Inc. (NYSE:GCI) is a leading global provider of online marketing services to local businesses. Laid-Off due to COVID-19; operations & budget cuts were executed.➢ Co-Developed the Client Success Department consisting of 2 CSM's, 2 AE's, and 2 Support Technicians while partnering with Product for feature releases & roadmap➢ Specialized interdepartmental client advocate that enhanced client satisfaction, quality of product, responsiveness of Support and overall customer experience➢ Excelled at virtual and face to face client onboardings that increased user engagement and software adoption as a trusted advisor➢ Hosted 'round-table' meetings with senior leadership to determine best strategy for onboarding, account management, product roadmap and brand ambassadors➢ Managed a multi hat role by teamwork, a technical aptitude, and effective communication within integrated software: Slack, Intercom, Salesforce, Calendly, Zoom, Delighted & Capterra

Kickserv - Field Service Management SaaS Group➢ Achieved monthly sales quotas by selling larger SaaS bundled subscriptions➢ Developed and managed a pipeline of leads; executed deals by phone with tailored, web-based demos➢ Represented the company at the 2019 Las Vegas Tradeshow “World Service Expo”, networked with small to mid-size companies leading to 37 new business contacts and 5 new accounts

Kickserv - Field Service Management SaaS Group➢ Handled escalations, conflict resolutions for customer-facing issues, by phone & Intercom service chat tickets➢ Communicated technical information and workflow resolutions by Zoom screen share meetings➢ Resolved clients general 'How To' questions and detailed database and report management concerns within Kickserv (CRM) FSM SaaS tool

Edge CRM SaaS Group➢ Collaborative trusted advisor understanding needs, goals and challenges to showcase solutions within complex SaaS offering for enhanced marketing ROI➢ Cultivated new business opportunities while providing detailed virtual trainings events to increase client engagement and product adoption➢ Interdepartmental collaboration enhancing client upsells, training strategies and demo effectiveness

North America Inside Sales Group➢ Generated 502 sales-qualified leads (SQL) with $52,000+ monthly recurring revenue (MRR) to Sales team.➢ Assisted in building new BDR team developing business and brand recognition on a national level. Identified and qualified leads to orchestrate Sales Qualified Leads throughout the US and Canada while taking initiative testing and implementing new sales enablement tools like HubSpot Sales and Yesware.➢ Represented the company at the '2016 Annual National Dental Association Conference' in San Antonio, TX. Showcased services which produced 42 leads and 3 new signed up accounts.

➢ Achieved monthly sales quotas by adapting to a high-pressure, one-call close sales environment, providing limited B2B marketing to small and mid-size businesses➢ Exceeded KPI Metrics and won the 'Top Performer' award for overachieving specific sells targets on demand➢ Won an all expense paid trip for 2 to Cabo San Lucas, Mexico for 5 days.➢ Cultivated a work based personal development group to inspire and encourage employees