Kaley Vead Email & Phone Number

Charlotte, NC, US

Charlotte, North Carolina, United States

• Owns and manages a book of business comprising of Enterprise customers, ensuring personalized support and effective communication to drive customer satisfaction and loyalty.
• Forges consultative partnerships with top-tier accounts to identify growth opportunities and align product usage for defined ROI, maximizing expansion.
• Analyzes operations data to understand and address factors negatively impacting customer health and engagement, minimizing churn.
• Utilizes reporting dashboards within Gainsight to track and analyze customer interactions, enabling proactive identification of risks and opportunities for personalized outreach and strategic intervention.
• Collaborates with cross-functional teams including Support and Development to ensure seamless escalation and resolution of customer queries, enhancing overall customer experience and satisfaction.

• Monitored the service level being provided to the client and overall performance of the Client Experience Team.
• Fostered close working relationships at all levels, functions, and locations to build support and consistency.
• Captured the voice of the client using Net Promoter Score survey results and communicated critical client requirements to Director of Client Experience.
• Drove changes to optimize Net Revenue Retention and enhance client-centric culture.
• Analyzed root causes and identified closed loop learning opportunities for team members and clientele formulated from client feedback and critical client concerns.
• Provided career coaching to Client Advocates by facilitation of the Catalytic Coaching process and participation in employment decisions.

• Established and maintained positive relationships with new clients through consistent communication.
• Was responsible for maintaining an understanding of ever-changing system development, departmental processes and procedures as they pertain to payroll, tax and time and attendance knowledge.
• Delivered on-time and accurate knowledge of products and services offered by MPay.
• Handled client escalations and used feedback to enhance client service experience.
• Assisted with the training and leadership of the Huntersville Service Team.

• Assist during weekly radio broadcasts of “Fast Talk” and “O’Reilly Pit Reporters”
• Film, edit and put together promotional videos for a major client sweepstake contest
• Work with the Sales department by monitoring sponsor mentions during race broadcasts