Responsible for building strong business relationships with clients; working closely together to achieve long-term goals and objectives. Maintain the highest customer satisfaction levels by addressing clients' inquiries, concerns, and requests timely and accurately. Analyze current industry trends to identify business opportunities. Support the project management team to implement policies and procedures to boost project productivity.

In my role as Director of Customer Success with Baker & Taylor, I am responsible for directing high-performing teams of 20 to 22 employees to engage and retain customers. I use detailed analysis ofclient feedback to uncover key factors affecting customer experience. I developed KPIs (key performance indicators) to cater to all aspects of customer success, including conflict resolution and service delivery. I collaborate with internal stakeholders and external customers, including senior-level executives to accomplish set business goals.Below are my Key Contributions in this role:• Administered departmental budget with a keen focus on reducing costs.• Ensured maximum customer satisfaction through complex issues resolution.• Drove growth of organizational customers by promoting product development and enhancement.• Fostered and maintained long-term relationships with customers for business growth.

In my role as Director of Customer Experience with collectionHQ, I identified core objects, address bottlenecks, and discuss feedback by collaborating with key clients and potential customers. I was tasked with defining performance goals for teams as well as delivering detailed guidance for achievement, while providing accurate feedback for improvement.Below were my Key Contributions in this role:• Maintained a 92% software retention rate globally by executing proven strategies.• Created risk metrics and remedies for SaaS customers aimed at improving the overall experience.

In my role as Eastern Sales Manager with collectionHQ, I was hired to administer sales management initiatives to achieve territory development and exceed sales revenue quotas. I managed all aspects of business development in the Eastern region.Below were my Key Contributions in this role:• Thrived as SME (subject matter expert) on collectionHQ during conferences and events based on exceptional industry knowledge and strong communication skills.• Devised and implemented advanced sales strategies for rapid/consistent business growth.

As the Director of Library Partnerships, I created effective sales strategies to address bottlenecks, identify critical areas for improvement, and drive positive results in optimizing customer sales, loyalty, and acquisition. I improved sales revenue quotas and devised an innovative territory plan to maximize sales organization. I also streamlined processes through client relationship management to ensure client expectations were aligned and established.