-Collected, tracked and analyzed customer feedback through data analysis and software usage. Implemented new customer service protocols to further streamline and improve customer experience.-Realigned customer service metrics through data analysis to increase customer satisfaction. Developed and reformatted new health scorecard to systematically measure customer health, prioritize customer segment engagement strategies and reduce client churn. -Presented detailed insights to stakeholders using data analysis and feedback surveys.-For root cause analysis purposes, tracked customer complaints, identified trends and proposed how to improve customer experience processes to ensure better customer satisfaction.-Built data tables within Gainsight software to better recognize key user behaviors, identified customer pain points and trends, used data-driven insights to shape customer strategies and proposed/implemented solutions to address identified needs. -Supported the Customer Experience team by analyzing, monitoring and reporting on key metrics related to customer satisfaction and usage through Gainsight, Power BI, support tickets and customer surveys. -Orchestrated and participated in cross-functional projects including ongoing enhancements, data analysis, providing customer support and determining areas of optimization to improve customer satisfaction, NPS and retention

-Facilitated the successful implementation of client-specific service and support by building individualized service plans and coordinating with cross-functional teams to ensure quality of services and meeting all deadlines.-Developed, authorized and managed financial budgets ranging from $3,500-500,000. Including review and approval of all services requested to ensure in ordnance with county, state and federal regulations. -Responsible for the dissemination of company policies, processes and procedures while ensuring all individuals were served adequately and equitably.

-Developed data tracking system formulated from a detailed review of the individual's strengths, deficits and individual service plan. -Lead staff training, implementation and analysis of all data tracking systems for client caseload. -Reported and presented data gathered at yearly county board meetings to justify individual service plan implementations and modifications, resulting in the continuation of services for the individuals served.