Strategic client experience and operations excellence executive adept at intertwining client experience excellence with operational efficiency. Recognized for spearheading transformative customer-centric initiatives and introducing feedback mechanisms that foster continuous improvement. Noteworthy for consistently achieving a 98% client retention rate by leveraging large client account management prowess and optimizing customer journeys. Demonstrated acumen in pioneering projects like an innovative Learning Management Department and creating a Client Success Manager department while harmonizing multifaceted teams. Adept at customizing solutions to fit consumer needs and ensuring seamless integrations. Entrusted with leadership roles over teams of 380 cross-functional staff and managing P&L upwards of $100MM. Career Highlights: ● Established and led a world-class Customer Success Team within 12 months to service over 600 clients achieving a consistent 98% client retention rate leading to a 30% increase in ARR from program inception while reducing client churn rate.● Innovated online and virtual learning opportunities improving customer service while reducing travel expenses by 75% resulting in positive impacts of gross profits resulting in record EBITDA performance. ● Designed and restructured outdated implementation architecture by developing a Project Delivery Office, doubling onboarding capacity for net new installations, generating additional $36MM in yearly revenue.● Revitalized client interaction paradigms, reducing operational redundancy by 30%, enhancing the overall client experience. Strategy + Execution = Success.