Senior software trainer including implementation and support of current and new clients. Respond to inquiries from staff, administrators and users through phone, email and tickets for assistance and support. Test and evaluate software updates based on feedback from clients and support staff. Utilize expertise of product line and understanding of Salesforce CRM and marketing automation toolsets, to assist clients in achieving the highest levels of satisfaction.• Led performance improvement by creating, drafting and delivering a client engagement model that reduced 1st year churn by 50%.• Achieved an 89% renewal rate on annual contracts• Implemented new KPI reporting in Salesforce CRM for support, sales and accounting.• Assisted developers with significant improvements to application including integrations with Salesforce and Zapier. Include beta testing with client base.• Increased new client training completion to 95%.

Manage existing customer base that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. • Achieved 85% retention rate by strategically offering product bundles to meet customer requirements.• Awarded Employee of the Quarter for highest number of retained clients and renewed contracts• Achieved 300% of department performance goals monthly.

Manage client accounts including advising and enrolling students regarding admissions and degree completion requirements for the University. Ensured student retention by providing administrative, academic and financial aid support for students during admission process through their evaluation period.

Manage accounts for university graduate degree programs, admissions and application process, including enrollments for NYU/Poly, Boston University and Franklin Pierce University , including all lead flow distribution – dialer and manual distribution and create billing for accounts receivable.Prepared weekly and monthly financial reports and analysis tracking team productivity, contact and letter of intent metrics versus budget. • Reduced marketing expense by $150,000 per year by developing and implementing financial model• Improved graduate program admissions goal by 20% and maintained 75% graduation rate

Plan and execute all aspects of communication on missions, both during combat and peacetime.Understand tactical decision making and role as a leader in a combined arms or joint-force environment.Coordinate deployment of Signal Soldiers at all levels of command, from platoon to battalion and higher, in U.S. and multi-national operations.