As Senior Director, Client Services at Real Geeks (parent company Fidelity National Financial NYSE:FNF) I've built teams and established processes that allow us to deliver exceptional service to our customers in the SMB space. I've worked alongside my fellow department leaders in marketing, sales, engineering, and product to advocate for our customers and drive our growth and profitability.Key Accomplishments:- Drove an 18% reduction in platform churn- Built our account management, customer support, ad/marketing delivery, customer data, and client retention teams, all without sacrificing our profitability or margins- Transformed our service teams to become a competitive advantage with fantastic reviews and 95%+ CSAT

After getting our onboarding team off the ground, I was tasked with establishing a team to service a new product, a lead generation service for our clients. Anticipating that more steps needed to be taken to reduce customer churn as we grew, I also established our customer retention team.

I joined Real Geeks to establish our onboarding procedures and build our onboarding team. I was one of the first hires the company made after moving their headquarters to Dallas, and embarking on a high growth period that would eventually lead to our acquisition by Fidelity National Financial (NYSE: FNF).

Alongside our VP of Product, I helped launch and manage products to help real estate agents acquire new business- led a team to deliver services to support our lead generation product- helped launch DownPayment.org lead generation product, which generated $3M+ in revenue annually- worked on launch of CRM and referral network for DownPayment.org product, including user testing, negotiating with vendors, designing experiments with our users, QA, and negotiating with outside vendors for co-branded products- improved internal processes for managing accounts, helping the team realize cost savings of over $30K monthly- launched product add-ons to decrease churn and increase engagement with our platform. - designed and launched onboarding and training program for new users to the platform- created and launched membership and e-learning product designed to create a pool of ideal users to upsell to company's core product - Established and implemented customer support processes and operationsThough not part of my job duties, I participated in our company's culture committee to help plan events and continuing education activities to promote our core values and organizational culture.