Louie A. Rojas Email & Phone Number

Kissimmee, Fl, Us

• Appointed to the Customer Success Committee to create meaningful, tangiblesolutions that improve the department's efficiency and the customer experience.• Manage a portfolio of 50+ high-value customer accounts with an Annual RecurringRevenue (ARR) of over $1.7 million through proactive engagement, timely issue resolution, and customized strategic account management.• Lead Quarterly Business Reviews (QBRs) and ongoing client trainings for C-level decision makers, including product feedback sessions between strategic clients and product managers. • Proactively identify opportunities to educate customers on new products, benefits, and program initiatives, driving product adoption and customer engagement.• Utilize data and analytics to track customer behavior and identify opportunities for up-selling and cross-selling additional products and services.• Collaborate with cross-functional teams, such as Benefits, Operations, Product, and Marketing, to shape innovative approaches and optimize utilization of new infrastructure and service.

New York, New York, United States

• Manage robust book of over 55 accounts with an ARR exceeding $1.5 million• Collaborate cross-functionally with internal-facing teams (Benefits, Operations, Product, compliance) as a customer advocate to improve processes to enhance the customer experience.• Lead book of business through the annual Health Insurance renewals and End of Year Filings, ensuring compliance with all applicable regulations and guidelines.• Act as a trusted advisor and subject matter expert on complicated concepts related to health insurance, compliance, taxes, payroll and other relevant topics in simple, user-friendly terms.• Streamline and project manage complex issues to ensure the success of customers on the platform.

Kissimmee, Fl

● Managed 55 SMB & Mid-Market accounts exceeding $1M in ARR.● Increased expansion revenue by 50% across BoB (vs 20% team average) by proactively identifying value drivers.● Synthesized customer feedback & presented recommendations to the Customer Experience team that resulted in a 35% increase in YoY retention company-wide.● Authored and implemented an Account Manager playbook in Google Workspace, utilizing data from Salesforce & JD Edwards.● Led annual renewal negotiations and achieved an average NRR of 102% (vs. 85% team average).

Kissimmee, Fl

• Developed customized performance improvement plans for over 20 level-1 customer service representatives to enhance the overall customer experience and meet performance objectives.• Successfully led team to transform under-performing KPI metrics, including call times, CSAT scores, response times, sales, quality assurance, and overall satisfaction, exceeding organizational benchmarks by 20%.• Maximized customer satisfaction by executing process efficiencies and enhancements while overseeing the on-boarding and post-acquisition customer life-cycle process. • Effectively managed high-pressure situations by handling escalated calls, efficiently resolving conflicts, and maintaining high levels of customer satisfaction.• Increased ARR by 33% by up-selling valuable options to customers, • Presented creative solutions to clients with complex situations to increase retention, expansion, and customer success.

Kissimmee, Fl

Managing Director (2007 to 2015) Triggered revenue growth by 300K and led the company’s explosive growth as it became of the most renowned landscaping businesses in central Florida with over 150 contracted properties through effective management of all operations. Maximized property value and coordinated operations related to facility management, such as management of exterior physical condition, maintenance, and cleanliness of all monthly contracted properties. Gauged company progression, optimized processes in operations, assessed risks, and identified areas of improvement through the preparation of financial reports, customer surveys, team meetings, etc. Directed all operational activities, including performing inventory checks, replenishing supplies, preparing invoices, drafting & negotiating contracts, creating proposals, and managing accounts (receivable and payable). Monitored project progress and addressed all situations that arose. Maintained quality control procedures through conduction of daily, weekly, and monthly inspections. Selected Contributions: Enhanced productivity by developing and executing the monthly schedule for over 150 clients and 8 employees. Pioneered organizational adoption of Apptivo CRM software to efficiently adapt to growing customer base. Increased outbound sales, expanded client base, managed and monitored health of customer accounts, promoted company by ways of telemarketing, face-to-face interactions, customer referral incentives, etc.