Accomplishments include:• Oversaw a team of 9 Customer Success Managers and a portfolio of 1,200 accounts totaling $97million in annual recurring revenue. Consistently maintained a net retention of 1.00 and above while limiting churn to an average of less than 6%. Segmented account base between High Touch and Scale to provide direction and focus.• Grew portfolio $13 million from Q2FY21 to Q4FY24 by driving adoption of adjacent workloadswithin the Webex Suite, mitigating risk of churn by helping key stakeholders accomplish theirbusiness objectives with Webex, and identifying upsell opportunities for Sales. In FY24 our net retention was 106%.• Facilitated ideas to stay competitive in the industry through thought leadership and creating specialized roles within the team leveraging their product knowledge to elevate their peers.• Served as a liaison between Customer Success and the Product Managers to provide customer feedback, product feature ideas, and high-profile customer events.Responsible for leading and managing a team of Customer Success Managers whose primary responsibilities include implementing strategies to improve customer adoption, satisfaction, and growth within the Collaboration product portfolio. Fostered a customer-focused culture within the team and collaborated with sales and product teams to align customer success strategies. Became the first team in all of Cisco to incorporate AI by developing a customer lifecycle tool to assess the current customer stage and recommend advancement opportunities to progress through the lifecycle. Handled and resolved escalated client issues, monitored team performance using key KPIs, and reported on metrics throughout the customer lifecycle from Onboarding to Advocacy.

Accomplishments include: • Owned the complete customer lifecycle of onboarding, adoption, expansion, and renewal in a portfolio of 30+ accounts totaling $9 million in ARR.• Contributed to the success of multiple Business Round Table meetings with 150 of the world’s top CEOs and Congress members.• Improved the Net Retention of my accounts from 0.81 in Q1FY20, when I inherited the accounts, to 1.24 in Q2FY20• Decreased Churn rate from 19% in Q1FY20 to 9.5% in Q2FY20Consistently demonstrating value and benefits to customers through business reviews and adoption-based activities leading to modern experience optimization. Develop and maintain relationships with key stakeholders, including customers, partners, and broad cross functional groups within Cisco. Lead team trainings on adoption practices, customer calls for other CSMs, and continually urging competition in those areas. Responsible for protecting revenues for accounts by improving customer utilization and identifying revenue expansion opportunities.

Accomplishments include: • Own the complete customer lifecycle of onboarding, adoption, expansion, and renewal in a portfolio of 180+ accounts totaling over $5 million in ARR.• Decreased churn in portfolio from 16.7% in FY18Q4 to 8.6% in FY19Q3• Increased Upsell percentage from 5.8% in FY18Q4 to 12.7% in FY19Q3• Achieved a Net Retention Rate of 1.041 and a Net Growth Rate of 1.374Consistently demonstrating value and benefits to customers through business reviews and adoption-based activities leading to modern experience optimization. Develop and maintain relationships with key stakeholders, including customers, partners, and broad cross functional groups within Cisco. Lead team trainings on adoption practices, customer calls for other CSMs, and continually urging competition in those areas. Responsible for protecting revenues for accounts by improving customer utilization and identifying revenue expansion opportunities.

• Created over 50% of total pipeline opportunities for the sales team in 2018.• Achieved 100% of Q1 Quota which consisted of targets for prospecting activities and qualified sales leads.• 80% of time spent qualifying leads at the C-Level /VP positions for the hospitality industry by cold calling, email campaigns, LinkedIn and industry research, and leveraging relationships for warm introductions.• Initiated and facilitated Discovery Calls which progressed the sale to a qualified lead/demo stage.• Kept track of all activities, conversations and lead progression in Salesforce and worked with Product Management to ensure competitive intelligence information was up to date and communicated to team.

• • Exceeded quota and maintained an average close rate percentage of 30% over a three-year span; Consistently ranked in the top 10 of all company sales representatives.• Conducted 3.5 demos per/day, with an average annual deal size of $3,000. Closed the largest deal on the insurance vertical at over $41K.• Participated in “Solutions Not Problems” initiative and other projects that resulted in improving metrics and focusing on result-driven practices by 15%.• Served as Team Lead to implement training, focus, and expand the team’s skillset. As a result, the team exceeded their quota 75% of the time – an improvement of 4X from the previous 2 years.• Started at Citrix by making over 150 cold calls per day to generate leads for Senior Sales Representatives.

• The Group Sales Department had significant increase in sales during my tenure and I was the lead sales person with a record setting year for the team based off revenue in comparison to previous seasons.• As a Group Sales Associate, my responsibilities included contacting prospective and existing clients and persuading them to have a group outing at the ballpark as well as purchasing luxury suites. This also included making sure they had a wonderful experience.

• Managed a staff of about 30 employees including servers, bartenders, chefs, and bussers.• Responsibilities included placing order for inventory, managing revenues and expenses, reporting daily sales and managing vendor relationships.

As a Guest Service Representative, I had many duties. I served as an usher, greeter, and security for the VIP party of the Bon Jovi "Because We Can" Tour. The head of the Bon Jovi VIP party told me I was the best person she had ever worked with across the globe. I have helped guests with many issues. I worked in direct relation with Alcohol Compliance to ensure the utmost safety for the guests.

• In August 2012, I worked the Republican National Convention. This entailed me checking credentials to enter the floor area where all delegates were located. I also served as security for the NBC broadcast suite.• My largest contribution was developing an employee manual comprised of 65+ pages that stated all rules and regulations for employees as well as general information such as maps, arena policies, and evacuation procedures. • Administered a program called ABI Mastermind which controls the schedules, availability, and position deployment of our employees. It also manages our lost and found and uniform inventory. • Made sure that all suites and premium areas were set up for events. • Briefed the guest services and platinum services staff before events. • Supervised ticket taking during some events which entails issuing ticket scanners, handling any ticket issues, and doing the drop counts to determine attendance for events. • I have interviewed people applying for positions and completed reference checks. • Managed autograph sessions. • I have announced high school hockey games. • Set up for interviews and served as a utility worker for ESPN for Big East basketball games.

Prepared all athletic fields/courts for sporting events. I mowed the grass and constructed the fields by using measurements and painting them. I performed all maintenance that was required to athletic fields and stadiums. I utilized my risk management skills for all sporting events to ensure the safety of guests.

Set up tents, tables, chairs, linens, china, dance floors, and stages for eventsTeam leaderProvided prompt, efficient service to customersUsed own discretion and judgment to make independent decisions on the jobIdentified communication efficiency to the appropriate managers

Set up tents, score tables, promotion booths, and advertisements for events Provide the members with their golf clubs and a golf cart upon requestKeep the putting greens and the driving range clean at all timesMaintain the locker room Identified communication efficiency to the appropriate managers