At Lone Wolf, I currently strategically manage customer relationships across a book of business of 60 customers with $2.6m in combined revenue, with a focus on generating revenue by delivering value, securing renewals, identifying growth opportunities, and driving satisfaction.* Resolving at-risk accounts for a current total of $198,633 in ARR saved, ensuring customer retention and long-term satisfaction.* Identifying and passed upsell opportunities to Sales, currently resulting in $168,372.42 ARR in expansion and additional revenue for the company.* Converting month-to-month contracts to long-term agreements, securing $569,472.02 in new long-term contracts and enhancing customer commitment.* Successfully resolving customer help desk issues, contributing to $932,519.52 in saved ARR, ensuring customer satisfaction and preventing churn.* Achieving an average 90% customer retention rate through strong relationship management and tailored success strategies.* Drive increase in product adoption and improved customer health scores by executing personalized Customer Success Plans and training sessions.

In this dual role, I led client service operations while managing MLS coordination for a fast-paced real estate technology company. My focus was on ensuring exceptional customer service, streamlining operations, and maintaining compliance across MLS platforms.* Led client service teams, providing guidance and training to improve response times and customer satisfaction, contributing to high retention rates.* Managed and coordinated MLS integrations and updates, ensuring smooth, compliant onboarding of clients across multiple MLS systems.* Acted as the primary point of contact for clients, resolving complex service issues and maintaining positive relationships that fostered long-term partnerships.* Spearheaded the implementation of client onboarding processes, reducing time-to-value for new customers by 20%.* Collaborated cross-functionally with Product and Development teams to ensure MLS compliance and resolve system-related challenges.* Contributed to product enhancement by gathering client feedback and working with development teams to implement changes that aligned with customer needs.* Developed and maintained performance metrics to monitor customer service operations, ensuring consistent quality and efficiency.

As the Client Service Operations Manager, I was responsible for overseeing national account operations, ensuring seamless service delivery, and driving customer satisfaction for large-scale clients. My role involved coordinating multi-location services, managing complex projects, and optimizing operational processes to enhance service efficiency and client retention.* Managed national accounts, overseeing service delivery for multiple clients across various locations, ensuring all contractual obligations were met.* Developed and implemented standard operating procedures (SOPs) for managing national accounts, ensuring consistency and scalability in service delivery.* Acted as the primary liaison between clients and internal teams, resolving service issues and ensuring client satisfaction, leading to a higher client retention rate.* Coordinated and managed emergency service requests and high-priority projects, ensuring timely resolution and minimizing client downtime.* Improved reporting and performance metrics, enabling more accurate tracking of service delivery and operational performance.* Led cross-functional teams to streamline operations and improve client service processes, resulting in an increase in service efficiency.

As Service Coordinator, I was responsible for managing fire suppression and explosion protection services for national and international clients, ensuring the timely execution of emergency services and maintenance projects. My role required effective coordination between clients, internal teams, and regulatory bodies to deliver high-quality, compliant services.* Coordinated and managed fire suppression and explosion protection projects for national clients, including emergency service requests and routine maintenance.* Ensured that all services complied with industry safety regulations and standards, minimizing risk and ensuring the protection of client assets.* Acted as the primary liaison between clients and internal teams, ensuring all service work orders were fulfilled on time and within compliance standards.* Collaborated closely with the Finance and Accounting departments to ensure accurate invoicing and timely closure of work orders, assisting in collections when necessary.* Developed and distributed quarterly newsletters to promote company services, recognize team achievements, and enhance positive client relations.* Played a key role in troubleshooting and resolving complex service issues, resulting in a high on-time service completion rate for clients.* Monitored inventory and supply needs for service projects, ensuring that all equipment and materials were available to meet client requirements.* Supported cross-functional collaboration with Operations and Sales teams to identify opportunities for service expansion and client growth.

As Assistant Manager of Fleet Client Services Inquiry, I managed relationships with major national accounts, ensuring their contractual needs were met while optimizing service delivery, while also assisting in leading an inquiry team of 15. My role involved overseeing service inquiries, resolving complex client issues, and implementing process improvements to enhance overall customer satisfaction and operational efficiency.* Managed relationships with major fleet service accounts, ensuring high levels of customer satisfaction and addressing client needs promptly.* Led a team responsible for managing day-to-day client inquiries, resolving 95% of issues within SLA timelines to ensure customer retention and satisfaction.* Oversaw and processed service inquiries for fleet clients, coordinating solutions between internal teams and clients to ensure timely issue resolution.* Developed and maintained contractual agreements with major accounts, negotiating terms to align with client requirements and company capabilities.* Played a key role in Lean Six Sigma initiatives, contributing to the successful implementation of process improvements in the Xerox Inquiry Department, which resulted in a 15% reduction in response time for client inquiries.* Collaborated closely with Sales, Operations, and Product teams to align service delivery with customer expectations and drive additional business opportunities.Trained and mentored junior staff, promoting a customer-centric approach that improved service quality and efficiency.* Contributed to the development of standardized reporting tools, enabling more effective tracking of client interactions and service outcomes.

As an Office Clerk at Austin Industries, I provided administrative support to ensure smooth office operations and assisted various departments with clerical tasks. My role involved maintaining records, handling communications, and supporting office staff in day-to-day activities.* Managed filing and documentation, ensuring the accurate organization and maintenance of office records and files.* Assisted with data entry, processing invoices, purchase orders, and other business documents to support office operations.* Coordinated incoming and outgoing communications, managing phone calls, emails, and correspondence to maintain clear communication across departments.* Supported the preparation of reports and presentations, compiling data and information for internal meetings.* Provided general office support to various departments, ensuring smooth workflow and assisting with special projects as needed.* Maintained office supplies by tracking inventory and coordinating reorders to ensure that the office was fully equipped.* Helped organize and manage scheduling for meetings and events, ensuring all logistics were in place.