Manage multiple key customer accounts by ensuring positive holistic experience with all internal touchpoints.Lead onboardings, provide ongoing training and guidance, and manage enhancement projects for MS Dynamics 365 Sales and Sage CRM platforms.Collaborate with customers and partner with internal product development teams to identify and deliver solutions that meet ongoing business needs and future goals. Identify customer pain points and advocate for timely, comprehensive resolutions.Develop training content, knowledge base articles, and internal process improvements to enhance customer experience.

Led NYC center to profitability within 6 months of operations and to be the top grossing of 14 regional locations, and a top 3% grossing center within the 800+ center system. Hired, developed, coached and supported 30 member team to ensure consistent delivery of unparalleled customer experience.Drove operational excellence through team leadership focused on positive influence, management mentoring, and consistent training with a relentless focus on customer retention and increased profitability. Invited by Corporate franchisor to speak on panel of high-performing centers at annual franchise conference regarding our unique culture and approach to employee performance and retention and its related impact on customer experience.

Managed team of paralegals and receptionists to support attorneys at busy multi-office NY/NJ real estate law practice.Responsible for hiring, training, employee relations, payroll, vendor relationships, and general office administration.

Managed the performance of multiple teams in the Finance Department Department and Office of General Counsel, maximizing productivity and quality of work while minimizing employee relations issues.Optimized staffing levels and identified career growth oppotunities for team members.

Engaged with clients to evaluate HR policies and procedures to assess and limit potential areas of risk.