Michelle Szeto Email & Phone Number

- Fostered strong client relationships by building trust and rapport, provided added value to the partnership, & sourced opportunities for account expansion & upsell, resulting in an 85-90% retention rate and long-term customer satisfaction & loyalty (signed multi-year contracts up to 10 years).- Successfully managed a substantial $2 million book of business in the SMB space, responsible for over 450 accounts ranging from individual school sites to large school districts across the West Coast & Illinois territory. - Utilized data-driven insights to strategically identify upselling and expansion opportunities within existing accounts, growing foundational accounts into mid-market tiers (largest growth deal of 354%: 11k -> 50k ARR)- Served as the primary customer contact with the focus of driving product adoption and utilization, sharing best practices and strategies for customers. - Executed full sales cycles starting with post-sale handoffs with Account Executives, account management throughout their contract, and proactive & intentional outreach to identify any client needs to secure their renewal.- Developed and showcased a deep understanding for all GoGuardian Suite products, as well as acquired products such as Pear Deck, Edulastic, and TutorMe. Conducted product demos and personalized training sessions with top clients within my book of business to enhance their product knowledge and usage.- Collaborated with channel partners to provide a positive customer experience & smooth sales process which contributed to overall business growth for both GoGuardian and our channel partners.

- Converted to a full-time employee within 5 months of internship- Updated Salesforce data for 400+ lost opportunities, resulting in a 10% increase in site expansion and reactivation of churned accounts across all Account Manager books.- Identified and created a list of the top 3 teacher users for over 250 expiring accounts to contact and prevent churn- Practiced product knowledge by attending trainings and demos for GoGuardian Suite, Pear Deck, and Edulastic- Developed an understanding of the foundations & daily functions of account management, including the use of platforms such as Salesforce, Salesloft, CPQ, HighSpot, and Slack

- Designed informational Instagram posts and updated the organization website with new programs and projects, which increased our engagement by 150%- Created 4 monthly newsletters using Canva and MailChimp to inform supporters of our achievements and future projects, which helped us receive a $15,000 donation and a large NGO grant- Collaborated with other interns from UC Irvine in youth development programs where we guided up to 15 high school leaders about social justice, civic engagement, career development, and wellness- Assisted the site supervisor with 2 new Emergency Housing grant programs, COVID-19 resource distributions, and more

- Trained 5 new hires and volunteers on hospital functions and professional etiquette which allowed them to properly conduct themselves when speaking to clients and their patients- Executed sales opportunities for prescription diets that cater to the specific needs of the patient's individual needs which would require monthly refills and purchases.- Delegated and performed various tasks in order of priority to ensure smooth operation- Communicated with pet owners regarding pet diagnosis, prognosis, and treatment and triaged based on urgency of care- Managed medication administration, dispensed prescriptions and replenished inventory on a daily basis

- Curated lesson plans that supported concepts and curriculum that students were currently learning in school- Oversaw small groups of up to 4 students to complete homework assignments and aid in weaker subjects- Educated students through SAT, ACT, and AP test preparation which resulted in a 20-30% increase from their initial assessment scores- Updated required logs and student documentation to keep records of their academic progress

- Maintained high standards of customer service to provide the best customer experience.- Collaborated with team members to complete customer orders in an efficient manner.- Mentored and trained new team members working as crew members and cashiers.