Managed three customer service teams supporting Cortera, eCredit, and Bureau van Dijk SaaS inquiries across North America and EMEA, ensuring adherence to SLAs and high KPIs. Analyzed customer experience data, provided strategic direction, oversaw critical escalations, and collaborated with cross-functional teams to meet and exceed service expectations.• As part of the Management team, eliminated open support ticket backlog from 500+ unopened tickets to zero in a span of one month, swiftly enhancing customer satisfaction and favorably impacting renewal negotiations.• Led the team’s successful transition to Salesforce (SFDC), overseeing all phases from initial planning and training to post-launch hypercare and ongoing process optimization. Transition automated support ticket management, improved response times, and enhanced management visibility into daily operations.• Focused on team development through performance management, coaching & mentoring in both weekly group meetings and one-on-one huddles.• Developed and executed product- and skills-based training for the team based on identified performance and skill gaps.• Successfully completed a nine-month extremely selective leadership management program for high-potential managers.• Championed, gained executive buy-in, and hired additional for head count during one of the toughest employer job markets in recent history (2020 – 2022).• Successfully and seamlessly integrated Cortera into the Moody's Analytics Client Service team after acquisition.• As a manager, consistently achieved high team satisfaction results above company averages.

Managed the day-to-day customer support functions of a legacy FinTech software application, serving 50+ global enterprise customers with over 3K users; investigated customer issues, developed solutions, tested new releases and collaborated with internal teams and customer contacts to resolve escalations. Moody’s Analytics acquired Cortera in March 2021.- Served as strategic partner to customers through regular meetings to gather sentiment and provide usecases and best practices, ensuring customer satisfaction and quality of work.- Advocated for customers by fielding software enhancement requests and presenting suggestions tointernal product owners often leading to new functionality in future product releases and strengthenedcustomer relationships.- Partnered cross functionally with professional services, IT, sales, finance, development, administration,and executive teams to meet strategic goals and ensure health of daily operations.- Managed relationships with multiple key, high-profile customers which led directly to contract renewalstotaling over $5MM.- Led special projects including TSL 1.0 upgrade, IP address changes, firewall updates, FTP to SFTP migration. Partnered with customers to educate on and confirm readiness with internal teams to understand requirements and process.

Oversaw the daily operations of customer accounts receivable data collection and loading processes, (including onboarding, project management, resource allocation, troubleshooting and problem-solving). Managed and ensured data integrity, database growth and top-line retention through the collection and successful processing of new and existing customer data files.- Researched database data inquiries for external and internal sources finding supporting data or thesolution.- Implemented continuous improvements to daily processes and programs aligning with evolving dataenvironment and scaling appropriately to ensure and increase efficiency.- Played a key role in growing and managing company’s data assets, which achieved over 2000% growth while allowing for the innovation of new products and services.- Efficiently and accurately onboarded 100+ new customers within 3 months leading to additional significant funding by the existing investor group.- Established new data processing procedures and policies in collaboration with internal offshoredevelopment teams.