Monica B. Email & Phone Number

Midvale, Ut, Us

I support the Director of Client Success in driving user satisfaction through ongoing development and adoption of CHG Connect technology. I identify opportunities for success, data analysis, marketing and aligning internal teams to promote CHG Connect's continuous improvement.I serve as a liaison between ECS operations and CHG Connect Delivery team, managing customer relationships, CHG Connect escalations, and promoting new thinking for feature enhancement. Specializing in training initiatives, developing and maintaining educational series for CHG Connect users. I utilize analytics to prioritize challenges, monitor usage, and identify opportunities for improvement.

Lehi, Utah, Us

•Oversaw a team of 7 customer advocacy specialists responsible for addressing escalated inbound service inquiries and resolving intricate customer concerns. • Orchestrated the growth of a team of 7 customer advocacy specialists, playing a pivotal role in structuring and enablement of this team from inception, through a company-wide reorganization.• Achieved a remarkable CSAT average of 90%• Prioritized driving value and enhancing product quality of Podium products. • Collaborated closely with key product managers to enhance processes for Podium Payments and Voice products.

Lehi, Utah, Us

•Conducted consistent Quarterly Business Reviews (QBRs) with dealership business owners, driving adoption and growth.•Surpassed the 2021 product usage target by an impressive 4%.• Achieved an exceptional average net retention rate of 104.5% in 2021.• Collaborated seamlessly with internal Sales Executives and various Business Units, ensuring efficient teamwork and support. • Proactively identified process enhancement opportunities, presenting effective solutions to elevate the customer experience.• Recognized and honored as the recipient of the 2021 CSM of the year award, acknowledging top-tier performance across all key performance indicators (KPIs).

Stamford, Ct, Us

• Cultivated relationships with key decision-makers across various sectors including billion-dollar corporations, energy services, transportation, gas and oil, healthcare, government entities, universities, retail outlets, financial institutions, and automobile companies - focusing on Enterprise and Strategic Accounts.• Consistently surpassed gross dollar retention targets throughout tenure.• Accountable for managing contract value totaling approximately 4.2 million.• Conducted regular business reviews with C-level executives to communicate value, fostering growth opportunities; achieved 92-96% engagement rate with MPOCs/GTLs for Quarterly Business Reviews.• Recognized with the GTL Champion award.• Formulated processes and authored playbooks based on industry best practices, subsequently adopted by the entire Customer Success organization.• Mentored and guided both new hires and current team members, offering support as required.• Led team meetings to establish and assess weekly objectives, elevating overall team performance and accountability.• Orchestrated departmental training sessions and delivered call coaching.• Played a pivotal role in leading and participating in multiple CS organization pilot initiatives, providing valuable insights to enhance and streamline procedures.• Oversaw vendor relationships for Gartner-hosted conferences

Paris, Île-De-France, Fr

• Provided administrative support by maintaining and revising reports and presentations• Actively communicated with Supervisors and Managers to track daily objectives, packets, and vital metrics• Ensured that reference materials, memos, and performance-related communications were up-to-date, user-friendly, and aligned with company and client guidelines• Supported call center operations and coordinated charitable events, meeting tight deadlines• Demonstrated commitment to handling confidential and sensitive data with the utmost integrity

Paris, Île-De-France, Fr

Conducted comprehensive training sessions for Sprint Wireless project, covering aspects such as new hire orientation, skill advancement, and project enhancements.• Orchestrated training and certification for new hires, ensuring familiarity with training materials and company protocols.• Assessed learner progress and instructional effectiveness.• Presented evaluation findings to relevant parties.• Analyzed both class and individual agent achievements.• Exhibited patience while guiding diverse learner profiles.• Mentored employees individually to drive improvement.• Administered pre- and post-training surveys.• Upheld utmost standards of ethics and professionalism in interactions with staff, vendors, and customers.