Olivia Fong Email & Phone Number

• Build and maintain strong relationships with key clients, understanding their business needs and ensuring our solutions align with their goals.
• Guide clients through the onboarding process, providing training on our fintech products and services to maximize their utilization and value.
• Initiate regular check-ins with clients to assess satisfaction, address concerns, and communicate product updates or enhancements.
• Act as a liaison between clients and internal teams, facilitating the resolution of any issues or challenges promptly and effectively.
• Identify opportunities for customer advocacy, such as testimonials, case studies, or referrals, to showcase successful partnerships.
• Gather client feedback on our products and services, collaborating with the product team to drive continuous improvement.

Atlanta, Georgia, United States

• Managed a team of four specialists in customer engagement and inventory acquisition, fostering a collaborative environment to drive exceptional customer engagement and satisfaction
• Owned and managed all B2B and B2C customer accounts within the marketplace, executing tailored engagement strategies to boost customer loyalty and maximize lifetime value
• Created and executed a comprehensive customer lifecycle strategy from inception, ensuring seamless customer experiences and streamlined operations
• Delivered impactful webinars and customer portfolio reviews, educating and engaging customers to maximize product adoption and value realization
• Leveraged advanced data analytics to evaluate inventory performance and extract actionable customer insights, driving operational optimization and strategic decision-making
• Partnered with engineering and product teams to integrate customer feedback into product development, enhancing user experience and reducing churn

Remote

• Launched a brand new community initiative, building an niche in the insurance industry
• Built clear and efficient processes to successfully manage customer projects from start to finish ensuring that teams stayed on track and met key milestones
• Identified and escalated internal team issues that affected the customer lifecycle such as a need for more time, resources, or reprioritization to ensure that the team had the support needed to deliver high-quality work

• Worked with Partner Success leadership, defined and executed on Digital Touch customer success strategy
• Responsible for designing and implementing targeted email communications throughout the lifecycle starting with onboarding through loyalty
• Optimized the customer lifecycle strategy to identify at-risk groups and develop and execute customer communications and “save” and growth campaigns, to drive retention
• Owned day-to-day execution and performance of onboarding, adoption, and retention campaigns, journeys, and overall program effectiveness; make data-driven decisions to optimize performance
• Worked with partner success managers, marketing, sales operations, and product to build out content, workflows, and lists for automated campaigns
• Project managed and delivered campaigns built with complex personalized logic delivered through behavior-based triggers to meet customers where they are and take them further

• Owned the day-to-day execution of customer experience campaigns across email, in-app, and social channels
• Executed digital adoption and retention campaigns using Hubspot, WalkMe and Freshdesk
• Developed and managed project timelines and milestones to support the execution of the product roadmap involving cross-functional teams, including Design, Engineering, Product, Marketing and Executive Leadership
• Owned company Knowledge Base (Help Center) from creation, editing to publishing
• Helped to launch a new product by working closely with cross-functional teams to ensure that all aspects of the launch were planned and executed effectively.

Greater Atlanta Area

• Prepares routine financial reports for self-funded clients
• Calculates loss projections, prepares spreadsheets, graphs, diagrams, and other illustrative tools for reports
• Analyzes quotes from carriers to determine appropriate recommendations for client
• Supports implementation or transition of new/existing lines of coverage by comparing and contrasting plans

Atlanta, GA

• Conducts account development practices with email, phone, and social drips using SalesLoft Cadence, Marketo, LinkedIn Sales Navigator, Salesforce CRM, Engagio, and Everstring.
• Generated risk reports on day-to-day activities within the office
• Works closely with sales team in the ongoing optimization of strategic sales approaches
• Maintains accurate activity, contact, and account information of all customers and prospects.

Greater Atlanta Area

• Performed data analysis surrounding equipment trends, product consumption, purchase orders, and overall maximization of supply chain efficiency
• Conducted field studies in order to implement or improve processes to help reduce operational mistakes
• Collaborated on various company projects dealing with KPI’s, market research, equipment balancing, and flight attendant reports in order to improve the in-flight experience and minimize fuel burn and inventory levels
• Assisted with on-boarding testing of new products/procedures

Bachelor Of Arts (Ba), Risk Management And Insurance

High School Diploma