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.• Gather high-level business requirements for technical initiatives, ensuring effective communication of Amount’s value propositions to our clients.• Work closely with sales teams to ensure timely renewals and identify upsell opportunities based on client needs and usage.

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