Patricia Oblak Email & Phone Number

• ClientSuccess CRM Administrator responsible for redesigning and documenting 3+ legacy processes to support scalable systems with a focus on automating routine tasks and developing best practices
• Enhanced expertise in CRM platforms (HubSpot and ClientSuccess) by implementing advanced functionalities and reporting, resulting in a 25% increase in data accuracy and streamlined customer interactions
• Analyzed customer health metrics and data analytics to identify trends and at-risk accounts, maintaining a 98% retention rate through proactive engagement and tailored support strategies
• Protected enterprise and mid-market accounts representing $4M+ in ARR, primarily servicing the following industries: Software Technology, Financial Services, Education, Healthcare, Government, Telecommunications, and.

• Provided an estimated 2hrs+ in daily time savings per CSM by executing 11+ internal projects to automate operational workflows and scale improvement in support of business objectives
• Leveraged customer insights using CRM tools to lead a successful sales campaign that assisted in generating $1M in back to base sales in 3 months
• Launched 8+ client-facing initiatives and events to deliver quicker time-to-value, improve engagement, build referenceable client advocates, and identify expansion opportunities
• Uncovered top 3 causes of account churn over 6 years and automated risk mitigation playbooks in Totango to identify risk trends and prevent churn

• Protected enterprise and mid-market clients representing $2.7M+ in ARR by providing an enhanced customer experience, primarily focusing on Government, Education, Not-for-Profit, and Healthcare verticals
• Maintained 98% retention rate by providing reliable support, proactively nurturing client business objectives, encouraging deeper user adoption, recognizing unique client challenges, and filling gaps with customized.
• Implemented CRM (Totango) in 2 months by efficiently building, testing, and deploying system configurations to manage and report on the complete client lifecycle
• Responsible for owning business systems for end-to-end processes, contracts and renewals, customer marketing, surveys and campaigns, upsell, and onboarding to increase team productivity and customer outcomes

• Implemented new product allocation and maintenance procedures, rolled out to 12 employees in 1 month, which increased space efficiency and decreased client wait time by 50%
• Achieved 99% accuracy rate while conducting inventory and allocation audits to support store and supply chain KPIs
• Successfully led a team of 12 Sales and Operations staff to achieve highest sales in the district 4 months in a row by fostering a team-first environment and reimagining outdated strategies

• Onboarded and trained new staff, decreasing employee turnover rate by 11%
• Assisted with opening and closing procedures, preparing bank deposits, and MS Excel data entry to document sales/returns for written performance recaps and financial reports
• Managed planning and strategy execution for store initiatives related to maintaining above average CSAT scores, team sales incentives, and visual merchandising

• Exceeded yearly sales goals by 19% by leveraging CRM tools to build lasting relationships
• Onboarded and coached staff on tech stack and sales processes to account for $10,000+ in daily sales and ensure financial accuracy
• Proactively tracked KPIs to identify opportunities for revenue growth and process improvement

• Managed 50+ compliance cases daily to identify risk by analyzing data/financials and deliver mitigation strategies through customized success plans
• Communicated with Issuers and cross-functional teams to ensure a collaborative approach to policy development
• Pioneered a new compliance process which streamlined Salesforce utilization to increase accounts reviewed daily by 25%

Honours Bachelor Of Business Administration - Bba, Finance, General

Advanced Diploma In Business Administration, Finance, General