Customer And Client Operations
-Managed over 300 accounts across the US and Canada accounting for approximately $3M in annual sales.-Responsible for developing and implementing the account management program for all medium and small accounts, including onboarding all new accounts, delivering client performance reports and recommending cross-sale opportunities. Additionally, conducted a workshop for new and prospective clients at annual industry conference, Flyconn.-Overhauled customer support program resulting in 75% improvement in average ticket resolution time. Implemented strategies for increasing customer engagement on social media, significantly improving the number and quality of user reviews on Facebook.-Developed and implemented training program for Operations team members including account management, customer support, and email marketing.
