Successfully addressed and resolved complex customer issues for an enterprise-level book of business consisting of over 35 accounts and over $6 million in revenue, resulting in improved customer satisfaction and retention.Acted as a customer advocate, partnering with cross-functional teams to contribute to product enhancements based on customer feedback.Learned customer goals and operational processes across various industries in order to increase product adoption and integration into the customer’s workflows. Participated in industry conferences/seminars to expand knowledge of emerging trends in AI, cybersecurity, and risk management, leveraging insights to inform product development and client engagement strategies.Conducted regular client training sessions on best practices in utilizing AI-based tools effectively, empowering them to extract maximum value from the platform and stay ahead of evolving industry trends.Leveraged AI-based platforms to provide actionable insights and solutions to clients, enhancing their understanding of real-time data streams and improving decision-making processes, resulting in increased platform adoption.Developed procedures that raised efficiency and customer satisfaction, leading to improved productivity and customer loyalty.Collaborated with cross-functional teams to strategically deliver proof of concepts (POCs), resulting in new accounts with a yearly revenue of over $700K.Analyzed and interpreted customer data to provide weekly, monthly, and quarterly reports to customers, enabling them to make data-driven decisions and improve their business outcomes.Identified and pursued upsell and cross-sell opportunities, contributing to customer growth and maintaining over 90% retention.Provided troubleshooting support for technical issues and helped customers navigate our software.Identified and escalated priority issues to the CSM or appropriate internal team, maintaining constant communication with customers on progress.

• Collaborated with various departments to identify and analyze workflow inefficiencies, resulting in the implementation of process improvements that increased overall productivity by 15%.• Developed and maintained a comprehensive project tracking system, ensuring accurate and up-to-date reporting on all ongoing and upcoming projects, resulting in improved project management and timely completion.• Successfully led the implementation of new software by conducting thorough testing, creating comprehensive training materials, and delivering hands-on training sessions to over 100 employees, resulting in a seamless transition and adoption of the new system.• Acted as a liaison between the IT department and management, facilitating effective communication and coordination of projects, resulting in improved collaboration and timely completion of deliverables.• Served as a subject matter expert for multiple systems, providing guidance and support to colleagues and management, resulting in increased efficiency and reduced downtime.

• Determined key performance indicators (KPIs) to measure departmental success and track progress.• Implemented and enforced efficient processes, procedures, and KPI tracking systems resulting in a 25% increase in overall productivity.• Successfully maintained a high-performing team by conducting interviews, hiring top talent, and conducting comprehensive training programs.• Managed schedules for a team of 12 surveyors, ensuring optimal coverage and adaptability to unforeseen challenges.• Effectively communicated with all levels of management, providing regular feedback on department goals and objectives, resulting in improved alignment and increased collaboration.• Tested and provided valuable development feedback on new technologies, contributing to the implementation of innovative solutions that improved overall efficiency by 30%.• Doubled the work output and size of the department from 2018 to 2019, leading to increased productivity and revenue growth.

• Successfully closed an average of 10-15 sales per month, ensuring all required documentation was signed and coverage was available for customer relocations.• Maintained consistent communication with customers throughout the relocation process, resulting in a high customer satisfaction.• Developed and maintained a comprehensive database of customer information, enabling efficient tracking of customer relocation progress.• Collaborated with cross-functional teams to ensure seamless coordination of customer relocation.• Conducted regular training sessions for new team members on the documentation and communication processes to ensure consistent and efficient customer service.

• Evaluated borrower's financial situations and recommended the appropriate federal student loan program based on their needs.• Maintained consistent production while providing quality customer service care.• Used various skip tracing techniques to find updated and accurate information for borrowers, resulting in more account set-ups.• Handled inbound and outbound calls in order to provide student loan borrowers with exceptional customer service while complying with regulatory requirements.• Followed-up with borrowers to ensure documents were received and payments were on schedule, resulting in more borrowers completing loan rehabilitation programs.• Trained new borrower counselors on proper handling of inbound/outbound calls, documentation, and following federal and state guidelines.• Consistently met and exceeded monthly collection goals.