Directly managed client relationships, specializing in high value, top tier clients.Reduced client turnover by 80% in the last 6 months by specializing in high retention risk cases, providing white-glove, one-on-one customer advocacy.Organized cross-functional process improvements to align with customer success metrics and targets. Designed and implemented the agency’s step-by-step client onboarding program, guiding incoming clients through campaign processes and ensuring long-term success.

Managed client success with a roster of 15 clients and 45 active campaigns on average.Documented and improved operations processes during a period of high growth (onboarding, team training, campaign workflow, communication templates).Promoted clients with prospects and initiated contract negotiations on rates and deliverables.

Customized insurance solutions for clients in collaboration with internal and external stakeholders.Managed customer success (defining customer needs, servicing customized policy features, and managing claims, losses, and payouts).Owned and managed existing client accounts in Salesforce, NECHO, and ABS in collaboration with claims, service lines, and underwriting.

Managed and prioritized a support case load in Zendesk, troubleshooting and resolving mobile technology hardware failures at customer location.Defined user needs beyond point of contact, driving complex issues through analysis to resolution. Awarded top remote technician bonus (consistent top Net Promoter Score).

Supervised and developed ten rotating staff at two retails locations. Fostered consultative and analytical customer service culture through team building and weekly projects. Boosted sales by 22% (accessories by 85%).Resolved and prevented problems with excellent customer service (consistent top Net Promoter Score).

Assessed customer needs and ensured timely resolution of problems through cross functional collaboration. Achieved top product exchange rate through data-driven customer success management. Leveraged internal stakeholders (sales, technical support) to advocate for customer needs.

Assessed customer needs and delivered personalized solutions at point of sale, advised and coached customers on product features, technical issues, and troubleshooting.Collected and analyzed data and designed sales enabling materials for improved sales metrics.Streamlined point of sale processes for new contract plans, boosting sales into the top position in the retail district for 2 months in a row.Awarded for exceeding sales goals and outstanding customer service in phone activations, feature attachments, accessories, and home solutions.Assisted manager with business administration, including cash flow, change orders, audit, inventory, and marketing displays.

Defined user needs and developed customer sale and support relationships with business account holders with up to 80 lines per account in NY location.Awarded top sales position in product and accessory bundle sales. Created visual guides and sales enabling materials on product and accessories bundles.Assisted with deposits, audit preparation, inventory, marketing displays, and manager escalations.