- Facilitated post-sales management of customer’s lifecycle, identified upsell opportunities, and increased adoption of new product features- Managed customer portfolio of $2.1 million (ARR)- Conducted meetings to discuss IT/hiring trends & long-term IT strategy, present QBRs to key stakeholders/executives in partnership- Hosted product training sessions- Developed strong partnership with Account Management and CX leadership to mitigate risk and reduce churn by 36% and increase profits through strategic upsells by 26% from Q2 to Q3 of 2022Maintained professional demeanor through escalations, ensuring resolution and customer satisfaction

- Managed multiple teams internationally, including Philippines and Nigeria, throughout full employment life cycle, from hiring, performance and terminations- Handled highest level of claim escalations, including terminations, suicidal clients & general frustration- Developed reports on claim status to reduce claims with past deadlines, ensuring all claims were worked, in a timely manner- Coordinated internal projects to determine best utilization of resources to increase customer satisfaction- Created and maintained resolution process to ensure all claims were completed within Social Security guidelines

- Led one US team of representatives- Facilitated team meetings to review daily metrics- Trained all new hires on proper and legal claim procedures & phone etiquette- Encourage positive morale through recognition programs- Assessed performance of team and individuals through coaching conversationsCollected overall team productivity metrics- Handled escalations, provided appropriate solutions within appropriate timeframes and followed up to achieve resolution

- Delivered exceptional customer service throughout 75 inbound and outbound calls per day, by providing claim support- Assisted clients across all levels from new claims through Federal District Court- Learned end to end social security disability process, as well as other forms of benefits, such as Workers Compensation- Optimized and processed all claim withdrawals- Participated in team meetings and training sessions to stay informed about process updates and changes

- Created sales leads through multiple sources including retail, field and events, to maintain 60 appointments monthly- Conducted research to better understand potential customer's needs and behaviors- Assisted with training of new employees

- Created and maintained relationships with sales department to process and deliver orders - Established and maintained customer relationships- Earned consistent commendations for exceeding quality and productivity goals