•Maintain total ownership over a Book of Business of 55 Enterprise accountswith a total GMV of $250M• Conduct monthly cadence calls to ensure merchants are achieving their KPIs• Deliver semi-annual strategic business reviews• Organize and present weekly roadmaps • Train merchants on new BigCommerce features• Advocate on my merchant's behalf for bug fixes and high-priority issues• Negotiate renewal contracts to maximize profit and store upgrades• Recommend applications and solutions to promote growth• Facilitate day-to-day inter-departmental communication to provide optimal support• Maintain 99.5% retention rate• Lead calls to deescalate merchant issues

Serve as direct contact for 90 National Account Distributors including Sysco, US Foods and Ben E. KeithCommunicate with Foodservice and National Account Distributors to ensure timely arrival of ordersCollaborate with National Account Managers and Marketing Representatives to meet client’s product demandLed customer service implementation of FourKites software at CHG and trained colleagues on tracking product deliveries Analyze buying habits of Jimmy Johns, Quizno’s, KwikTrip and other National Account customers Generate reports for National Account Management and Marketing teamsMonitor accuracy of invoicing requests from National Account Distributors and resolve price discrepanciesReconcile shortages on high demand items with National Account BuyersStandardized operating procedures at newly acquired Cookie Tree Bakeries to align with core-CHG procedures to promote efficient product delivery

Served as interim manager from August 2017 to November 2017 and oversaw 100 U.S. and international employees Assisted multi-million-dollar clients on a daily basis with transactional data and general banking functionsCo-led a pilot program for training of new hires which included managing, training, and day-to-day accountability of 15 employees Assisted over 30,000 callers through the two years with CitibankAnalyzed and kept up to date with numerous government regulationsProduct and service expert capable of answering any small business customer inquiries Assisted clients with setting up and servicing payroll, remote check deposits, and ACH payments Mentored colleagues on techniques to increase efficiency

Excelled at addressing customer issues in an expedient and customer focused mannerSafeguarded company assets by ensuring that items returned originated from the store and that documentation was original and had no signs of forgery Primary point of contact regarding pricing concerns for consumers and colleagues Addressed clients’ questions and concerns via phone