• Spearheaded organizational transformation by developing impactful customer success strategies, including the implementation of a timely customer check-in system within one month of joining, resulting in exceptional customer satisfaction and 100% retention of assigned customers.• Maximized operational efficiency by leveraging Salesforce CRM system to proficiently manage and organize partner details, effectively utilizing its advanced features such as contact management, opportunity tracking, and task management.• Nurtured strong and enduring customer relationships through over 45 weekly interactions, including facilitating renewal meetings and quarterly business reviews, earning a perfect 5/5 rating from customer feedback surveys for being engaging, informative, and instrumental in setting customers up for success.• Collaborated cross-functionally with multiple teams to optimize onboarding processes, crafting customized success plans for individual customers that significantly enhanced customer adoption and utilization rates.• Functioned as the primary liaison and advocate for customers, immersing in their business model, developing comprehensive success plans, managing account escalations, and providing prompt responses to inquiries within a 24-hour timeframe.• Ensured seamless day-to-day operations by diligently addressing any platform glitches or issues, guaranteeing an exceptional user experience for customers.• Fostered regular collaboration with stakeholders, consultants, and the sales department, actively engaging in discussions regarding customer concerns, contract pricing, and identifying upsell and cross-sell opportunities.• Proactively identified churn risk and devised effective mitigation plans, such as implementing monthly educational sessions, establishing three certificate programs, and regularly launching new content, resulting in increased customer engagement and retention.

• Simultaneously managed over 170 clients and conducted culturally responsive assessments/interviews to determine client’s needs.• Provided needed resources, as well as strategically scheduled all follow up appointments with different providers. • Delivered client and team member administrative support via in person, email, and phone communications. • Coordinated clinic procedures and implemented processes to ensure seamless flow of communication.• Provided inclusive customer service to all clients. • Performed general office duties such as filling, faxing, making copies, data entry, mailing, as well as answering multiple phone lines, directing phone calls, and taking messages. • Provided customer service at the check in counter, collected and processed all documentation for admission. • Corresponded to all communication by maintaining security and confidentiality. • Used active listening and motivational interviewing to understand and address challenges faced by clients. • Incorporated excellent customer service and communication skills to train and onboard new employees. • Explained resource eligibility and empowered clients to successfully complete required applications, forms, and paperwork in a timely manner.• Strategized with multiple agencies (DSHS, Social Security, unemployment, educational programs, Health Point Clinic, etc.) to advocate for client needs. • Maintained accurate records of information related to planning, implementation, and evaluation of leadership initiatives. • Accuracy in processing forms and data entry. • Led and attended trainings regarding racial justice and cultural competencey to better understand barriers experienced by minority populations. • Created detailed and organized client reports and assessments in a timely manner. • Managed the development of social recruiting strategies with leadership to incorporate into Valley Cities’ go-to market strategy.

• Managed over 120 clients by developing and implementing culturally responsive, client centered, treatment plans.• Strategized with other service providers (i.e.: hospitals, DSHS and housing) to connect clients with needed resources. • Scheduled appropriate follow up appointments with other team members. • Routinely met with community partners to provide education regarding available services and discuss mutual client needs/barriers. • Oriented and educated new clients by explaining the role of the client care coordinator and the services available at Valley Cities. • Monitored client progress by analyzing client data and overseeing completion of necessary forms and applications. • Implemented clinical tools such as motivational interviewing to assist clients in moving towards their goals.• Created a safe environment by acknowledging barriers faced by minority populations. • Identified culturally relevant concerns and issues that should be addressed to improve client’s progress• Solved complex problems by using open communication with clients and team members. • Actively listened to client’s concerns to overcome deviations or barriers faced by clients. • Co-facilitated workshops to ensure that clients have a safe space to build peer support, interpersonal communication, and life skills.• Collected data of client’s assessments and intakes.

• Scheduled social groups, individual therapy, and psychological evaluations to further improve client progress.• Developed and implemented personalized and sustainable initial treatment plans for youth and adult clients that best fit their strengths, coping strategies, and deficits. • Facilitated communication between school counselors, therapists, and family members regarding client goals. • Incorporated relevant cultural factors into each client’s treatment plan.• Cultivated collaborative relationships with multiple agencies and professionals to administer the best care for clients.• Provided case management services to all clients until they were fully transferred from case load.

Provided immediate help to individuals, families, friends of individuals, in emotional crisis.

Served the homeless and at-risk youth and young adults (ages 13-26) in the Seattle area.