● Create SOPs for the lifecycle after implantation and training of a new client● Transitioned the use of Hubspot Service to Zendesk Professional● Worked with cross-functional teams to find inconsistencies and produce a plan to close those gaps● Own the customer relationship, providing ongoing support, and serve as the escalation and resolution point for clients● Identify and assess renewal risks; develop and collaborate with internal teams in executing the remediation plans.● Meet directly with clients to gauge effectiveness of the adoption of GovBuilt and act as an internal voice for the client● Gather feedback from the end users, the Learners, and translates those insights into actionable ways to continue improving our systems, course offerings, and platform.

Work with government entities to create a SaaS for Permitting, Licensing, and Module Creation.• Successfully launched and completed SaaS projects for 6 government entities and websites for 2 cities in all phases of the project lifecycle.• Work with a team of 5 developers daily to ensure user stories and tasks are completed in a timely manner. • Created workflows and forms in Asana for new client onboarding and kick-offs that reduced our consulting phase by 50 %• Setup and implemented Miro boards for client consulting, reducing our consulting and implementation phases by 40%. • Monitor and document all support requests to find gaps in our client training plans and created step-by-step tutorials with iorad to reduce our support tickets by 25%

Worked side-by-side with agents and third-party retail partners to grow Verizon's wireless product and service sales through their national outlets. • Helped SMB customers come up with tech solutions to successfully continue their businesses remotely during the pandemic. Increasing my SMB adds by 83% to quota. • Implemented and coached on a touchless customer experience during the pandemic and increased YOY sales by 3% while the rest of the market finished down 7%.• Established and grew positive agency partnerships with existing business relationships and created new connections through a combination of incentives, recognition, goals, and coaching. • Served as the main point of contact support for 25+ locations, effectively communicating through video conferencing, phone communication, email, and in person.• Maximized agent partner sales achievement by enhancing their capabilities and objectives through product knowledge, coaching, technical skills, and process execution.• Held weekly collaborative meetings with 3rd party agency partners providing them strategic and customized solutions to build and maintain account objectives.• Worked with multiple cross-functional teams daily. Communicated with Sales Operations and Marketing to improve policies and operational efficiencies. • Analyzed market trends and competitors on a weekly basis. Identified dominant traits and took that insight for future projections.• Presented onboarding training and marketing of 20+ new store locations within the territory. Executed enhancements to existing solutions and releases of new products.

Recommended changes in products, service, and policy by evaluating results and competitive developments. Resolved customer complaints by investigating problems, and developed solutions. Contributed to team effort by accomplishing related results as needed. Monitored competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques.2006 Sales Leader of the Year for Accessories2007 Award of Excellence in Sales2007 Top Gross Adds YoY