Tonette (Toni) Mazzuca Email & Phone Number

San Mateo, California, United States

Manage operations, improve work-flows, and support all aspects of the business to maximize the client experience.• Ensured a positive customer experience for new and existing customers, providing high-level support and timely / detailed responses while managing multiple critical tax deadlines. Enabled customers to quickly and efficiently onboarding new clients to the website portal by providing training and support.• Improved work-flow efficiency 30%, developing new processes and procedures focused on continuous process improvement.• Facilitated accuracy and timeliness by e-filing returns, monitoring / managing filing status, tracking returns, and driving speedy issue resolution.• Streamlined the client payment process that expedited client payments within 30-45 day, implementing new collection solutions and processes.

San Francisco Bay Area

Drove customer value and success for high-touch and large enterprise customers through optimal application solutions. Monitored customer health, proactively addressed customer concerns, and enabled customers to better use company solutions. Expanded partnerships, identifying up-sell / cross-sell opportunities.• Reduced customer churn 10% by developing long-term and value-based relationships with decision makers and influencers, establishing loyalty and driving customer value realization.• Delivered $15M annual revenue, exceeding plan at 123%, by defining and executing renewal methodologies and strategies that aligned customer proprieties and roadmaps. • Exceeded service delivery improvement 15% against a goal of 10%, conducting business reviews that focused on revenue retention and growth.• Proactively managed the customer base, including new customer onboarding, bill reviews / audits, issue resolution, inventory management, and training.

Managed customer base of 20+ high-revenue, marquis logo, enterprise customers. Blended interpersonal skills with strong technical aptitude, delivering exceptional customer support that penetrated accounts and increased account retention. Recognized as an account “fixer”, resolving complex customer concerns. • Consistently achieved 100% of retention goals, acting as a customer advocate by thoroughly resolving issues and planning, negotiating, executing contract renewals. Drove trust and credibility through consistent communications and pro-active support. • Generated $6M incremental revenue, providing proposals for new solutions / services and orchestrating new service implementations through the contract, billing, and account management cycles.• Increased current account growth 20+%, leading business reviews and new proposals that cultivated trusted relationships.