Daily business/strategy contact for ExxonMobil; work closely with the VP & Business Manager, Director of Sales.• Achieved consistent 10% y/y program growth on business plan, working closely with the business manager• Grew small business program by 50%, acting as the executive sponsor on a strategic portfolio conversion• Improved portfolio approval rates by 25% and reduced attrition by 15% after introducing innovative solutions

Spearheaded the management of all Customer Relations service levels and departments to ensure top quality customer service and satisfaction; collaborated with cross-functional teams to maintain optimal business practices, develop and implement innovative solutions to problems, and set objectives.• Grew robust business relationships through streamlining operations. • Boosted individual and team performance; directed the integration process for new products, clients, programs, and various product improvements.• Increased customer retention and satisfaction as well as developed teams to utilize a creative and flexible approach to issues and challenges. • Played integral role in the defining and monitoring of KPI’s to ensure alignment with organizational goals and objectives; oversaw the implementation of new business processes and products.• Engineered profitable contracts and met all stages of the process including design, scope, costs, benefits, and time restrictions.

Responsible for the management, increase, and retention of strategic customer base through implementation of effectual planning and initiatives.• Created and implemented servicing models for multiple products and channels; actively participated in front-end sales processes to ensure functional execution of contractual terms; drafted technical development requests providing necessary research and justification.• Partnered cross-functionally to support and retain strategic relationships throughout Sales, Product, Client Management and Project Management offices; explained department processes to customers as needed. • Identified and tracked Key Performance Indicators to ensure alignment with strategic vision; developed and implemented drive execution of yearly operational plans.• Lead team throughout any large-scale transition processes; prepared personnel for new organization developments through training, supervision and consistent coaching.• Ensured appropriate budget management considering corporate goals as well as operational scale; held accountability for all Customer Relations service level agreements.

Oversaw management of business operations within $2.5M budget, implementing sales-focused financial strategies, establishing new Operations Team to support daily processes, identifying and resolving core inconsistencies.• Increased retention and offered new/repeat business opportunities by utilizing excellent communication and client service skills to develop long- term relationships with key members.• Maintained up-to-date awareness of market trends, standard regulations and procedures to maximize site goal achievement.

Provided frontline leadership to 12 direct reports managing benefits claims. Monitored business processes and worked to ensure efficient, cost effective, and high-quality output while managing future growth and digital transformation. Utilized technical and analytical skills so as to facilitate and enhance the customer experience. Processed efficiency through process improvement, mentoring, training of others, project participation and quality assurance methods.