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EXPERIENCE
Work History
2017 - 2020
DIRECTOR OF CLIENT SERVICES
Developed Customer Success department from the floor up. Responsible for driving 79% growth to top line Enterprise accounts. Managed 6 direct reports and 3500 accounts with YOY target growth of 17%. Part of a Senior Executive team and focused on driving business growth and operational effectiveness to achieve strong client satisfaction and stakeholder value.
2016 - 2017
MANAGER OF CLIENT SERVICES
Interact with client and build a relationship while ensuring that their needs are being met. Oversee a team of 4 Account Managers and Account Executives to ensure that were providing exceptional client experience. Coach and support team members to help them meet departmental goals.
2013 - 2016
SR. CUSTOMER SUCCESS MANAGER
Responsible for 13% YOY growth of portfolio of $7.5MM yearly revenue. Strong internal collaboration with Marketing, Products, Operations, and Sales Team. Mentor and trained junior team members on best practices and strategies of engagement and their book of business. Close collaboration with Director of Client Services to ensure quick team adoption of new guidelines and effective implementation technique and technology.
2013 - 2013
CUSTOMER SUCCESS MANAGER
Managing high level accounts and providing subject matter expertise in the area of Corporate Ground Travel. Significant experience providing high value solutions where the capabilities, service, and products delivered are the primary focus. A steadfast focus towards building and sustaining relationships with senior level executives, directors, and business partners ensures continued and expanding customer success. Responsible for portfolio development of the top 100+ corporate accounts with aggressive yearly growth.
2012 - 2013
TRAINING AND DEVELOPMENT SPECIALIST
Coach and developed agents through agent evaluations and enhanced employee performance and attendance through daily mentoring, one-on-one discussions, and motivational strategies.Â
Organize and develop training procedure manuals, guides, course materials such as handouts, and visual materials.Â
Design, plan, organize, and direct orientation and training for employees offering alternative approaches for staff cohesion and effectiveness. Monitored progress and recommended adjustments where necessary.
2010 - 2012
SUPERVISOR, CUSTOMER SERVICE
Handled the tasks of implementing, improving, and reviewing the policies of the organization. Address and resolved customer issues, expedite orders and increased business productivity. Calmed and counseled irate customers, clarifying their needs and recommending appropriate actions. Tracked call traffic of the employees and identified the areas that need to be improved. Lead a team successfully and achieved the set goals. Reviewed reports and prepared feedback and monitored and controlled the day-to-day activities. Responsible for training, hiring and supervising call center employees.