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Work Background
Unite UsNetwork Success Manager
Nov. 2023 - Aug. 2024Took ownership of key performance indicators (KPIs) to drive client success, managing the customer journey with a focus on retention and satisfaction, achieving consistent renewal rates and contributing to a 6% increase in revenue growth. Utilized thorough network data analysis to provide actionable insights and growth recommendations, resulting in a remarkable 21% boost in client retention rates. Crafted and fine-tuned scalable customer success strategies for enterprise healthcare clients, using in-market insights to enhance customer satisfaction and streamline processes. Worked closely with Sales, Product, Marketing, and Engineering teams to ensure that customer insights shaped product development and account planning, creating a customer-centric culture across the organization. Led complex customer engagements by clearly defining project scope and success criteria, seamlessly coordinating cross-functional teams to ensure smooth deployment and integration of services. Facilitated strategic business reviews that focused on aligning account performance metrics, identifying renewal opportunities, and fostering long-term growth. Designed engaging training programs and client documentation that ensured a smooth onboarding experience and high levels of product adoption among clients. Negotiated successful renewals, expansions, and upsells that aligned perfectly with client needs and revenue targets, contributing to the ongoing growth of the business.
Unite UsCommunity Engagement Manager
Jan. 2023 - Nov. 2023Baton Rouge, Louisiana, United StatesCrafted personalized strategies for each customer that led to outstanding satisfaction scores and successfully supported expansion into new markets. Built and nurtured strong relationships with stakeholders across nonprofits and healthcare providers, forming partnerships that led to a remarkable 32% increase in platform adoption. Proactively gathered and analyzed customer feedback to inspire continuous product improvements, ensuring our solutions always met and exceeded customer expectations. Led collaborative initiatives with Sales, Product, and Marketing teams, enhancing project delivery efficiency by 24% through improved coordination and resource allocation. Streamlined engagement workflows by adopting industry best practices in project management and client communication, leading to smoother processes and more meaningful interactions.
Baton Rouge Community CollegeExecutive assistant to the Vice Chancellor BRCC Foundation - Client/Customer Relationship
Jul. 2020 - Jan. 2023Coordinated high-level administrative support for the Vice Chancellor, streamlining meeting schedules and report management, which improved executive efficiency Directed office operations by developing procedures and maintaining vendor relationships, resulting in enhanced operational effectiveness and cost savings Compiled Institutional Advancement and Foundation Board packets, ensuring effective board meetings
Baton Rouge Community CollegeEnrollment Specialist- Client/Customer Success
Jun. 2015 - Jan. 2023Baton Rouge, La 70809Achieved a 98% quality score in application processing by ensuring accuracy and efficiency, elevating overall performance Designed and managed the Student Ambassador program, including hiring, training, and evaluating ambassadors, enhancing program effectiveness Coordinated recruitment events and provided guidance on academic opportunities and enrollment processes, boosting student engagement and enrollment. Utilized data-driven tracking system and recruitment processes to find optimal candidates for interviews and employment opportunities.
Capitol City Family Health CenterNutrition Health Educator
Mar. 2012 - Jul. 2020MLK CenterServed as a Competent Professional Authority (CPA) for the WIC Program, delivering nutritional planning and education that improved participant health outcomes Created culturally sensitive educational materials, enhancing engagement and effectiveness in health and wellness programs Supervised health and wellness programs, ensuring adherence to guidelines and optimizing program impact
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