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Work Background
Decision LensAccount Manager
Aug. 2022In my role as an Account Manager, I’m dedicated to driving strategic value and building lasting relationships with my Department of Defense (DOD) customers. I focus on aligning customer objectives with our solutions to ensure they achieve their goals while optimizing their operations. Key Responsibilities and Achievements: Managed and nurtured a portfolio of DOD contracts totaling over $3 million, consistently ensuring on-time delivery and exceeding client expectations through strong, trust-based relationships that led to increased contract renewals and upsell opportunities. Led strategic conversations with customers to align their objectives with support contracts, developing and executing comprehensive programs, identifying executive sponsors, and setting long-term strategies that drive consumption and customer success. Collaborated with cross-functional teams to design and deliver customized technology solutions, streamlining operations, enhancing efficiency, and advocating for transformative change by presenting the strategic business and technical need for modernization. Provided exceptional customer support, quickly resolving inquiries and issues, which earned a reputation as a reliable and responsive partner, while also supporting account planning and promoting internal advocacy to help customers transition to modern digital approaches.
WindwardCustomer Success Manager
Jul. 2021 - Aug. 2022Manage clients’ engagement on all levels: technical, support, and product, including trial periods with existing clients. Supporting high-level analysis and create reports using the Windward system and open-source information to develop data-driven insights for clients weekly. Create policies and procedures based on customer metrics and testimonials that optimize the customer experience includes developing hybrid (in-person and remote) training. Provide a high-level view of the customer experience and life cycle to members of the development team and senior management to advocate for the customer. Develop and hit monthly, quarterly, and annual goals that improve customer satisfaction to include understanding and assisting with individual client problem-sets.
Maryland Army National GuardRetention NCO
Jul. 2020 - Jul. 2021Served as a State Retention Noncommissioned Officer supporting the 29th Combat Aviation Brigade. Involved in training and advising senior leaders of the brigade on retention policies and actions affecting retention rates. Served as a subject matter expert on state and federal education and incentive programs. Contacted and counseled soldiers within 365 days of ETS (expiration term of service) for reenlistment or transitioning out of the Maryland Army National Guard. Achieved over 100% of the annual mission 2 fiscal years in a row.
Maryland Army National GuardHuman Resources Specialist
Oct. 2018 - Jan. 2020Continuously audited and maintained data integrity affecting servicemembers pay by running daily queries and analyzing data. Analyze human resources business practices across the state to devise the most efficient methods for accomplishing the mission, by providing support to 100+ human resource professionals with the implementation of the Integrated Personnel & Pay System-Army (IPPS-A). Currently a subject matter expert of IPPS-A and developing a state-level SOP to assist all service members with the smooth transition into the new HR web-based program for the state.
Maryland Army National GuardPublic Affairs Operations NCO
Aug. 2017As a Public Affairs NCO, I am dedicated to managing and enhancing the public image and narrative of our organization. My role encompasses a broad range of responsibilities, including operations management, event production, digital strategy, and resilience training. Key Responsibilities and Achievements: Serve as the Operations NCO, where I coordinate and execute strategic communication plans, ensuring the timely and accurate dissemination of information to internal and external audiences. Led as the Production NCOIC for regional and state Best Warrior competitions, managing all aspects of production, including media coverage, coordination, and public relations efforts to highlight the achievements of our soldiers. Led the social media strategy for the 29th Mobile Public Affairs Detachment during major exercises, effectively managing our online presence and engaging with the public to strengthen our outreach and impact. Established communication structures for reporting exercise product updates, progress, and status, ensuring clarity on roles and expectations within the team. Acted as the Unit Master Resilience Trainer, providing training and support to enhance the resilience and well-being of our soldiers, promoting a culture of mental toughness and readiness. Provided mentorship and guidance to junior soldiers in the Public Affairs field, fostering a team-oriented environment focused on excellence in communication, media relations, and resilience.
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