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Work Background
EmburseSenior Customer Success Manager
Sep. 2024- Lead cross-functional collaboration and project management initiatives to streamline support ticket workflows, and internal team training, resulting in a 30% increase in ticket resolution efficiency and enhanced customer satisfaction. - Develop, implement, and optimize scalable SOPs and customer success playbooks in Zendesk, driving operational excellence and faster response times across Mid-Market, Enterprise, and SMB accounts. - Manage strategic customer relationships and execute quarterly business reviews (QBRs) to align client goals with product capabilities, mitigate churn risk, and identify upsell and expansion opportunities. - Lead onboarding, training, and enablement for new CSM hires, fostering team development and ensuring consistent delivery of best practices and customer-centric processes.
UltraLinQ Healthcare SolutionsClient Success Specialist
Apr. 2023 - May. 2024New York, United States- Reduced churn by 20% through proactive customer engagement, needs assessment, and fast issue resolution—leveraging tools like CRM, data analytics, and feedback loops. - Increased upsells and cross-sells by 8% through strategic account reviews, product education, and identifying expansion opportunities aligned with customer goals. - Acted as a liaison between clients and cross-functional teams (Product, Sales, Support) to ensure operational alignment and seamless delivery of value. - Cultivated strong relationships with healthcare professionals and internal stakeholders to support retention, renewal, and customer advocacy initiatives. - Maintained accurate client records and insights in CRM systems (e.g., HubSpot, Salesforce), driving data-backed decisions and success planning.
MS Shift, Inc.Customer Success Specialist
Oct. 2020 - Apr. 2023New York City Metropolitan Area- Led training and onboarding programs for 180+ clients, focusing on secure product adoption and compliance best practices—driving a 12% increase in overall platform utilization. - Strengthened customer relationships across high-value accounts, resulting in a 20% increase in client retention and upsell revenue, outperforming the team average by 12%. - Facilitated strategic business reviews (QBRs) with C-level stakeholders to assess KPIs, product usage trends, and data compliance alignment—contributing to measurable improvements in customer satisfaction scores. - Managed high-sensitivity client escalations with a proactive, resolution-first approach—streamlining internal processes and reducing escalation redundancies by 30%. - Collaborated cross-functionally with Product, Security, and Support teams to ensure data privacy standards (e.g., SOC 2, HIPAA, GDPR) were communicated effectively during client lifecycle stages.
Macy'sCustomer Experience Manager
Sep. 2014 - Feb. 2020Las Vegas, NVSucceeded in reducing men's zero-selling accessories percentage from 50% to 18%
Designed visual features that led up to a 45% increase in sales including promotional events.
Generated seasonal sales themes based on recent trends which resulted in a 60% increase in revenue.
Implemented regular customer coaching sessions, resulting in a remarkable improvement in the Net Promoter Score (NPS) from 65.2 to 86. Demonstrated a commitment to enhancing customer satisfaction through proactive engagement and personalized coaching strategies.
UltraLinQ Healthcare Solutions
New York, United States
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