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Work Background
Elpha SecureOnboarding Specialist
Feb. 2024Revenue Growth via Automation: Spearheaded the development of automated email workflows in HubSpot, enabling the team to focus on strategic contract renewals and planning. This initiative directly contributed to a 43% revenue increase from renewals. Account Retention Excellence: Maintained a 80% account compliance and renewal rate, playing a pivotal role in achieving a record-breaking $1M revenue month in December 2024. Client Empowerment & Efficiency: Authored comprehensive help desk articles using Intercom and Confluence, significantly enhancing client self-service capabilities and improving internal knowledge-sharing efficiency. Ticket Management Leadership: Oversaw Jira and HubSpot ticket management for enterprise clients, ensuring timely resolution, delivering detailed activity reports, and maintaining cross-team visibility.
PDCflowCustomer Success Manager
Apr. 2022 - Feb. 2024Successful Onboarding:
Designed and executed tailored onboarding programs for new accounts, leading to a measurable 20% increase in customer retention and a significant boost in overall satisfaction scores. Process Development & Optimization:
Led the creation and implementation of growth-oriented Standard Operating Procedures (SOPs) and escalation frameworks, reducing customer response times by 30% within one quarter and enhancing team efficiency. Technical Troubleshooting & Collaboration:
Streamlined the resolution of complex technical issues by managing cross-functional collaboration across departments, significantly improving time-to-resolution metrics and driving continuous process improvements.
GoFanCustomer Success Manager
Feb. 2022 - Oct. 2022Exceptional Customer Satisfaction:
Consistently delivered a superior client experience, maintaining a 92% Customer Satisfaction (CSAT) score by resolving support tickets within an industry-leading average of five minutes, directly driving customer loyalty and retention. Strategic Cross-Department Collaboration:
Partnered with key stakeholders across departments to expedite issue resolution, achieving seamless communication and reducing escalation resolution times, significantly enhancing client satisfaction. Process Optimization & Innovation:
Led initiatives to implement best practices that streamlined workflows, improved operational efficiency by 25%, and elevated service delivery standards, fostering a culture of excellence and continuous improvement.
Head Cornerstone MediaExecutive Assistant
Feb. 2020 - Mar. 2022Atlanta, Georgia, United StatesTeam Leadership & Development:
Directed and coached a high-performing team of three, implementing targeted training in B2B sales techniques that resulted in a 12% increase in profits, demonstrating exceptional leadership and talent development capabilities. Strategic Client Relationship Management:
Fostered and maintained strong client relationships, driving a 60% retention rate and achieving an impressive 42% revenue growth within the first year, showcasing expertise in client engagement and value delivery. Training & Operational Efficiency:
Designed and executed robust training modules and pricing models, streamlining operations and empowering teams to exceed performance metrics while driving sustainable business growth.
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