* Helped develop the Expert Save Team including the EST Playbook, talk tracks / email templates, and tracking metrics * Proactively review and work accounts that are predicted to churn to save the business, then document any system / process rated issues in a Root Cause Analysis Document * Created 37 At Risk CTAs; Won 23 of the 37, winning 761 units with $20,368 in MRR * Composed 11 Root Cause Analysis write ups for Expert Save accounts for review * Contributed to the success of multiple projects; 4G Reactivation Project (Team reactivated over 342 contract opportunities, 2022 Save A Thon (Team scrubbed over 400 accounts / worked SLACK channels), Back to Basics Training (10 Power Points / Recordings), and Domestic Connect Disputes (touched over 200 accounts) * Designated point of contact for the team

* Corporate realignment of moving Global Customer Success to the Global Customer Support Team. Now primarily focusing on relationship management to secure contract renewals and retention; by helping the client get everything they need from Verizon Connect. Such as increased client ROI and more opportunities to discover growth and expansion within the clients fleet and then partner with Sales to pursue the opportunities, close the deal, and create client stickiness. * Corporate realignment; Global Customer Success moved to the Global Customer Support Team * Key focus on relationship management to ensure contract renewals and retention * Partner with New Sales Team on any expansion or growth opportunities * Recruited to several Project Management Teams * o Journey Mapping, for new corporate structure * o FMEA (failure mode and effects analysis), for Journey Mapping Results * o FCR (first call resolution), for process improvements

Customer Success Manager for an account base of 500-1000 logistic and contractors accounts with 5-100 vehicles in their fleet. Verizon Connect is a SaaS solution that offers a 360-degree view of the entire fleets daily operation; helping clients dispatch more efficiently, improve customer service, and reduce time following up with drivers. Focus on relationship management to secure renewals and help current clients grow their fleet. Providing personal customer care to ensure the clients are getting their ROI on the platform; ongoing training, account reviews, problem solving, identifying opportunities for fleet expansion and other product offerings, and contract management. Leveraging internal resources to manage accounts efficiently; customer support, finance, legal, management, and colleagues. To help the client with any requests outside of the Customer Success Manager approvals and role.

* Helped develop the CRT Role which included SOP’s and KPI’s * Leading a nine - twelve person Customer Success Manager Team; to help reduce churn, increase customer retention, and rebuild customer trust for our At Risk accounts * Acting as a liaison between customer escalations and internal Verizon Departments * Review At Risk client accounts and negotiate solutions to increase retention by avoiding cancellations, working to save account with cancellations on file, or clear past dues on the account saving Verizon Connect from potential Legal action and increasing the customer health score * March 2020 - December 2020; 94 saved accounts (2226 units and $75,655 MRR), 25 reactivated accounts (437 units and $14,310 MRR), 36 growth opportunities created and passed to Sales Team. * Developed 2 team members to be promoted to CRT

As a Regional Sales Manager for three Holiday Inn properties in the Chicago Land area. I was responsible bringing in group business to all three locations, through a variety of different avenues Proven commitment to customer service, prospecting and adding new clients while maintaining previous accounts Recognized as top performer for the week with $20,258 in signed contracts after only being with the company for a month Aggressive sales strategies, prospect calling, internet prospecting, outside sales calls, and networking Contributed over $150,000 in signed contracts from late February – the beginning of May

Manage daily operations with emphasis on customer growth and increasing sales Lead bakery as the most improved department in sales with an increase on 12.1% over previous year Increased team productivity by 25% by maximizing efficiency, reducing operating expenses to become the 2nd lowest in the district Developed strategies to increase floor sales based on customer demands Formulated pricing strategies to support company goals and increase customer satisfaction Instituted quality control measures to ensure the highest quality products are on the floor