• Developed and executed structured success plans aligned to customer and business objectives, improving customer satisfaction, retention, productivity, and sales outcomes • Orchestrated onboarding and readiness efforts in partnership with Recruiting and Training to ensure teams were fully prepared prior to production deployment • Established a consistent cadence of operational check-ins and performance reviews to monitor satisfaction, surface risks, and demonstrate progress • Built trusted, long-term stakeholder relationships and acted as strategic partner rather than transactional liaison • Proactively identified at-risk trends and implemented recovery plans to prevent escalation and churn • Served as the voice of the customer and translated insights into process and experience improvements • Measured and reported on CSAT, retention, productivity, and performance metrics • Created standardized SOPs and escalation playbooks to ensure consistent issue resolution

• Led customer care and retention teams to consistently exceed service, sales, and retention targets • Built individualized coaching and development plans based on customer risk indicators • Implemented proactive interventions to reduce churn and recover at-risk customer relationships • Acted as escalation point for complex customer concerns • Created and led a Subject Matter Expert (SME) program to improve consistency and knowledge sharing

• Led onboarding and enablement programs supporting customer-facing teams • Partnered with recruiting and operations leaders to align hiring, onboarding, and experience expectations • Developed repeatable training frameworks to improve readiness and time-to-value

Dare to Lead

Brene Brown Leadership Framework

2024