Feb 2023 – Jun 2024 · 1 yr 4 mos · New York City Metropolitan Area

• Developed and maintained long-term client relationships with a strong focus on upselling, cross-selling and renewals.
• Identified opportunities to grow business with existing clients.
• Operated as the central point of contact for assigned customer base.
• Coordinated with teammates working on the same account to provide consistent service.
• Communicated client needs, demands and goals to our internal teams.
• Collaborated with sales team to reach prospective clients.
• Serviced multiple clients concurrently while consistently meeting deadlines.
• Forecasted and tracked client account metrics.
• I have a solid foundation of skills in:
• > Technical aptitude to understand how API can help solve for manual workflows via automation.
• > A product mentality moving from a technical mindset to a value mindset by analyzing the scope of customer problems and how they will benefit from a SaaS solution.
• > Customer empathy in understanding the underlying needs and feelings of customers by asking the right questions to understand the root cause.

Apr 2021 – Feb 2023 · 1 yr 10 mos · New York City Metropolitan Area

• Point of contact for the Solutions team with the goal to align client needs with the new fraud capability. From customer communication collateral, API documentation to testing endpoints.
• Facilitated the process for recommending Beta Test users based on customer support tickets and strategic relationship needs.
• Developed the onboarding email workflow for new clients within different verticals via hubstop, transitioned the emails to the outreach platform for sequence automation.
• Spearheaded the proactive client outreach process for different customer lifecycles. Leveraged Revenue reports for campaigns from low usage to upsell opportunities.
• Advocated for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Ocrolus user experience.
• Ownership of new projects allocated to the Customer Success team, one being Project Changeover, the transition of Support to India. I managed the end-to-end process by creating
• > A Project Plan
• > Customer Support Onboarding Playbook
• > Customer Support Resources
• > Ocrolus Support Ticket Priority Levels
• Collaborated with the Product team to streamline product onboarding and prioritize features that enhance user experience, leading to an improvement in Time to Value.

Feb 2020 – Apr 2021 · 1 yr 2 mos · New York City Metropolitan Area

• Identified and escalated complex technical problems to the appropriate teams, ensuring timely resolution and minimizing customer downtime.
• Communicated clearly and concisely, both verbally and in writing, ensuring customers understand technical concepts and solutions provided.
• Developed and maintained comprehensive knowledge base articles on frequently encountered issues, empowering both customers and internal teams with self-service resources.
• Process Improvement: Continuously analyzed processes and identified areas to optimize and streamline business operations.
• Training & Enablement: Participated in training and enablement programs for customers, empowering them to achieve their desired outcomes and maximize the time to value of our products or services.
• Customer Success Planning: Collaborated with leadership to define Customer Success goals, KPI’s, and strategies.
• Playbook Creation: Designed and executed Customer Success playbooks, including customer onboarding, proactive growth engagement, expansion opportunities, and customer health.

Apr 2019 – Jan 2020 · 9 mos · New York City Metropolitan Area

• Manage a complex calendar, reconcile detailed expense reports and prepare client-facing materials
• Develop and export Salesforce.com dashboards to support and monitor key sales performances
• Leverage lead generation system (Form D and SEC data) to identify prospects for DMS governance solutions

Sep 2017 – Jul 2018 · 10 mos · New York City Metropolitan Area

• Provided wide range of complex office administration and support to Partner, Managing Director and VP.
• Served as principal administrative contact and liaison for internal department and external contacts, typically including government and vendors.
• Process and submit expense reports. Arrange complex domestic/international travel arrangements.
• Monitor vacation tracker and timesheet approvals for all the America’s team.
• Assist with overflow, special projects, assistant back-up coverage and day-to-day tasks.

Sep 2010 – Apr 2017 · 6 yrs 7 mos · New York City Metropolitan Area

• Solid marketing background from developing strategy to execution and campaign analysis
• Experience assessing data and providing insights to drive strategy
• Exceptional project management skills with ability to drive results and move multiple projects
• forward simultaneously
• Manage merchants payment global acceptance merchant numbers to 13 global accounts
• Perform ongoing audit of merchant numbers to adhere to compliance guidelines
• Support contract negotiations, quarterly business reviews and ad hoc data requests

Aug 2006 – Aug 2010 · 4 yrs · New York City Metropolitan Area

• Implemented multi-channel U.S. marketing campaigns
• Led cross-sell of different products to Latin American Airline Carriers
• Managed and reconciled airline contractual funds, ensuring full utilization of funds
• Created a business metrics one-pager dashboard, that provided P&L drivers for 8 accounts
• giving relationship managers snapshot account view

Aug 2004 – Aug 2006 · 2 yrs · New York City Metropolitan Area

• Led the development and implementation of annual membership rewards guide
• Oversaw discretional and contractual budget for entire Membership Rewards team
• Launched the Membership Rewards Brand Review process
• Played a key role in shaping the email distribution frequency by analyzing performance of emails, indicators of activity generated by a campaign and overall deliverability metrics of a campaign

Sep 2001 – Aug 2004 · 2 yrs 11 mos · New York City Metropolitan Area

• Provided extensive administrative assistance to Sr. Vice President and two Directors by coordinating their daily calendar activities, expense management and quarterly travel arrangements.
• Developed quarterly business reviews and coordinated logistics for Sr. Leadership meetings.
• Managed the bi-annual Cardmember Agreement revision process for 90+ agreements and distributed thru respective channels.
• Organized annual teambuilding activities for a department of 60 employees to build team engagement.
• Balanced Operational budget of $4.4M; reported monthly analysis that identified potential risks and opportunities.