Hyros

As the Director of Customer Retention at Hyros I led a high performance team of CSMs focused on retaining customers by ensuring they got the most value from the solution. I led many key projects including the creation of VOC program, actionable data collection to drive OKRs and participated in the successful rollout of Hubspot.

Under my leadership the team improved customer retention by 25% percent and exceeded company goals each month I was there.

Director of Retention

NAVEX

I lead a cross-functional, highly specialized customer retention team. Our team has a retention rate of 98.5% or greater annually during my tenure. I manage large Sales Operations resulting in improved customer engagement and product adoption. The development and training processes I develop drive upsells and cross sells at critical points in customer lifecycles. Senior Leadership relies on my expertise and skills to create and implement new global initiative and projects. Above all, my goal is always to empower and drive the individuals on my team in professional development and career advancement.

Manager, Retention Account Managers & Administrative Account Coordinators

Computer Services, Inc.

In this role I work with current clients to: 

Ensure satisfaction with their current services
Educate them on the full suite of services and products offered by the CSI Regulatory Compliance Division
Lead generation to increase sales in the CBCU Division

Senior Relationship Manager

Client Support Specialist

Perimeter E-Security

Senior Technical Account Manager

* Quota success for 2010 is 115%, for 2009 is 125%, and 2008 is 100%.
* Manage the business relationship with 120 current clients. Tasks included: opening support tickets, reviewing invoices, and training on product reports.
* Sell additional services to existing client base through contract addendum and renewals.

Financial Institution Account Manager

* Implement and manage Gateway and Client Premise Equipment security service installations.
* Produce and execute project plans for banks and other financial institutions.
* Create and manage project plans on Gateway services including Hosted email, remote backup, anti-virus, Anti-Spam, counter phishing, VPN access, and secure email. 
* Train new employees on the backend setup of email, network and security services.

Deployment Project Manager

* Troubleshoot and rectify immediate technical issues with clients.
* Track client conversations and solutions.
* Solve wireless connectivity issues for hotel clients.
* Utilized remote connectivity solutions to assist in PC support.  
* Manage move/add/change tickets for password reset.

Technical Support Specialist

NC Farm Bureau

* Compile automated schedules for test regions.
* Produce reports and documentation for projects.
* Update and catalog all manuals.
* Develop test plans and needed resources for projects.
* Maintain all problem logs.
* Prepare meeting minutes for Project Development Team meetings.
* Provide administrative support for supervisor.
* Work closely with other areas to test new software for product development.
* Use Mercury Quality Center for project tracking and reporting.

Project Development Technical Assistant

* Complete the preparation of insurance new business and rewrites.
* Rate manual lines of business.
* Review policies with agents to ensure accuracy.
* Update receipt system.
* Provide IT support for supervisor and policy processing team.

Policy Processing Specialist

Bespak

* Machine rebuilds.
* Troubleshoot network cabling, software and hardware problems.
* Provide in house workstation support.
* Assisted in the company migration from Microsoft Windows NT 4.0 to Microsoft Windows 2000.
Note: Company no longer has US operations

Information Systems Professional Intern

Customer Success leader with more than 20 years of experience advocating for teams and clients, currently holding a 98.5% client retention rate. 

Executives call me a vital team member. Family and friends appreciate my integrity and honesty. Clients love my passion and dedication to their success. Co-workers acknowledge my people first management approach and how together, we can always find new ways to improve the customer experience.

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