Managed a portfolio of 700-800 SMB accounts with an ARR of up to $30K. Built and maintained strong client relationships by effectively handling account deliverables through email, case management, phone calls, and meetings. Co-led a project focused on identifying common issue drivers and improving issue tagging. Actively contributed to the DEI Global Team Engagement initiative.

Collaborated with a team of 10-12 CSMs to oversee a shared portfolio of over 10,000 SMB clients, each with an ARR of up to $7K. Engaged customers through email, phone, and virtual meetings to drive product adoption, retention, and satisfaction. Provided onboarding support and training to ensure customers maximize platform value and utilization. Consistently recognized as an MVP awardee each quarter for achieving 100% on scorecards and driving the highest client registrations on the online platform since September 2022.

Led policy and process management for three major lines of business, overseeing 69 specialists. Identified process gaps and drove improvements by collaborating on action plans to enhance efficiency and alignment. Ensured compliance with established policies and processes, supporting senior leaders in keeping team members informed of key updates and changes. Managed and executed 1-2 projects per month as part of quarterly metrics, focusing on productivity, content creation, and team engagement.

Led a team of 18 agents supporting legal and safety-related lines of business. Provided mentorship and daily operational support to enhance agent performance. Drove team productivity to maintain and exceed business performance targets.

Handled and resolved customer complaints while promoting account products and delivering exceptional customer service.