Experience

Undisclosed

• Financial Services
• 700 & Above Employee

• Customer Success Manager

  • Jan 2019 - Present

  ✰ Built strong relationships with C level & executive stakeholders ensuring customer satisfaction, retention and expansion by showing empathy while resolving concerns ✰ Acted as a customer advocate gathering feedback and advocating for product enhancements, innovation and process improvements ✰ Utilized CRM software to track customer interactions, monitor health scores, and identify potential risks or opportunities ✰ Led customer onboarding, renewals and training… Show more ✰ Built strong relationships with C level & executive stakeholders ensuring customer satisfaction, retention and expansion by showing empathy while resolving concerns ✰ Acted as a customer advocate gathering feedback and advocating for product enhancements, innovation and process improvements ✰ Utilized CRM software to track customer interactions, monitor health scores, and identify potential risks or opportunities ✰ Led customer onboarding, renewals and training sessions to ensure successful adoption and utilization of the product ✰ Collaborated with sales team to identify upsell and cross-sell opportunities, resulting in 93% revenue growth within portfolio ✰ Conducted quarterly business reviews providing insights and recommendations to drive value and achieve success metrics ✰ Resolved customer issues and concerns in an effective manner ensuring customer satisfaction ✰ Managed a portfolio of 40 clients with $4.5M ARR contracts serving as their primary contact ✰ Attained and retained customer retention rate of 97% by adhering to their requests

• Sr. Claims Analyst

  • Sep 2015 - Dec 2018

  ✰ Sent correspondence & completed actions to satisfy department of insurance and regulatory compliance ✰ Organized, processed / authorized claims payments & negotiated coverage rates / employee benefits ✰ Investigated, received, documented, and resolved customer inquiries by utilizing best practices ✰ Transmitted claims for valid rejection, payment or further investigation



Citi

• United States
• Financial Services
• 700 & Above Employee

• Fraud Claims Specialist

  • Jan 2015 - Sep 2015

  ✰ Managed over 55+ calls per day and analyzed online banking transactions to determine fraud activity ✰ Assisted customers with filing police identity theft reporting while curating good customer experience ✰ Used critical thinking to break down problems, evaluate solutions and decision making ✰ Executed and performed root cause problem solving and escalated client complaints ✰ Managed over 55+ calls per day and analyzed online banking transactions to determine fraud activity ✰ Assisted customers with filing police identity theft reporting while curating good customer experience ✰ Used critical thinking to break down problems, evaluate solutions and decision making ✰ Executed and performed root cause problem solving and escalated client complaints