Strategic Operations & Customer Success Leader 13+ Years of Experience | 95%+ Retention Specialist | SaaS & Fintech Expert Results-oriented leader with over 13 years of experience driving revenue growth and operational excellence within the SaaS and Fintech sectors.
I specialize in managing high-value Enterprise and Mid-Market portfolios, consistently maintaining a 95%+ retention rate across 100+ accounts. My approach combines a precision-oriented Nursing background with advanced technical automation to turn at-risk clients into long-term partners.
Key Performance MilestonesChurn Reduction: Successfully cut churn exposure by 25% quarter-over-quarter through the implementation of proactive health scoring and risk-tiering frameworks.
CSAT Growth: Elevated Customer Satisfaction (CSAT) scores from 78% to 92% in just two quarters by redesigning end-to-end support workflows.
Operational Efficiency: Reduced cross-functional SLA resolution times from 5 days down to 3 days, representing a significant improvement in issue resolution speed.
Merchant Success: Onboarded over 500 global enterprise merchants, achieving a 30% reduction in onboarding drop-off rates through optimized digital processes.
Workflow Optimization: Boosted team capacity by 20% and cut ticket resolution times by 28% through expert Zendesk workflow customization.
Core Technical ProficienciesCRM & Automation: Advanced user of Zoho CRM, GoHighLevel (Pipeline & Workflow Automation), and Salesforce to drive operational consistency.
Project Management: Expert in SLA/KPI ownership, capacity planning, and cross-functional leadership between Product, Sales, and Billing teams.
Strategic Growth: Skilled in delivering QBR/EBRs to C-suite stakeholders and aligning product roadmaps with client business goals to increase renewal conversions.
Professional PhilosophyI bridge the gap between technical automation and human-centric service. By utilizing tools like Jotform and Zoho, I build "smart" systems that allow teams to focus on what matters: delivering value and maintaining high-performing, high-retention partnerships.
