Customer Success Leader

Spearheaded customer success strategy across financial products, maximizing client benefits and digital adoption. Launched a self-service reservist portal, resulting in a 2× increase in user engagement within 3 months. Designed and deployed a digital consultation calendar, reducing meeting setup time by 50%. Collected and analyzed client feedback to refine product features and improve support workflows. Recruited, mentored, and managed a cross-functional team for service delivery, support, and education. Acted as liaison with tech teams, external partners, and military commanders to ensure operational alignment.

Led premium service operations for strategic, high-value clients in the financial sector. Developed retention strategies and managed customer escalations to improve satisfaction and value delivery. Rebuilt sales compensation model, increasing team quota attainment by 35%. Directed digital transformation project for customer portfolio management from UI/UX to production. Managed onboarding, training, and development for 20+ service agents, reducing ramp-up time by 40%. Created a digital customer profile platform that boosted satisfaction (CSAT +18%) and shortened workflows by 30%.