Customer Success Executive

- Established Depicted Legacy Beauty and personally invested capital to fuel its growth, resulting in significant revenue increases through creative sales tactics and premium customer service.
- Spearheaded the transformation and modernization of all business processes, including sales operations and revenue management, to streamline quote-to-cash cycles.
- Integrated cutting-edge technologies to elevate customer service, leading to increased sales and customer retention rates.
- Utilized key digital tools like Salesforce to refine both customer and employee experiences, achieving remarkable operational results.
- Demonstrated expertise in managing Profit & Loss (P&L) statements, ensuring the business remained profitable while scaling operations.

- Developed comprehensive customer experience policies and procedures for 8 distinct brands under the Retail Ecommerce Ventures umbrella, standardizing best practices across the organization.
- Spearheaded vendor relationships essential to the customer journey, including negotiating contracts and ensuring seamless integration of services.
- Oversaw global hiring initiatives for customer service, successfully staffing remote call centers across multiple regions.
- Directed UI/UX development for all customer experience platforms, resulting in enhanced customer engagement and satisfaction.
- Managed multiple ongoing projects focused on customer service improvements, ensuring timely completion and alignment with business goals.
- Collaborated closely with the technology team to develop and implement customer-facing web developments, enhancing usability and boosting customer retention rates.
- Led cross-functional teams to strategize and execute initiatives aimed at optimizing the customer experience, contributing to revenue growth and brand loyalty.
- Established key performance indicators (KPIs) and metrics to regularly evaluate and report on customer experience effectiveness, driving continuous improvement.
- Championed change management strategies to ensure the successful implementation of new customer experience policies and technologies.
- Maintained up-to-date knowledge of industry trends and competitor strategies to keep Retail Ecommerce Ventures at the forefront of customer experience innovation.

- Founded and led Depicted Legacy LLC, a call center specializing in customer service and sales solutions, managing high-profile campaigns for clients like Disney Cruise Line, Carnival Cruise Line, and Dressbarn.
- Spearheaded business development initiatives that successfully acquired lucrative contracts with major companies in the travel and retail sectors.
- Oversaw a team that scaled from 5 to over 100 remote agents, ensuring optimal performance and client satisfaction.
- Developed and implemented campaign strategies tailored to client needs, resulting in increased customer engagement and ROI for clients.
- Established comprehensive performance metrics and KPIs to monitor campaign effectiveness and make data-driven adjustments.
- Managed all aspects of Profit & Loss (P&L) to ensure business sustainability and growth.
- Demonstrated expertise in process optimization, achieving operational efficiency without compromising on service quality.

- Managed a portfolio of over 1,000 accounts in the restaurant and hospitality industry, providing consultative sales and account management services for Revention POS's SaaS solutions.
- Developed and executed account strategies that led to increased customer retention, upsells, and cross-sells, contributing significantly to revenue growth.
- Served as the primary point of contact for clients, ensuring prompt resolution of queries and issues, thereby achieving high customer satisfaction ratings.
- Collaborated with product development and customer support teams to tailor solutions to specific client needs, enhancing product value and customer experience.
- Conducted regular business reviews and performance evaluations, utilizing metrics and analytics to identify areas for improvement and growth opportunities.
- Leveraged strong relationships with clients to gather insights and feedback, contributing to product development and customer experience optimization.
- Successfully navigated complex sales cycles, negotiating contracts that aligned with both customer objectives and company goals.