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EMAIL AVAILABLE PHONE NUMBER AVAILABLE Atlanta, GAPROFESSIONAL SUMMARYCustomer Success Champion with 17+ years of experience building strong client relationships, driving program optimization, and exceeding expectations. Proven ability to manage complex projects, analyze data, and leverage technology to deliver exceptional customer experiences. Skilled communicator with a passion for fostering long-term client success.WORK EXPERIENCEAssurant, Inc.Sr. Vendor Management Specialist Oct 2012  Present Partnered with clients to identify strategic enhancements and solutions tailored to their unique needs, ensuring program success and financial return. Analyzed program metrics to proactively identify and address potential challenges, optimizing performance and client satisfaction. Developed and executed communication plans for client onboarding and strategic initiatives, fostering trust and successful client journeys Managed complex client relationships as the primary point of contact, serving as a trusted advisor and advocate. Oversaw quality control processes to ensure client satisfaction and regulatory compliance. Utilized technology (e.g., Maximo, Power BI) to streamline workflows, improve data analysis, and enhance client visibility. Increased client retention by 12% through proactive client engagement and industry expertise. AT&TRetail Sales Consultant Nov 2005  Oct 2011 Consulted with customers to identify and address their communication needs, building loyalty and exceeding expectations. Implemented data-driven insights to enhance customer experience, resulting in a 14% monthly retention increase. Developed training materials and strategies to improve new hire onboarding, leading to a 22% reduction in training time and enhanced customer service quality. EDUCATIONStrayer UniversityExecutive M.B.A. in Business ManagementStrayer UniversityB.B.A. in Business Administration/MarketingPROFESSIONAL SKILLS Customer Success Management Client Relationship Management Project Management Data Analysis Communication (written & verbal) Business Process Improvement CRM Platforms (e.g., Salesforce) Maximo Power BI Microsoft Suite