Senior Account Manager at Clean Suite, LLC (2024-02 – 2025-09)
Managed onboarding and ongoing account support for 30+ SMB client accounts, including a small portfolio of enterprise clients
- Maintained an 85% retention rate by proactively addressing client needs and leveraging Jira to track and resolve service issues
- Reduced average resolution time by 20% through process improvements, improving service efficiency and client satisfaction
- Conducted regular account reviews to assess performance, identify improvement opportunities, and strengthen client relationships
- Leveraged HubSpot dashboards to track customer activity and key performance metrics, improving visibility and enabling data-driven decision-making
- Developed SOPs for customer accounts and implemented Confluence as a centralized knowledge base to support consistency and scalability
Sales Exec/Account Manager (Success & Renewals) at Properly, Inc (2022-07 – 2023-09)
Managed the full post-sale customer lifecycle, including onboarding, implementation, and renewals, across 40+ active accounts
- Leveraged HubSpot CRM to track customer health, pipeline activity, and revenue trends, improving visibility and proactive account management
- Drove a 5% increase in customer renewal rates through improved onboarding, customer engagement, and proactive lifecycle management
- Partnered cross-functionally to ensure seamless project execution, timely delivery, and alignment with client objectives
- Analyzed performance metrics (KPIs) to identify trends, reduce costs, and improve service quality and operational efficiency
Director of Operations at Roost Austin (2021-11 – 2022-04)
Led operational strategy and service delivery improvements, increasing customer satisfaction from 82% to 91%
- Developed scalable workflows using Excel for inventory management, implemented Asana to streamline operations, and built an in-house system for tracking billing
- Reviewed weekly performance metrics and implemented quality improvements to ensure regulatory compliance and consistent service execution
- Reduced business risk through staff performance management, training enhancements, and proactive operational oversight
Global Operations/Account Manager at AMBER LODGING CO (2017-05 – 2021-11)
Owned global customer operations and service delivery for a portfolio of enterprise accounts, driving consistent performance, customer satisfaction, and long-term retention
- Partnered cross-functionally with internal teams to ensure seamless project execution, timely delivery, and alignment with client objectives
- Implemented SOPs that improved efficiency, reduced service disruptions, and supported portfolio growth
- Served as the primary escalation lead for complex customer issues, leading root-cause analysis and coordinating cross-functional teams to drive timely resolution and restore client confidence
Vendor Services Manager at AMBER LODGING CO (2016-05 – 2017-05)
Managed vendor relationships and procurement solutions
- Negotiated pricing and terms with vendors for cost-effective procurement solutions
- Developed and maintained comprehensive documentation of vendor agreements and contracts
- Conducted business reviews with vendors to assess performance (service delivery timelines), share insights, and align on strategic goals, upcoming initiatives, and long-term roadmaps
Branch Manager at ENTERPRISE RENT-A-CAR (2010-02 – 2014-04)
Managed branch operations and client relationships
- Facilitated weekly meetings with staff members to discuss progress on current initiatives
- Fostered relationships with corporate clients to drive business partnerships
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment
- Reviewed and analyzed reports, financial statements, and billing for profit and growth forecasts
