Senior Key Account Manager & Client Relationship

Managed a high-volume portfolio of customer accounts across inbound and outbound channels, consistently exceeding KPI targets and earning performance bonuses based on retention, engagement, and operational quality metrics.

Achieved and maintained strong operational KPIs, including:

- 7-day session rate above 75%

- 24-hour repeat inbound rate below 18%

- Lost MRR below 15%

Increased customer retention and reduced churn by implementing strategic account recovery solutions, including subscription pauses, tutor replacements, billing adjustments, service extensions, and personalized retention offers.

Proactively monitored customer health indicators, inactivity trends, complaints, and cancellation risks to identify escalation opportunities early and improve customer recovery outcomes.

Maintained accurate CRM records and account documentation in Zendesk, ensuring effective client communication, workflow continuity, and seamless collaboration across internal teams.

Produced CRM performance reports and operational insights to support management decision-making, improve workflow visibility, and optimize customer experience processes.

Coordinated issue resolution with Payment Support and Escalations teams while ensuring SLA compliance and maintaining positive customer relationships.

Leveraged AI tools including Gemini and Nerdy AI to improve operational efficiency, reporting processes, communication workflows, and documentation management.

Managed accounts across multiple EssilorLuxottica business units simultaneously, maintaining high service standards, SLA compliance, and operational efficiency within fast-paced KPI-driven environments.

Recognized with top performance awards for consistently achieving #1 operational KPI results, including maintaining average chat response times under 10 minutes, 24-hour repeat inbound rates below 15%, and exceeding 10 customer interactions per hour while preserving high customer satisfaction levels.

Managed customer master data, account validation, invoicing processes, and CRM operations across SAP, Fiori, ServiceDesk Plus, CST System, Jira, and Optmate CRM, improving data accuracy, workflow visibility, and operational consistency.

Reduced operational delays and improved resolution turnaround by identifying and reconciling customer account discrepancies, invoice issues, shipment delays, and data inconsistencies while coordinating solutions with cross-functional departments and external logistics partners including DHL, FedEx, Australia Post, and Team Global Express.

Managed queue operations through ServiceDesk Plus, monitoring ticket allocation, prioritizing escalations, supporting SLA performance, and ensuring efficient case resolution across customer support workflows.

Strengthened fraud prevention and compliance processes through customer verification reviews, account validation procedures, sensitive data analysis, and internal control checks using Excel and company systems.

Led the EyeQ Privacy Project, overseeing large-scale CRM data cleansing, standardization, and migration initiatives within Optimate CRM to support compliance with privacy regulations and internal governance standards.

Contributed to onboarding support, SOP development, workflow improvements, and staff training initiatives to enhance operational consistency, productivity, and customer experience outcomes across the business.

Key account management and operational leadership within a high-volume B2B wholesale environment, managing more than 500 customer accounts simultaneously while supporting business growth, retention, and service delivery across Australia.

Managed daily operations for a national network of 15 Sales Representatives across Australia and 10 Customer Service Representatives, improving communication flow, workflow coordination, and operational performance.

Simultaneously managed 4 high-volume shared email inboxes and phone queues, prioritizing escalations, improving response efficiency, and maintaining strong SLA performance within fast-paced customer operations.

Led the development and implementation of SOPs for Customer Service and Sales teams, improving onboarding consistency, compliance standards, operational workflows, and customer management procedures across the business.

Delivered onboarding and training programs for new clients, Sales Representatives, and Customer Service staff, including CRM setup, ordering systems configuration, user access management, and operational process training to accelerate timelines and improve user adoption.

Managed CRM administration across Business Central, SharePoint, Ordermentum, Marketboomer, AVC, and FooByUS, including account creation, user permissions, database access, product catalogue management, customer record maintenance, and data validation.

Oversaw ordering systems management, setting up products, importing data between systems, maintaining pricing structures, and ensuring operational alignment between sales and customer platforms.

Managed invoicing operations through Business Central, including reconciliation, account adjustments, incident-related credits, and billing issue resolution to maintain financial accuracy and customer satisfaction.

Generated financial and customer risk reports using CreditorWatch to support account assessments, contract management, and operational decision-making.

Delivered customer success and compliance operations support through Zendesk, Dialpad, and Sassi Web Software, managing 15 client accounts and approximately 50 construction site properties simultaneously to ensure compliance readiness before construction services commenced.

Managed end-to-end client account setup and new site creation within Sassi Web Software, configuring customer profiles, property records, contractor access, and operational requirements to support onboarding efficiency and service delivery across multiple projects.

Reviewed and validated compliance documentation for an average of 30 contractors daily, including licences, certifications, insurances, and regulatory records, ensuring authenticity, accuracy, and alignment with company and industry standards.

Conducted compliance investigations and data validation directly with regulated institutions and verification bodies to reduce operational risk, prevent non-compliance issues, and maintain audit readiness across active customer accounts and construction sites.

Proactively monitored compliance deadlines and coordinated renewals to prevent expired certifications, operational delays, and service interruptions while maintaining accurate contractor and customer records within internal systems.

Managed controlled document processes including approvals, version control, secure distribution, and lifecycle management under established governance and compliance procedures.

Generated compliance, productivity, operational, and audit reports to support management visibility, risk mitigation strategies, and operational decision-making.

Delivered high-volume customer support by resolving platform enquiries, guiding users through account-related processes, and supporting positive customer experience outcomes across onboarding, compliance, and operational workflows.

Managed customer accounts, rental operations, and financial processes within a fast-paced e-bike and motorcycle rental environment, supporting approximately 15 customers daily while delivering solution-focused service and strengthening long-term customer relationships.

Managed a portfolio of approximately 250 active customer accounts through FileMaker, maintaining accurate customer records, payment tracking, contract management, and account reconciliation processes to support operational efficiency and financial accuracy.

Guided customers through rental agreements, terms and conditions, payment obligations, and vehicle usage requirements for weekly and biweekly rental contracts, ensuring compliance, transparency, and positive customer experience outcomes.

Improved overdue account recovery and reduced financial risk by proactively monitoring outstanding balances, conducting personalized payment follow-ups, and managing internal blocking list procedures for approximately 30 overdue customers weekly in accordance with company policies.

Developed and maintained rental contract structures and agreement documentation for multiple rental plans, supporting operational consistency, customer onboarding, and compliance with internal procedures.

Supported customer retention and business growth through strong relationship management, issue resolution, and proactive customer communication across rental, payment, and account-related enquiries.

Created and executed marketing campaigns across Instagram and Facebook to improve brand visibility, customer engagement, and product promotion initiatives for e-bikes, scooters, and rental packages.

Produced marketing content including product photography, promotional videos, social media advertisements, and campaign materials to support customer acquisition and increase online engagement across digital channels.

Led end-to-end delivery of large-scale archival, records management, and digital transformation projects across five cities in Brazil, managing 8 simultaneous government projects and coordinating multidisciplinary teams of up to 50 employees to ensure operational consistency, compliance, and delivery performance.

Traveled across project locations every two weeks to supervise operations, conduct training, monitor productivity, and maintain alignment between project teams, management, and client expectations across multiple sites.

Managed projects involving more than 18,450 linear metres of physical records and documentation within major government institutions including IPHAN, Funarte, Ministério da Cultura, Hospital das Clínicas PE, DNIT, and Arquivo Histórico do Exército Brasileiro.

Led project planning and operational decision-making processes, determining the most effective treatment, classification, preservation, and digitisation strategies for high-volume archival collections while ensuring compliance with government standards and contractual requirements.

Developed classification plans, metadata structures, and records retention schedules that improved document retrieval efficiency, information governance, operational workflows, and long-term records management processes across multiple institutions.

Created business plans, operational reports, KPI tracking documents, and project delivery analyses to support timeline management, resource allocation, operational visibility, and executive decision-making.

Conducted regular stakeholder meetings with clients, management teams, and IT departments to develop and implement customized EDMS tailored to each institution’s requirements.

Administered EDMS environments including user account management, access permissions, workflow configuration, document control processes, and secure information management practices.