8+ years in Account - Client Success Management | 1M - Yearly Rev Increment - 45% GM% (9% Oprimization) - Canva SaaS CX Experience Senior Manager

Account Growth & Expansion: Generated $87.8K in monthly recurring margin expansion (approx. $1M ARR impact) by identifying service gaps and upselling high-value workforce solutions.

Operational Excellence: Scaled virtual assistant operations by 58% (80 to 127 VAs) while maintaining 100% SLA compliance for high-stakes Lemon Law and Personal Injury firms - 0% Churm Rate Streakds for several quarters and consistenly be 2.5% YoY

Strategic Advisory: Act as the primary Trusted Advisor for law firm partners, translating complex operational data into actionable growth strategies during monthly performance audits.

Retention Strategy: Designed and implemented real-time KPI dashboards that reduced reporting friction and increased client transparency, leading to improved long-term account health.

Process Engineering: Built scalable onboarding frameworks that accelerated Time-to-Value for new legal clients by optimizing workforce alignment and training protocols.

Directed multi-department operations supporting 200+ FTEs for global clients including Canva and Sam’s Club (Walmart).

Drove 45%+ contribution margin through six sigma methodologies in cost control, sales optimization, and workforce planning.

Applied Kaizen and Lean strategies to optimize performance management and reduce operational costs, driving 45%+ GM and

achieving a 100% Client Metric Success Rate (CMSR) through continuous improvement and process efficiency.

Built and coached leadership teams, improving performance, engagement, and operational consistency.

Aggressive Revenue Scaling: Successfully doubled the account footprint, driving a 120% increase in billable headcount (from 50

to 110 FTEs) within 8 months by demonstrating operational stability and client trust.

Strategic Account Expansion: Served as the primary strategic link to the client, converting "Open Communication" into

increased service demand and securing additional lines of business.

P&L & Margin Optimization: Orchestrated weekly and monthly financial audits (DMT reports) to maximize billable hours,

minimize operational leakage, and ensure top-tier profitability.

KPI Performance Turnaround: Engineered a high-performance culture that consistently exceeded all client-facing KPIs, turning

operational excellence into a key selling point for further account growth.

Retention & Business Continuity: Implemented a robust "Motivation & Empowerment" framework focused on agent stability,

ensuring that the rapid scale-up to 110 FTEs was supported by a zero-interruption service delivery model

Consulting & Advisory time - Strategic Planner

Advised an outsourced sales organization focused on recovering abandoned online orders for a U.S. natural supplements brand.

Improved conversion, efficiency, and revenue recovery using data analysis, KPI optimization, Six Sigma, and Kaizen methodologies.

Partner with leadership to align sales execution with operational scalability.