Strategic Operations, Revenue & Customer Success Leader
14+ Years of Experience | 95%+ Enterprise Retention | SaaS, B2B & AI Workflow Specialist
Executive Summary
Results-driven executive with over 14 years of leadership experience driving revenue growth, operational scale, and customer retention across SaaS, AI Solutions, BPO, and Fintech environments. Currently directing dual operations and sales engines, I specialize in managing high-value Enterprise and Mid-Market portfolios, consistently maintaining a 95%+ retention rate across 100+ global accounts.
My leadership style combines a clinical, precision-oriented Nursing background with advanced technical automation (Zoho CRM, GoHighLevel, Salesforce, Zendesk). I build scalable, AI-assisted operational frameworks that streamline delivery, eliminate cross-functional bottlenecks, and transform at-risk accounts into long-term commercial growth partnerships.
Key Performance Milestones
Enterprise Revenue Retention: Maintained a 95%+ account retention rate across a portfolio of 100+ Enterprise and Mid-Market clients through data-driven health scoring and proactive executive alignment.
Quarterly Churn Reduction: Reduced churn exposure by 25% quarter-over-quarter by deploying custom risk-tiering frameworks and early warning escalation pathways.
CSAT & Support Transformation: Elevated Customer Satisfaction (CSAT) scores from 78% to 92% in two quarters by redesigning end-to-end support workflows and installing KPI-focused team coaching.
SLA Resolution Optimization: Compressed cross-functional SLA resolution turnaround times from 5 days down to 3 days, dramatically boosting service delivery velocity.
Scalable Onboarding: Streamlined onboarding for 500+ global merchants, achieving a 30% reduction in onboarding drop-off through automated digital process mapping.
Capacity & Efficiency Gains: Increased overall team operational capacity by 20% and cut ticket resolution times by 28% through expert CRM workflow customization and automation.
Core Competencies & Technical Stack
Revenue & Account Leadership: Executive Escalations, Quarterly/Executive Business Reviews (QBR/EBR), Renewal Strategy, C-Suite Stakeholder Management, and Pipeline/Delivery Forecasting.
CRM & Workflow Automation: Expert-level mastery of Zoho CRM, GoHighLevel, Salesforce, Zendesk, and Jotform for automated pipeline tracking, trigger actions, and system integration.
Operational Excellence: SLA/KPI Ownership, AI-Driven Workflow Optimization, Work Management (-----------, ClickUp, Asana), and Capacity Planning.
Cross-Functional Leadership: Bridging delivery, sales, product, and support teams to align capacity with commercial growth targets.
Professional Philosophy
"I bridge the gap between technical automation and human-centric service leadership. By leveraging smart CRM architectures and AI-assisted workflows, I remove operational friction so teams can focus on what matters most: delivering measurable value, driving high CSAT, and securing long-term revenue partnerships."
