I’ve spent my career managing a wide range of B2B client relationships — from large Enterprise Fortune 500 companies and Mid Market businesses to government agencies. As the main point of contact for every client, I managed a book of business covering 50–100 active programs at once, guiding each one from proposal to renewal while keeping customer satisfaction at the center of it all.

At InTouch, I led the implementation of hundreds of programs — every one of them launched successfully and on schedule. I worked closely with clients to identify pain points, find solutions, and make sure our services delivered real results. Behind the scenes, I also coordinated with cross-functional teams, managed vendor relationships (including voice talent and translation partners), and ensured everyone stayed aligned and on track.

Training has always been a big part of what I do — I’ve led more than 200 client training sessions and created all the materials that go with them, from downloadable manuals to how-to videos. I also stay close to the data, reviewing results regularly to ensure client goals are met and uncovering new ways we can help them grow and improve.

I thrive on creating order out of complexity — managing forecasts, reports, team meetings, and day-to-day objectives — all while making sure escalations are handled quickly (usually within 24 hours). I’ve also led teams of 5–10 people who each play a key role in delivering our programs once the scope is defined.

Along the way, I’ve gained deep experience in compliance and secure data practices (HIPAA), patient and customer satisfaction metrics (HCAHPS and NPS), and onboarding processes that set clients up for long-term success. After every go-live date, I love leading live demos and staying hands-on to make sure clients feel supported and confident from the very beginning.

At Conservice, I was able to apply my experience managing clients and I was able to get more hands-on training with project management tools and applying project management ideology into my client onboarding process.