At Otis, I own account engagement, escalations, and service performance for major national accounts. I introduced a revised escalation and communication process, and I maintain 100% KPI performance across service delivery.
At Lean Apps, I managed strategic accounts including BMG, ZEISS, and Bayer. For BMG, I contributed to a 150% improvement in payout-processing efficiency; for ZEISS, I helped increase booking activity by 50%.
At Nomba, I used customer behaviour and research to improve Savings engagement by 95%. I also supported the launch of a unified checkout adopted by 100K+ merchants, with 82% monthly retention.
At FindChow, I owned customer and vendor experience for a digital food marketplace, redesigning onboarding and account-management journeys to improve early engagement. I bring experience across customer success, account management, fintech, and digital products.
