At Clipboard Health, I moved across customer support, compliance, document operations and billing before taking ownership of a client portfolio. I owned over 50 accounts end to end after the sale and protected 80% retention across the book.
I used account usage data to identify at-risk clients and raise concerns proactively. I also worked with product, engineering and finance on account issues, and built and maintained the client-facing knowledge base and its internal documentation in Zendesk.
At Clipboard Health, I rebuilt a manual billing reconciliation process in Excel, cutting errors by 83%. I worked closely enough with delivery to understand what was happening before updating clients.
Before that, at Smile Communications, I carried a sales quota and ran the full cycle from qualification through pricing to close, beating target at 105 to 110% year after year. I also managed accounts in Salesforce and directed the client-facing response to a network security incident affecting over 300 customers.
