Imani Walton

Implemented recommendation systems and collection strategy optimizations for loan/line-of-credit collections, increasing revenue by 11% post-release. Built an email hub to streamline compliance workflows and maintain ongoing regulatory adherence, and created departmental wiki documentation for the DMC process.

Served as primary point of contact across the customer lifecycle, achieving 98%+ CSAT by resolving 120+ daily inquiries with an 88% first-contact resolution rate. Acted as a customer advocate, translating qualitative insights into product feedback loops that influenced two roadmap updates and reduced ticket escalations by 12%.

Partnered with cross-functional leaders to optimize SaaS adoption, reducing tech spend by 19.7% YoY while improving user engagement and decreasing support tickets by 22%. Designed and delivered enablement training and managed the software support ticket pipeline in HubSpot, resolving inquiries in an average of 6.3 hours.

Led Salesforce adoption strategy for enterprise-scale deployment, achieving 93%+ CRM adoption within 30 days and aligning rollout efforts to business outcomes. Partnered with Sales, Customer Success, and Product to design enablement materials that improved onboarding and renewal experience.

Designed and delivered ILT/vILT onboarding for 70+ client-facing reps, achieving a 93% success rate within their first 90 days using Kirkpatrick Level 1–3 evaluations. Improved training and operational processes in collaboration with the Senior Director of Customer Operations and conducted needs assessments to target learning interventions.

Led training and skill development for new and existing customer advocates, ensuring mastery of processes, procedures, and compliance standards. Owned continuous improvement of training programs by updating materials quarterly and facilitating train-the-trainer sessions to maintain consistency across teams.

Coordinated 300+ flights, accommodations, and insurance arrangements for individuals and groups to ensure seamless logistics and high service standards. Designed and delivered training initiatives to improve travel consultation processes and team efficiency.

Managed and coached a team of 10+ sales representatives, driving the BCBSM campaign to a #1 ranking through performance management and strategic execution. Built customer relationships to increase retention by 14% and developed training programs covering sales techniques, cross-selling, and upselling.