Imani Walton

Conducts 120+ weekly QA evaluations using speech analytics and manual review to assess compliance, process adherence, and customer experience. Analyzes QA data and trends to identify root causes and support process improvements.

Implemented recommendation systems and optimized collections strategies for loan and line-of-credit products, driving an 11% revenue increase post-release. Built an email hub for compliance workflows and maintained departmental wiki pages documenting step-by-step processes.

Served as a primary point of contact across the customer lifecycle, resolving 100+ daily inquiries with 98%+ CSAT and 88% first-contact resolution. Provided customer insights that informed two roadmap updates and improved platform usability.

Partnered with cross-functional leaders to optimize SaaS adoption, reducing tech spend by 19.7% YoY while improving user engagement and decreasing support tickets. Designed and delivered enablement training and managed a software support ticket pipeline via HubSpot.

Led Salesforce adoption strategy for enterprise-scale deployment, achieving 93%+ CRM adoption within 30 days. Partnered with Sales, Customer Success, and Product teams 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 the first 90 days using Kirkpatrick Level 1–3 evaluations. Led process and procedural improvements in collaboration with the Senior Director of Customer Operations and conducted needs assessments to develop targeted learning solutions.

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

Worked in collections, ranking in the top 10% of collectors while maintaining a 100% Quality Assurance score. Used system data and product expertise to educate customers on financial best practices.

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.

Led and coached a team of 10+ sales representatives and managed performance management and strategic execution for the BCBSM campaign. Built customer relationships that increased retention and developed training programs on sales techniques, cross-selling, and upselling.