At Connecteam, I manage onboarding and engagement for a B2B SaaS platform, reaching out to customers and coordinating personalized onboarding sessions. I use HubSpot CRM to manage onboarding pipelines, follow-ups, and appointments.
At SmartPaw, I manage relationships with approximately 100 customers and subscribers monthly, handling account, subscription, product, and service concerns. I monitor feedback and churn patterns and work with Product, Marketing, and Support to improve customer communications and support product launches.
At Spotify, I handled more than 50 customer cases per day across account access and billing, maintaining 95%+ CSAT, 100% QA scores, and a 100% resolution rate. I researched customer accounts and kept records accurate in Salesforce and internal systems.
My earlier work included managing billing workflows for up to 117 client accounts in a day at Elite Factor Group, resolving customer issues at Betlive and Crocobet, and supporting retail operations at Bazar Florio. Across these roles, I’ve worked with account management, subscriptions, payments, and customer support.
