Open to opportunities

Prez P

@prezp

Customer Success Leader driving retention and growth across FinTech & SaaS through data-driven, high-velocity client turnaround.

United States

Message

What I'm looking for

I’m looking to lead client retention and growth in FinTech/SaaS, owning onboarding and product adoption while turning at-risk accounts around with data-driven, fast execution in process-heavy environments.

I’m a Customer Success professional with 8+ years across FinTech, SaaS, and high-volume, client-facing roles. I’m known for building lasting client relationships, turning around at-risk accounts, and moving fast in complex, process-heavy environments.

At Figure Lending, I earned Circle of Excellence status (top 1%) through perfect 5/5 QA scores, 5/5 customer satisfaction ratings, and elite call handle times across both Originations and Servicing. I kept SLA compliance above 98%, cut escalation rates by 20%, and achieved first-call resolution on 90%+ of servicing cases.

In Originations, I owned the full customer journey from first call to close—handling 60+ HELOC applications monthly with zero compliance errors. I raised application completion rates by 25% by proactively guiding borrowers through document requirements, eligibility questions, and next steps before they had to ask.

Earlier, I delivered measurable growth and operational improvements across customer and service teams—boosting retention by 22%, increasing front-end sales revenue by 18% year-over-year, reducing onboarding time by 30% and 35%, and cutting churn by 15%. Whether it’s QBR-driven renewals, targeted re-engagement, or consultative coaching, I bring structured, data-driven execution to every stage of the customer lifecycle.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Associate

Current

Figure Lending

Jan 2026 - Present (4 months)

Held Circle of Excellence (top 1%) status by earning perfect 5/5 QA and 5/5 customer satisfaction scores with elite call handle times. Managed 100+ post-funding inquiries monthly, maintaining 98%+ SLA compliance, and reduced escalations by 20% while achieving 90%+ first-call resolution.

Customer Lifecycle Management SLA Management Account Retention Escalation Management Dispute Resolution CRM (Salesforce)Zendesk Fintech Compliance

Customer Success Associate

Figure Lending

Sep 2025 - Jan 2026 (4 months)

Owned the customer journey from first call to close, handling 60+ HELOC applications monthly on a blockchain-native platform with zero compliance errors. Increased application completion by 25%, earned Circle of Excellence in Q1, and helped drive process changes that cut average handling time.

Customer Onboarding Application Completion Optimization Compliance Account Growth Upselling

Front End Manager

Cannon Pharmacy

Mar 2023 - Aug 2025 (2 years 5 months)

Led daily front-end operations for an 8–10-person team, achieving a 96% customer satisfaction score through consistent service standards. Grew retention by 22% over 18 months, increased front-end sales revenue by 18% YoY, and reduced peak-hour wait times by 4 minutes.

Team Leadership Customer Service Operations Customer Retention Consultative Selling HIPAA compliance POS Systems (Pioneer)Workflow Optimization Customer Experience

Customer Success Analyst

Stats LLC

Oct 2021 - Mar 2023 (1 year 5 months)

Managed 50+ enterprise accounts, maintaining 92% YoY retention by identifying at-risk signals early to prevent churn. Reduced onboarding time by 30%, cut churn by 15% using account health data, and increased upsell revenue by 20%.

Enterprise Customer Success Upselling Data Driven Decision Making Customer Training

Client Solutions Specialist

eTeK IT

Apr 2019 - Oct 2021 (2 years 6 months)

Grew contract renewal rates by 40% across 25+ mid-market clients by running QBRs that connected product capabilities to business results. Increased product adoption by 28%, shortened time-to-value by 3 weeks, and translated client feedback into proposals that improved NPS.

Client Relationship Management Renewals Product Adoption Time To Value Stakeholder Management NPS

Customer Experience Associate

AT&T Authorized Dealer

Feb 2018 - Apr 2019 (1 year 2 months)

Handled 200+ monthly customer inquiries by phone and in person, maintaining a 95% customer satisfaction rating. Drove a 10% increase in premium plan sales by matching customers to the right offerings and built feedback capture processes that improved team satisfaction by 12%.

Customer Support Customer Satisfaction Upselling Process Improvement Sales Enablement Service standards KPI Tracking

Education

Degrees, certifications, and relevant coursework

Rutgers University

Bachelor of Science, Business Management

Activities and societies: Relevant Coursework: Business Communications; Data-Driven Decision Making; Strategic Management.

Earned a Bachelor of Science in Business Management with coursework in business communications, data-driven decision making, and strategic management.