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Ralston Sylvester

@ralstonsylvester

I lead global customer operations, scaling support, retention, automation, and client success programs.

At Walkingspree, I direct global post-sale Support and Client Success operations, setting performance governance, workforce planning, and accountability frameworks across regions.

I deployed an AI chatbot for Tier 1 member inquiries, achieving a 56.25% success rate and shifting capacity toward complex client success work. I also increased average agent tenure from two months to over two years, improving retention by 85% through career pathways, role clarity, and ownership.

I've led 28 product innovation, service delivery, and business development projects while building workflows, SLAs, escalation protocols, ticketing systems, reporting structures, SOPs, and FAQ governance. I bring frontline customer insight into executive discussions and partner with Product, Engineering, Marketing, and Finance on roadmap and service decisions.

Across Walkingspree, Alliance International Servicing, hSenid Business Solutions, and Sytex Solutions, I've managed renewals, commercial agreements, client advisory, reporting automation, and stakeholder relationships. I hold an MBA and a Six Sigma Black Belt in Operational Excellence.

Experience

Work history, roles, and key accomplishments

Manager – Support and Client Success

Walkingspree

Jan 2024 - Mar 2026 (2 years 2 months)

Directed global end-to-end post-sale organization across Support and Client Success, leading teams and setting enterprise-wide accountability frameworks. Executed strategic automation and analytics initiatives, including deploying an AI chatbot for Tier 1 inquiries, and improved workforce stability and retention.

AI Chatbot Integration Automation Analytics Salesforce Service Cloud Zendesk Freshdesk Slack Google Workplace Jira SharePoint SOP Documentation Workforce Planning Performance Management KPI Architecture CSAT Retention NRR%User Adoption Service Health Dashboards

Service Specialist

Alliance International Servicing

Mar 2023 - Dec 2023 (9 months)

Coordinated end-to-end engagement with clients, managing lead conversion, renewals, and advisory support across the insurance lifecycle. Maintained an 85% retention rate and developed efficient comparative analysis systems.

Client Engagement Renewal Management Insurance Policy Comparison Analytical Reporting Negotiation Communication Skills Invoice Management Database Management

Client Success Coordinator

Walkingspree

Jul 2018 - Mar 2023 (4 years 8 months)

Oversaw daily servicing of a client portfolio and acted as initial contact for client administrators and account managers. Administered a team of 6, coordinated timekeeping and workload, and led creation of automated reports reducing workload by 7 hours per week.

Client Success Team Management Timekeeping Work Allocation Onboarding Training Knowledge transfer Reporting Automation Zendesk Freshdesk Slack Google Workplace

Client Relations Officer – Support Division

hSenid Business Solutions

Aug 2016 - Sep 2017 (1 year 1 month)

Acted as primary strategic point of contact for the Support Division, coordinating client communications and change requests. Drafted commercial agreements, managed contract lifecycles, and led cross-functional initiative to deliver automated reporting solution.

Client Relations Contract Management Commercial Agreements Finance Billing Reporting Automation Cross Functional Collaboration HSenid HRIS

Client Relations Executive

Sytex Solutions

Oct 2014 - Jul 2016 (1 year 9 months)

Directed cross-organizational coordination by leading critical meetings and organizing annual gala events. Bridged external clients with internal development teams, managed commercial agreements, and advised client-base CEOs through executive summaries.

Client Relations Stakeholder Management Commercial Agreements Executive Summaries Communication Skills Event Management Technical Transfer