• Engineered AI automation workflows in n8n that saved 60 minutes per account manager per day by automating customer revenue calculations, rewards tracking, and opportunity identification, enabling proactive account management at scale.
• Built a daily case health check report for at-risk customers, achieving 92% SLA adherence and eliminating missed churn signals across the customer base.
• Designed a weekly insights report surfacing revenue-impacting opportunities from exit interviews, directly informing retention strategy.
• Developed a marketing campaign strategy and product adoption playbook that contributed to $75M in revenue impact.
• Established the company's first QA process for premium customer restriction resolution end to end, from framework design through implementation, including weekly feedback loops, coaching sessions, and ensuring specialists had access to required tooling, driving attainment of the 95% QA benchmark and giving leadership first-time visibility into team quality.
• Created a credit and financial resolution framework for high-value customers, introducing standardized request and review processes, NDA and legal review workflows, and management approval gates. Piloted with premium accounts and scaled to executive escalations, processing an average of 40 high-value account cases per week and eliminating the inconsistency risks that previously left newer account managers without a clear path to resolution.
• Designed an analytics conversion funnel for proactive product adoption outreach, delivering a 25% week-over-week increase in engagement.
