Customer Service Operations Manager | CRM Systems + Client Retention + AI Automa

20+ years managing multi-channel customer operations across phone, email, chat, and SMS. Trained 100+ support agents with structured onboarding programs. Expert in CRM systems (Salesforce, custom platforms), issue resolution, and process improvement. Built systems that reduce support costs while improving customer satisfaction and retention.

Managed portfolio of 100+ client accounts with 80% monthly retention rate for 9 years. Proactively identified at-risk accounts, recovered relationships before churn, and drove account growth through strategic communication. Experience with high-value clients ($750-1,500/month average). Strong track record in client onboarding, relationship building, and long-term retention.

Managed portfolio of 100+ client accounts for 9 years with 80% monthly retention rate. Built long-term relationships with local business owners, proactively identified at-risk accounts, and prevented churn through strategic communication and issue resolution. Drove client satisfaction through consistent delivery, transparent reporting, and ownership of account outcomes.

Led development of custom CRM platform (ACS) that replaced Salesforce and Aweber, eliminating $50K+ annual software costs. Managed CRM configuration, user training, and system optimization across multiple companies. Expert in Salesforce, Pipedrive, and custom platform deployment. Championed UX improvements based on user feedback, increasing team adoption and productivity.

Supported sales operations through lead distribution, pipeline management, and client relationship coordination. Drove 4,200 monthly lead orders during critical expansion period through proactive client outreach and objection handling. Experience with outbound sales to Canadian dealerships, accounts receivable management, and cross-selling to existing client base.

Onboarded and trained 100+ agents on proprietary systems over 5 years. Developed structured nesting programs that reduced churn and improved time-to-productivity for new hires. Created training materials, SOPs, and coached team leaders. Managed teams of 2-25 people across customer service and operations roles with focus on performance improvement and retention.