Ike
Friday
Clement

• Escalation overhaul: Inherited a broken escalation process across 50+ enterprise accounts with no QBR cadence or health tracking. Deployed Salesforce dashboards and executive sponsor check-ins, achieving 100% SLA compliance, 99% accuracy, and cutting escalation response time 35%.
• Quality uplift: Introduced a Notion-based QA scorecard and daily peer-review protocol; CSAT moved from 91% to 96%, revisions reduced 30%, escalations cut to zero within 60 days.
• Team mentorship: Designed and ran a 12-week onboarding program for 8 team members covering Zendesk workflows, QA rubrics, and client communication standards. 90% performance improvement in 90 days, 40% faster ramp, zero attrition over 6 months.

• Portfolio management: Owned 200+ monthly B2B touchpoints via phone, email, and Zendesk live chat. Delivered 95%+ CSAT and 0% churn for 13 consecutive months, including payment disputes, account holds, and compliance-flagged transactions.
• Workflow automation: Rebuilt Zendesk ticket routing and Salesforce-to-Zendesk sync across 1,200+ monthly tickets, bringing resolution time down 20% with data accuracy held at 99%.
• Account health and upsell: Built a Salesforce health-scoring model flagging renewal risk 45 days early; supported C-suite engagement accelerating renewals 15% and improving NPS 18 points across 40+ accounts. Configured HubSpot sequences generating $30K+ monthly qualified pipeline.

• Clinical operations: Embedded into live provider workflows across 3 US clinical sites. Maintained 100% HIPAA compliance across 500+ monthly patient encounters using Epic EHR real-time documentation.
• Efficiency gains: Reduced per-encounter admin time 25% (18 to 14 minutes) through structured, accurate charting under active provider supervision.
• Specialist onboarding: Built and delivered an Epic EHR and HIPAA training curriculum for 12 incoming remote documentation specialists, accelerating time-to-productivity 40% with 85% QA pass rate sustained through contract end.

Part-time contract, concurrent with PJEK Enterprise role above.

• CRM and account ops: Took over a support desk at 72% CX score across 50+ B2B accounts. Implemented Salesforce health-check cadences and tiered escalation protocols; score lifted to 92% in 6 months.
• Data automation: Replaced manual Excel reporting with Python ETL scripts and SQL stored procedures, boosting team output 35%, dropping error rate from ~12% to under 1%, and reclaiming 1,000+ analyst hours annually.
• Team coaching: Ran a 6-week CRM coaching curriculum for 10 junior associates using live Salesforce walkthroughs and customer journey maps; 90% performance improvement, 85% QA pass rate.