Manager, Account Management (Mar 2021 – Aug 2022)

At GoDaddy, led a high-performing team of Account Managers, Customer Support Guides, and a Team Manager—focused on enhancing the experience for high-value clients. I shifted the team from reactive support to proactive account management through hands-on coaching and process improvements. Partnering with Customer Experience and Marketing leaders, I helped launch a loyalty program and shared key outcomes directly with executive leadership. These efforts drove a 300% increase in engagement and doubled product retention in just 3 months. I improved the NPS score from 54 to 90, boosted revenue retention by $1.6M within 6 months, and maintained an average speed of answer under 60 seconds for over a year. I also expanded support channels beyond voice to include chat, SMS, and email—elevating both efficiency and customer satisfaction.