Andrea Bernal Lalun

• Helped high risk renewal customers to renew their current contracts with significant uplifts and longer term lengths.
• Collaborated with sales operations and support leadership on SOP development for enhanced support team efficiency.
• Awarded Golden Owl for top performance and surpassing targets.
• Secured over 570 deals contributing to a $2.4 million ACV performance during FY25.
• Created new templates for common issues along with a document to track errors and closing delays.
• Established weekly office hours to facilitate team discussions on ticket and pipeline issues.
• Conducted training sessions for a team of more than eight newly recruited employees.

• Worked with pipeline of 100+ escalated auto-renew eligible clients per quarter to gauge satisfaction, resolve objections and secure contract renewals.
• Successfully closed 119 renewals worth $360k of ACV in Q4 of FY24
• Resolved 900+ Zendesk tickets in Q4 of FY24 coming from internal teams and customer renewal requests.
• Effectively negotiated with escalated customers to increase pricing and improve payment terms.
• Took ownership of escalated customer issues with leadership visibility, working with escalations team, sales executives, finance and other internal departments, to resolve and retain customers
• Interviewed several candidates and helped to onboard and train 6 new team members.

• Assisted customers with Billing Support related issues and worked with escalation management team to resolve
• Built out Billing Support department from team of 3 to full team of 20 in less than 3 months
• Administered and created games, training videos and modules using Kahoot's & Google Docs
• Reduced training schedule from 8 days to 7 days of training
• Met with senior project manager and upper management to close gaps with other departments such as renewals, sales and finance by identifying key issues, creating and implementing new processes
• Prepared subject matter documentation and disseminated for use by various departments
• Continually updated these documents to reflect constant changes and needs of department
• Listened to calls, graded tickets and scheduled 1x1 on a weekly basis with Billing Support Team and continuously updated quality assurance tracking documents to reflect and improve CSAT & SLA Scores
• Scores improved from low-mid 3's to 4.0-4.5 within 90 days for CSAT and from 70's to 97-99% in 40 days
• Ongoing training for current employees on weekly basis in morning huddles to develop and improve overall team performance
• Identified bottleneck issues and implemented prompt and successful solutions working with other departments such as Tech, Finance, Renewals and Senior Management to eliminate backlog and maximize workflows

Guided 60+ escalated calls & Emails per day using excellent communication skills and decisive approach

• Met inbound customer needs while maintaining strict performance targets of 80%+ CSAT
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.

• Helped high risk renewal customers to renew their current contracts with significant uplifts and longer term lengths.
• Collaborated with sales operations and support leadership on SOP development for enhanced support team efficiency.
• Awarded Golden Owl for top performance and surpassing targets.
• Secured over 570 deals contributing to a $2.4 million ACV performance during FY25.
• Created new templates for common issues along with a document to track errors and closing delays.
• Established weekly office hours to facilitate team discussions on ticket and pipeline issues.
• Conducted training sessions for a team of more than eight newly recruited employees.