Georgina Alexis

• Managed 70+ enterprise accounts in the information management industry, aligning retention, classification, and compliance strategies with customer business objectives.
• Led quarterly contract negotiations and pricing strategies, resulting in five-year renewals that generated over $2.5 million in annual recurring revenue while ensuring SLA compliance and customer satisfaction.
• Earned Client Success Manager of the Quarter recognition three times and ranked 2nd across the CSM organization for outstanding performance. Consistently exceeded quarterly goals, driving strategic growth initiatives and contributing $1.5 million in new pipeline opportunities.
• Collaborated cross-functionally to resolve complex billing, service, and compliance issues—protecting at-risk accounts and successfully collecting over $5 million in overdue invoices, strengthening customer retention and financial performance.
• Conducted ten Business Reviews (SBRs/FBRs) per quarter to address customer challenges and identify new business opportunities such as Asset Lifecycle Management, enhancing customer engagement and account expansion.
• Supported RFPs, pricing models, and customer audits, reinforcing Iron Mountain’s reputation for secure and compliant information lifecycle management.

• Acted as the primary escalation point for enterprise clients, improving first-contact resolution by 25% and elevating overall customer satisfaction scores.
• Provided consultative guidance on retention and compliance best practices, helping clients strengthen data governance and reduce audit risk.
• Partnered cross-functionally with Sales, Operations, and Billing to deliver seamless service experiences that reinforced customer trust and retention.
• Identified recurring service issues and implemented corrective action plans, reducing repeat incidents by 30% while enhancing client self-service adoption.
• Supported collections and reconciliation initiatives, improving billing accuracy and ensuring compliance with contractual and regulatory requirements.
• Managed client inquiries and provided solutions to ensure satisfaction and retention.
• Collaborated with cross-functional teams to streamline service delivery processes.
• Implemented process improvements that reduced response times for client requests significantly.
• Collaborated with cross-functional teams to align services with evolving client requirements effectively.

Provided dedicated support to over 50+ healthcare enterprise clients, managing incident resolution in compliance with HIPAA and healthcare data regulations.

• Facilitated strategic partnerships and maintained audit-ready documentation to ensure data integrity and trust.
• Collaborated with Client Development Executives to optimize healthcare information management workflows and client satisfaction.

Applied healthcare-specific incident management and escalation protocols, improving resolution times and customer confidence.

• Facilitated effective communication between departments to enhance issue resolution processes.
• Implemented process improvements that streamlined workflow efficiency and reduced resolution times.

• Help supported the transition of 4,000 accounts from Cornerstone Records Management into Iron Mountain system.
• Educated the customers based on Iron Mountain products, procedures and services.
• Integrated support between systems for the customer to utilize.
• Completed comprehensive inventory remapping to ensure customer’s meta data was not lost and were all correct.
• Investigated and reconciled billing issues, invoices, credits, and adjustments.
• Performed proactive calls to accounts to review service performance and to develop and or recommend service resolution plans and potential opportunities.