Jessica LaSota

• Directed multi-year renewal strategy that sustained client retention above 94%.
• Negotiated contract renewals and managed customer expectations to ensure satisfaction.
• Oversaw portfolio of 195+ accounts across SMB, mid-market, and enterprise segments, balancing service priorities with account-specific requirements.
• Monitored customer health, risk, and engagement patterns in CRM systems to proactively address potential issues.
• Conducted regular check-ins with clients to ensure their needs were met.
• Addressed account concerns through clear communication and timely follow-up, ensuring client satisfaction and retention.
• Served as subject matter expert for Salesforce amendment workflows, providing training for CSM colleagues and new hires to enhance team capability.
• Analyzed customer data to identify trends, issues, and opportunities for improvement.
• Earned recognition for consistent collaboration and dependable independent execution.

• Renegotiated client contracts to align terms and conditions, helping retain accounts during retention risks and product concerns.
• Resolved client issues through case management and internal escalation workflows.
• Supported clients during onboarding, account questions, and service requests.
• Trained Customer Success Managers on contract processes to improve efficiency.
• Partnered with CSMs on cancellation and data export processes, confirmed audit compliance, and joined leadership and cross-functional meetings to clear blockers and improve global processes.
• Coordinated with sales support and product teams on client needs.
• Updated Salesforce for contract creation and amendments.

• Held sole responsibility for developing and updating regulatory document production schedules.
• Monitored project statuses across multiple months and proactively addressed concerns to keep projects on track.
• Coordinated monthly and ad hoc meetings with internal and external groups to ensure alignment on regulatory objectives.
• Maintained and updated Access database and SharePoint sites to provide accurate regulatory documentation for multiple teams.

• Assisted 7 sales representatives with administrative tasks, effectively managing shifting priorities and deadlines to support sales efforts.
• Prepared, packaged, and distributed sales literature for client meetings.
• Coordinated mailings, ensuring timely delivery through efficient mail sorting, package preparation, and shipping logistics.
• Scheduled appointments among clients, customers, and internal staff.
• Maintained totalclient database records for use across multiple teams.

• Managed patient questions, concerns, and service recovery with calm, professional communication.
• Facilitated communication between patients and healthcare providers to ensure clarity and understanding. between patients and healthcare providers.
• Cultivated positive relationships with patients, families, visitors, and medical staff to foster a supportive healthcare environment.
• Managed incoming calls, averaging 120 per day, to schedule consultation appointments and treatments.
• Coordinated client paperwork and communication across 4 offices to streamline onboarding process.
• Executed proactive outreach to clients to support sales expansion efforts, enhancing engagement.
• Ensured compliance with HIPAA regulations regarding confidentiality of patient information.

While participating in Walt Disney World's College Program, I explored the techniques used to create memorable moments and participated in creating it, witnessing its impact on people's lives, and am forever changed because of that opportunity. I finished my brief internship focused on professional development and gained useful knowledge in managing challenging customer interactions, enhanced my ability to maintain positivity and improve guest experiences when conditions were not ideal.

WDW's internship led to improved creative thinking, and I faced new challenges each day while I worked long hours and late nights but it didn't matter. I spent each day in collaboration with cast members whose own goals were to create a magical atmosphere that positively impacted both cast members and thousands of visitors daily.

• I assisted Disney guests with merchandise selections and product questions.
• I processed sales transactions using a digital POS system
• I restocked shelves and displays with resort merchandise and themed products
• I was deployed to other storefronts and worked in other roles as needed to assist in 'Making the Magic'.