Jessie Lebon

• Manages a team of 6 Franchise L3 Senior Account Managers who are responsible for books of business totaling $5 million monthly revenue, improving productivity and performance to ensure departmental KPIs are met.
• Drive strategic planning for current and future fiscal years, aligned with company initiatives.
• Provided consultative solutions to the team during challenging client requests and issued proper escalation resources.
• Managed cross-functional partnerships (e.g., Marketing, S&P) to deliver impactful training programs.
• Developing and analyzing reports to ensure KPIs are met, and Customer Growth Retention is on target while keeping leadership informed.

• Exceeded metrics weekly by 10% of the team, which helped identify areas of priority and opportunities for upsells.
• Highly consultative with training in website tools using analytical presentations and problem-solving skills, ensuring the value of the products and results for the client.
• Created reports and templates for the client's internal use for tracking customer attrition to distribute among staff.
• Strong communication and listening ability to quickly and effectively tackle issues in both a preemptive and reactive manner while maintaining the integrity of the company.
• Maintained expertise of new products and fostered interdepartmental partnerships to enhance the client experience.

• Identified and resolved payment discrepancies to ensure accurate and timely payment processing while developing and implementing strategies to improve payment collection efficiency and reduce outstanding balances.
• Activated and updated 350+ subscriptions, invoice adjustments, and customer account information via Salesforce and Zuora for checks, wire transfers, & ACH payments; processed write-offs as requested.
• Followed and complied with PCI Compliance rules for finance.
• Built rapport with clients to guarantee ongoing business with CarGurus and identify possible churn/upsell.
• Collaborated and supported the Account Managers/Onboarding, Support, and Sales Team to ensure customer service was met.
• Created and formatted templates to generate payment leads to distribute amongst the team targeting expiring credit cards.
•Engaged, through phone and emails to 500+ existing dealers monthly to decrease both nearing and delinquent accounts via Salesforce and Zuora

• Implemented then promoted employee benefits programs to attract and retain top talent in a competitive market with third-party vendors for events on and off-site.
• Specialized on-site assistant for Biogen employees and VP's being the liaison for Human Resources, exhibiting great customer service to employees, contractors, and visitors.
• Created and managed cases per request and completed assigned cases through Sales Force with expected promise dates for sales and expense report.
• Benefits program consisted of booking appropriate flights, hotels, transportation, dining, car repair, computer repair, auto detailing, oil changes, dry cleaning services, bike tuning, and childcare needs.