Katie Lesslie

• Serve as primary point of contact for agency partners, agents, and internal teams at a Health FMO Brokerage, translating platform integrations and technical use cases for non-technical audiences to drive adoption across the agent portal.
• Led the GoHighLevel CRM implementation project: standardized funnel templates, automated workflows, custom fields, tag taxonomies, and pipelines connecting website and campaign activity to CRM data used for customer/agent engagement tracking.
• Developed an Airtable/API-powered reporting integration in the broker link portal, rolled out to the company's 50 largest agency partners, eliminating 6 hours of manual monthly report generation and reducing manual distribution by 62%.
• Built AI-assisted workflows (Claude, MCP) and cross-system integrations (Airtable, Zapier, webhooks, form-to-CRM pipelines) to accelerate campaign builds and reduce manual turnaround time.
• Managed cross-functional projects between IT Security and third-party API vendors, scoping requirements, coordinating resources, and tracking timelines to deliver functionality on schedule

• Managed retention conversations on at-risk policies, collaborating with multiple carriers to identify competitive solutions that reduced customer lapses.
• Developed understanding of insurance customer lifecycle, enabling insight into how policyholders evaluate risk, compare carriers, and make renewal decisions.
• Earned Texas P&C General Lines License, gaining hands on knowledge of property casualty product lines, carrier comparison, policy structure and renewal dynamics.

• Owned onboarding and account management for a portfolio of 30+ mid-market SaaS accounts, serving as the primary point of contact and building tailored success plans around each customer's goals, configuration needs, and expectations, increasing on-time onboarding success by 15%.
• Proactively monitored account engagement and health throughout the customer lifecycle to identify risk early and resolve it before escalation, reducing churn by 20% and protecting recurring revenue.
• Identified and closed upsell and cross-sell opportunities within the existing account book by understanding each customer's evolving goals and matching them to additional product value, contributing to overall account growth.
• Gathered and acted on customer feedback, creating account websites and multi-platform content to close adoption gaps, and surfaced recurring customer pain points to internal teams, growing product adoption and raising customer satisfaction scores to 93%.

• Managed a high volume of multi-channel support cases to drive issue resolution, improving customer satisfaction and reducing churn risk.
• Identified upsell and cross-sell opportunities during customer interactions, flagging qualified leads to account teams and contributing to account growth alongside support resolution.
• Collaborated cross-functionally with internal teams to build SOPs and training resources, creating repeatable, scalable processes to help the support organization grow.
• Drove software adoption up 12% by supporting internal teams in running webinars for account launches and expansions.

• Prepared construction permit applications through compliance research with county ordinance policies, facilitating timely project completion.
• Coordinated with city personnel and architects on submittal requirements, building codes, and permit regulations, ensuring adherence across multiple corporate projects.

Deans List Recipient 2008