Meredith Horton

Led the end-to-end redesign of VaultTek's web and mobile applications, improving UX/UI across platforms and driving higher product engagement and satisfaction.

Designed and delivered multi-format training experiences (live webinars, client guides, presentations), enhancing onboarding and client education while reducing support tickets.

Proactively monitored daily performance dashboards, resolved technical anomalies, and conducted root cause analysis for both internal and client-side issues.

Championed client feedback initiatives to inform product roadmaps, increase customer satisfaction, and contribute to recurring revenue growth.

Played a key role in marketing efforts: co-managed social media strategy, contributed SEO-optimized blog content, and led trade show/event logistics and brand strategy.

Created scalable SOPs, internal onboarding processes, and knowledge bases that optimized cross-team collaboration and reduced onboarding time.

Managed the Virtual Microfilm (VMF) program for the GSCCCA client relationships independently, delivering seamless support, executing data restores, and leading product training for end-users.

Recognized in annual performance reviews for exceeding expectations, balancing creative and technical workstreams, and consistently delivering with high ownership and adaptability.

Led CRM data migrations and created streamlined automation workflows, enhancing data quality and operational efficiency.

Conducted implementation workshops and webinars to drive adoption and user competency across internal and external teams.

Authored system documentation, policy frameworks, and procedural guides to support long-term knowledge management.

Integrated multiple backend systems, automating previously manual workflows to support business scaling and improve visibility.

Oversaw end-to-end real estate processes from procurement through commission, including stakeholder communication.

Established KPIs and implemented project management tools to monitor performance and ensure goal completion.

Managed contractor coordination and administrative support to streamline office workflow.

Created and maintained accounting procedures and databases for audit readiness and reporting.

Developed standard procedures and policies for client support; presented performance metrics to ensure management of client service effectiveness.

Collaborated with stakeholders to implement SaaS and CRM enhancements such as questionnaires, lead captures, triggers, and delivery mechanisms.

Facilitated SaaS and CRM education for sales, marketing, and administration teams, ensuring that company-wide technical and product support was consistent and efficient.

Onboarded multiple enterprise accounts through successful sales calls under strict deadlines, improving the overall revenue of the company.

CORE COMPETENCIES
• Solution-oriented SaaS Implementation
• Identity Verification / KYC / CIP / AML
• Knowledge-based Authentication
• Analytics & Forecasting
• Client Support
• Client Satisfaction & Retention

Analyzed internal projects for system enhancements, policy and procedure changes, and training materials for both internal and external stakeholders.

Reviewed client contract pricing as well as barter, non-disclosure, and pre- and post-sales agreements to ensure overall contract management and compliance.

Collaborated daily with teammates, ensuring open communication and accurate notation of any engagements or incidents.

Partnered with the appropriate teams to ensure any contractual non-adherences were escalated and dealt with accordingly, including seeing tickets through to completion.

Managed internal projects for system enhancements, process and procedure changes, and any training materials to be issued to employees.

Maintained contact with clientele throughout account contract pricing implementation, account management, and business account analyst requests.

Researched solutions for financial disputes and contractual agreements, discovering and reporting multiple billing errors that benefited both clientele and company.

Aided clients with top-notch service, receiving multiple accommodations from executives and colleagues (which can be found on my LinkedIn).

Communicated with 120+ clients daily with amiable efficiency, achieving 97% first call resolution; awarded with recognition as the overall top performer nationwide (2012).

Saved a $1.7M client account by identifying systemic billing flaws; praised by CEO Dan Hesse for resolution.

Solved a variety of complications communicated by distressed clients by providing swift solutions, including saving a client account worth $1M+ from cancellation.

Exceeded quantitative metrics on clientele satisfaction, client retention, and inquiry volume, consistently diagnosing and resolving prevalent obstacles.