Paola Di Bella Gil

• Manage a portfolio of 700+ subscription accounts valued at $3.5 million in the K–12 education market, achieving and maintaining a 90%+ renewal rate through proactive engagement and retention strategies.
• Create and deliver subscription renewal quotes, leveraging upsell and cross-sell opportunities to drive revenue growth.
• Utilize OneCRM (Salesforce-compatible) to track opportunities, maintain pipeline accuracy, and ensure effective forecasting.
• Collaborate with Sales and Customer Success teams to optimize renewals for strategic accounts and enhance the customer experience.
• Develop and implement a million-dollar upsell initiative, contributing to overall revenue growth.
• Enhance forecasting accuracy by analyzing historical sales data, identifying trends, and optimizing future projections.

• Provided high-quality customer success support, managing approximately 30 inbound calls daily, generating quotes, troubleshooting, and ensuring timely order placement.
• Assisted K–12 educators and administrators with assessment and curriculum-based product subscriptions, ensuring seamless renewals and account satisfaction.
• Maintained SLAs for all workflows and delivered exceptional service while advancing escalated issues to the appropriate teams.

• Managed complex customer accounts, resolving billing disputes, and retaining clients through proactive problem-solving and relationship management.
• Utilized multiple databases to support customer needs and ensure compliance.

• Delivered exceptional customer service and handled cash, credit, and check transactions with accuracy and efficiency.

• Boosted fraud detection rates through meticulous analysis and adherence to compliance protocols.

• Delivered bilingual support to high-volume accounts, improving customer satisfaction and retention.