Tatiana Gonzalez

Lead retention strategy and operational alignment across a high value portfolio of public sector accounts. Responsible for revenue preservation, executive relationship management, and cross-functional orchestration

• Preserved $772K in annual revenue for 2025 by executing a targeted retention strategy across government, K-12,
  and public library accounts, reducing churn among the highest-risk, highest-value public sector clients.
• Achieved 70%+ retention rate across the full customer base by partnering with Sales to develop and execute disciplined renewal strategies tailored to each accounts business priorities.
• Served as the cross-functional point of contact across Legal, Operations, and Account Executives to drive accurate,
  timely contract execution for complex government renewals.
• Led weekly cross-functional syncs to surface risks, align priorities, and accelerate issue resolution.
• Built process documentation, workflow maps, and SOPs to standardize operations across a distributed remote team.
• Partnered with Sales and Product to translate customer needs into actionable solutions and influence roadmap conversations.

Supported T-Mobile’s Strategic & Enterprise Accounts organization, serving as the operational backbone for Fortune 500 clients.

• Managed strategic and enterprise accounts including Delta Airlines, PWC, and Cox Enterprises — coordinating
  executive calls, auditing account changes, and maintaining daily communication with C-level and VP stakeholders to align T-mobile solutions with evolving business objectives and operational needs
• Partnered with leadership on large-scale account initiatives including multi-site deployments and cross-functional
  resource coordination across internal teams
• Designed and launched a new hire training program adopted across the team.
• Conducted recurring account performance reviews analyzing usage, revenue indicators, and service metrics.
• Drove team engagement through recognition programs and remote team-building initiatives.

Advanced through three roles based on operational discipline, compliance accuracy, and leadership potential.

• Audited Debt Validation and Attorney Representation letters for accuracy, regulatory compliance, and adherence to
  internal controls — identifying process gaps and coaching representatives on corrective actions
• Reviewed Student and Personal Loan Settlements, confirming system coding accuracy and vendor notifications; provided weekly management reporting on procedural oversights and resolution status
• Promoted into Quality Control and Senior Account Specialist roles based on demonstrated risk awareness, operational consistency, and ability to mentor peers