Milena Spinoso

Achieved a 96% customer retention rate by proactively managing strategic relationships and conducting quarterly business reviews for enterprise telecom customers.

Drove $3M in annual revenue and increased multi-solution adoption by 35% for corporate accounts through strategic upselling, cross-selling, and bundled service offerings.

Negotiated enterprise contract terms, securing a 99% contract renewal rate and increasing average deal size by 28% through strategic adjustments.

Mentored junior Customer Success Associates, accelerating skill development in client engagement and SaaS product adoption, which improved team performance and ramp-up times.

Directed customer success strategies, leveraging usage data and competitive analysis to design and execute comprehensive success plans that aligned with business objectives.

Led end-to-end delivery of a $3.8M enterprise initiative to replace all BMO ATMs and upgrade associated software, ensuring on-time and within-budget completion.

Managed the successful execution of a $100K decommissioning project for legacy data applications, mitigating operational risks and optimizing system efficiency.

Oversaw the Capital Markets project portfolio, managing intake processes, capacity planning, and demand forecasting to align resource allocation with strategic priorities.

Developed and presented executive-level reporting, including dashboards and financial summaries, to senior leadership and steering committees.

Served as primary liaison between enterprise clients and IT teams, ensuring timely resolution of production issues and managing communications effectively.

Oversaw service ticket prioritization and queue management, applying ITIL best practices to consistently exceed SLA commitments.

Facilitated client engagement through online consultations and tailored training, improving product adoption and enhancing customer success outcomes.

Administered and negotiated contract renewals with clients and vendors, securing favorable terms and reinforcing long-term partnerships.

Achieved a 90% customer satisfaction score by delivering high-quality service and implementing process improvements to address client pain points.

Managed financial and technical call center agents, supporting programs for enterprise clients including Capital One and Logitech, ensuring alignment with contractual KPIs and SLAs.

Led and developed high-performing teams, coaching technical customer service representatives using SMART methodologies to advance their skills.

Directed operational performance through KPI monitoring (AHT, FCR, CSAT) and implemented process improvements, driving measurable results.

Oversaw offshore workforce management teams, including forecasting, scheduling, and IVR monitoring, to optimize resource allocation.

Developed and maintained Standard Operating Procedures (SOPs) for call handling, recruitment, onboarding, and performance management.