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I am a customer success and account management professional with 10+ years of experience helping clients thrive, guiding onboarding, adoption, and renewals while resolving escalations. I excel at cross-functional collaboration and delivering measurable business outcomes through careful data management and proactive relationship building. In my roles at Morningstar and the SBA, I built trusted partnerships, improved data integrity across platforms, and drove operational efficiency through clear communication and process improvements. I am passionate about delivering outstanding service and helping teams scale success.…I am a customer success and account management professional with 10+ years of experience helping clients thrive, guiding onboarding, adoption, and renewals while resolving escalations. I excel at cross-functional collaboration and delivering measurable business outcomes through careful data management and proactive relationship building. In my roles at Morningstar and the SBA, I built trusted partnerships, improved data integrity across platforms, and drove operational efficiency through clear communication and process improvements. I am passionate about delivering outstanding service and helping teams scale success.

Michelle McCartney Oakland, MD

Project Manager, UX Designer, Content Creator, +4

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I am a customer success and account management professional with 10+ years of experience helping clients thrive, guiding onboarding, adoption, and renewals while resolving escalations. I excel at cross-functional collaboration and delivering measurable business outcomes through careful data management and proactive relationship building. In my roles at Morningstar and the SBA, I built trusted partnerships, improved data integrity across platforms, and drove operational efficiency through clear communication and process improvements. I am passionate about delivering outstanding service and helping teams scale success.…I am a customer success and account management professional with 10+ years of experience helping clients thrive, guiding onboarding, adoption, and renewals while resolving escalations. I excel at cross-functional collaboration and delivering measurable business outcomes through careful data management and proactive relationship building. In my roles at Morningstar and the SBA, I built trusted partnerships, improved data integrity across platforms, and drove operational efficiency through clear communication and process improvements. I am passionate about delivering outstanding service and helping teams scale success.

Available to hire

I am a customer success and account management professional with 10+ years of experience helping clients thrive, guiding onboarding, adoption, and renewals while resolving escalations. I excel at cross-functional collaboration and delivering measurable business outcomes through careful data management and proactive relationship building.

In my roles at Morningstar and the SBA, I built trusted partnerships, improved data integrity across platforms, and drove operational efficiency through clear communication and process improvements. I am passionate about delivering outstanding service and helping teams scale success.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Data Management Analyst I at Morningstar LLC

May 1, 2025 - May 1, 2025

Managed relationships with custodial partners (Pershing, Fidelity, LPL), resolved reconciliation discrepancies, and ensured client data integrity across multiple platforms. Served as the primary point of contact for internal and external stakeholders, providing clear communication and timely resolution of escalations. Supported SaaS-based financial tools, ensured security compliance, and collaborated cross-functionally to improve data workflows and operational efficiency. Contributed to customer trust and retention by delivering transparent, consistent service.

Advanced Disaster Relief Specialist at SBA – Office of Disaster Assistance

February 1, 2021 - February 1, 2021

Served as the primary contact for applicants during declared disasters, guiding them through program requirements with empathy and accuracy. Investigated escalated cases, reviewed records for compliance, and provided timely resolutions to customer inquiries. Documented processes to improve case handling and enhance applicant satisfaction. Communicated complex federal program details to diverse stakeholders, improving clarity and understanding.

Intake Analyst at GCC Technologies LLC

October 1, 2019 - October 1, 2019

Managed a portfolio of 200+ business clients, reviewing and validating regulatory documentation to ensure compliance. Built strong client relationships by clarifying requirements, resolving issues, and ensuring smooth case completion. Acted as liaison between clients and federal agencies, balancing compliance with customer support. Trained and mentored new team members, improving team performance and knowledge sharing.

Data Management Analyst I at Morningstar LLC

May 31, 2025 - May 31, 2025

Managed relationships with custodial partners (Pershing, Fidelity, LPL), resolving reconciliation discrepancies and ensuring client data integrity across multiple platforms. Acted as a primary point of contact for internal and external stakeholders, providing clear communication and timely resolution of escalations. Supported SaaS-based financial tools, ensuring compliance with security protocols and improving data workflows. Collaborated with cross-functional teams to deliver accurate financial data and improve operational efficiency. Contributed to customer trust and retention by ensuring transparency and consistent service delivery.

Advanced Disaster Relief Specialist at SBA – Office of Disaster Assistance

February 28, 2021 - February 28, 2021

Intake Analyst at GCC Technologies LLC

October 31, 2019 - October 31, 2019