Experience

Constructor

• United States
• Software Development
• 100 - 200 Employee

• CSM Regional Manager, Americas

  • May 2023 - Present

• Senior Customer Success Manager

  • Feb 2023 - May 2023

• Customer Success Manager

  • May 2021 - May 2023



Chatmeter

• United States
• Software Development
• 100 - 200 Employee

• Technical Sales Engineer

  • Oct 2019 - May 2021

• Customer Success Manager

  • Oct 2017 - Oct 2019



eSUB Construction Software

• United States
• Software Development
• 1 - 100 Employee

• Client Success Manager

  • Jan 2016 - Oct 2017

  eSUB is a cloud-based project management tool for subcontractors in the construction industry. -Responsible for building processes to reduce churn and increase ARR for existing accounts. -Oversee 430+ accounts to ensure customer satisfaction. -Collaborate with the marketing team to develop email campaigns that target current customers and encourage increased ROI. -Make recommendations to engineering for feature updates and improvement on usability. Programs Used: SalesForce, Pardot, Quickbooks, SaasOptics, GoToMeeting, SurveyMonkey, JIRA, Calendly, Echosign, Marketo Show less



SolidProfessor

• United States
• E-Learning Providers
• 1 - 100 Employee

• Customer Engagement Manager

  • Mar 2014 - Jan 2016

  SolidProfessor creates video tutorials for 3D design software such as SOLIDWORKS and AutoCAD. They work with schools, big businesses, and individuals to provide a self paced learning experience. -Responsible for 80% renewal success of all Enterprise accounts that totaled approximately $900,000. -Supported accounts with account setup and product development throughout their membership. -Provided insight to all other departments on customer trends. Programs Used: SalesForce, Pardot, Join.me, GoToMeeting, Wootric, SurveyMonkey Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Product Support Analyst

  • Apr 2013 - Mar 2014

  OptumInsight is a service to code medical transcripts. When a medical transcript is entered into the software, a structure uniquely created for each account then codes the transcripts so they are ready for billing. -Supported clients with the use of software by clarifying instructions and communicating with the coding, programming, and engineering departments to ensure personalization of the product. -Managed client concerns by reviewing requests for programming updates and used problem solving skills to determine a resolution. -Utilized workforce tools to organize requests from clients and communicate with other departments to ensure an immediate solution. Show less



Jack in the Box

• United States
• Restaurants
• 700 & Above Employee

• Senior Guest Representative

  • Jun 2010 - Apr 2013

  Jack in the Box's Corporate Guest Relations department plays a huge role in their customer success. Guests are able to call in and speak with a representative about their experience to find a resolution. -Amended past guest experiences by providing a resolution to help promote future business. -Managed a team of 13 people by reviewing calls and suggesting alternative solutions, endorsing the company and maintaining customer relations. -Documented information relayed about guest experiences in order to notify the appropriate management, guaranteeing that there are no future issues. -Analyzed customer reviews to determine any trends or further complications, resulting in effective resolutions. -Promoted selected individuals to the senior level by reviewing resumes and conducting interviews. -Communicated with Franchise Owners and District Managers throughout the United States through phone conversations and emails, allowing concerns from all parties to be addressed. -Reviewed credit card transactions through the use of a detailed system to assist with accurate financial statistics. -Trained new employees by examining individual call statistics and addressing any questions, ensuring that all customers are assisted in an efficient manner. Programs Used: Citrix, Avaya, CRM Show less



Shades Oceanfront Bistro

• Server

  • Mar 2007 - Jun 2010

  Shades is a family owned and operated restaurant in Ocean Beach. It is known to the locals for its view of the sunsets as well as its very busy weekend breakfast hours. -Created a relaxing dining experience by anticipating customer needs throughout the course of their visit. -Generated $1,000 in daily sales by offering accurate recommendations for meals and meeting expectations for quality service. -Coached new staff through instruction on the basis of customer service. -Expedited requests from customers by communicating with the bartenders and the chefs. Show less



SeaWorld San Diego

• United States
• Entertainment Providers
• 400 - 500 Employee

• Store Supervisor

  • Dec 2003 - Sep 2006

  During the busy summer months, the gift shops at SeaWorld are known to be busy. With up to 50,000 people entering the park in one day, the store experienced a large majority of these visitors. -Directed a staff of 20 people to operate a gift shop by preparing breaks and organizing responsibilities. -Addressed the concerns of up to 50,000 customers on a daily basis by predicting customer concerns, producing approximately $10,000 in daily sales. -Assisted customers in their selection of souvenirs by providing personal recommendations. -Educated staff on safety procedures implemented throughout the park to promote a safe work environment. Show less