Experience

Dstillery

• United States
• Advertising Services
• 1 - 100 Employee

• Client Success Manager

  • Dec 2021 - Present



ChurnZero

• United States
• Software Development
• 100 - 200 Employee

• Customer Success Manager

  • Sep 2020 - Apr 2021

  ▪ Proactively managed the success of a portfolio of assigned ChurnZero Customers to deliver consistent value across the entire life cycle. ▪ Advised customers on best practices for designing, implementing, and scaling their Customer Success programs. ▪ Resolved customer issues, alone and through collaboration with other ChurnZero teams: approached all situations with curiosity and creativity. ▪ Performed data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renewed and expanded customer contracts, meeting and exceeding personal and team quotas. Show less



Knowland

• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Success Onboarding Specialist

  • Dec 2019 - Jun 2020

  • Oversaw the entire onboarding process with a rotating portfolio of customers, from signed contract through the completion of the first 30 days. • Proactively communicated with customers to ensure they were on track to derive maximum value from our partnership and reach their success metrics. • Ensured active use and customer success by walking customers through their set-up process, including training on features and benefits increasing engagement with the product. • Contributed and deployed revamped onboarding process; editing content and improving training curriculum to increase customer engagement and adoption with our product. • Hosted custom and weekly trainings via GoToWebinar and Ring Central Meetings from small teams to up to 100 attendees, then analyzing engagement metrics to improve the experience. • Successfully worked with internal partners to identify and address any issues that would delay the customer's onboarding process. Show less



Identillect Technologies Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Sales Account Executive

  • Jul 2018 - Nov 2019

  • Provided B2B SaaS solutions through secure email standards and compliance to multiple professional industries. • Presented and educated new and existing clients of changing data handling regulatory standards while delivering solutions to address areas improvement through recommended integration updates. • Outlined partnership details and gathered initial integration details for development and marketing teams. • Full cycle account management: from new business development, demo/presentations, proposal drafting, and continuous account management to ensure partners were engaged and supported. • Developed relationships with managed service providers and external partners executing reseller agreements. Show less



Higher Logic

• United States
• Software Development
• 200 - 300 Employee

• Business Development Representative

  • Oct 2016 - Oct 2017

  • Produced extensive lead pipelines through web research, database reports, lead generation tools, and outreach. • Managed new meeting requests for account executives by creating and nurturing new business relationships. • Collaborated with marketing and product management teams to produce new marketing campaigns aligned with product updates, new module releases, and research for new case studies. • Moderated website sales/support chat-bot, supporting clients with ticket generation and answering product questions for prospective clients. • Improved online community engagement for organizations in the corporate, association, and Non-profit markets. Show less



PNC

• United States
• Financial Services
• 700 & Above Employee

• Financial Consultant II

  • Aug 2014 - Oct 2016

  • Advocated for loan applicants, negotiated with underwriters to ensure clients a fair appeal for declined decisions, rate adjustments, and loan remodifications.• Guided Korean-speaking clients through sales processes, ensuring their customer experience was exceeded.• Implemented retention strategies for unsatisfied clients and cross sell initiatives to increase sales production.• Recognized by Gallup for outstanding customer service

• Teller Supervisor

  • May 2012 - Aug 2014

  • Managed schedules, career development plans, employee action plans, and goal expectations for direct reports.• Remedied customer service breaks on behalf of all reporting staff members.• Improved branch customer service metrics through pre-emptive customer satisfaction outreach, fresh employee recognition programs, and tracking customer experience data.• Partnered with the loss prevention department ensuring all facets of the branch including property, staff, and security exceeded compliance ratings. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Service Manager

  • Mar 2011 - May 2012

  • Created schedules, sales, and service expectations for 18 direct reports. • Managed all staff members through a major market acquisition; ensuring education, corporate culture, corporate compliance, product knowledge, and systems operations expectations were met. • Created schedules, sales, and service expectations for 18 direct reports. • Managed all staff members through a major market acquisition; ensuring education, corporate culture, corporate compliance, product knowledge, and systems operations expectations were met.