Experience

EverQuote

• United States
• Technology, Information and Internet
• 300 - 400 Employee

• Business Consultant

  • Jan 2022 - Present

• Senior Customer Success Manager

  • May 2021 - Jan 2022

• Customer Success Manager

  • Jan 2019 - May 2021

• Customer Support Specialist

  • Nov 2018 - Jan 2019



LogMeIn

• United States
• Software Development
• 700 & Above Employee

• Call Center Supervisor/Subject Matter Expert

  • Dec 2017 - Jul 2018

  ● Served as the on-location subject matter expert for LogMeIn (SaaS company) during the successful relocation of US customer support to Costa Rica ● Developed and led training classes for one hundred new agents on the LogMeIn product line, Salesforce case management and customer service phone skills ● Monitored daily floor operations and initiated strategic trainings based on trends ● Coached Team Leads to understand company processes, confidently handle escalations, and develop agents… Show more ● Served as the on-location subject matter expert for LogMeIn (SaaS company) during the successful relocation of US customer support to Costa Rica ● Developed and led training classes for one hundred new agents on the LogMeIn product line, Salesforce case management and customer service phone skills ● Monitored daily floor operations and initiated strategic trainings based on trends ● Coached Team Leads to understand company processes, confidently handle escalations, and develop agents to reach service level agreement (SLA) with a focus on key performance indicators ● Responsible for Quality Assurance (QA) of agent calls, coaching agents based on call performance, and offering customer voice feedback to other departments ● Applied product knowledge and department expertise to support LogMeIn’s vision and strategic direction ● Built strong working relationships with new team members in Costa Rica to facilitate communication between offices and to help integrate LogMeIn culture into the call center

• Senior User Services Representative

  • Jan 2017 - Dec 2017

  ● Ensure client success by providing strong customer service ● Instill company culture by training and mentoring new hires ● Maintain relationships with current customers by addressing billing and support inquiries ● Provide timely updates to users, colleagues, and management on the status of issues ● Work on special projects and taking on temporary roles (training, escalations, etc.) ● Consistently meet and exceed monthly performance goals (new sales, renewals, productivity… Show more ● Ensure client success by providing strong customer service ● Instill company culture by training and mentoring new hires ● Maintain relationships with current customers by addressing billing and support inquiries ● Provide timely updates to users, colleagues, and management on the status of issues ● Work on special projects and taking on temporary roles (training, escalations, etc.) ● Consistently meet and exceed monthly performance goals (new sales, renewals, productivity TNPS)

• User Services Representative

  • Aug 2015 - Jan 2017



Arlington Department of Public Works

• Arlington, MA

• Tree Department Worker

  • May 2013 - Aug 2015



Dagostino's

• Arlington, MA

• Kitchen Staff

  • Dec 2011 - Jul 2015



The Town of Arlington

• Arlington. MA

• Seasonal Laborer

  • Jun 2012 - Sep 2012



Capitol Theatre

• Performing Arts
• 1 - 100 Employee

• Usher

  • May 2012 - Sep 2012



Stop & Shop

• Retail
• 700 & Above Employee

• Cashier/Bagger

  • Aug 2010 - Aug 2011



D'agostinos

• Arlington, MA

• Inventory Specialist

  • Jun 2009 - Sep 2010



Winchester Country Club

• Hospitality
• 1 - 100 Employee

• Caddy

  • May 2008 - Sep 2010