Experience

Grazzy

• United States
• Financial Services
• 1 - 100 Employee

• Customer Success Specialist

  • Apr 2023 - Present



Tradewing

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Dec 2021 - Dec 2022

  Managed a book of business of 80+ accounts, which roughly totalled ⅓ of company ARR. Worked with clients to ensure they were able to maximize ROI with the product, and identified upsell potential for additional products offered by Tradewing. Worked with the team to develop protocols and SOP to enable CSMs to manage a greater number of accounts utilizing SalesForce as the CRM. Maintained a 90%+ retention rate across renewing accounts, and managed the renewal process. Managed a book of business of 80+ accounts, which roughly totalled ⅓ of company ARR. Worked with clients to ensure they were able to maximize ROI with the product, and identified upsell potential for additional products offered by Tradewing. Worked with the team to develop protocols and SOP to enable CSMs to manage a greater number of accounts utilizing SalesForce as the CRM. Maintained a 90%+ retention rate across renewing accounts, and managed the renewal process.



KetoKrate

• United States
• Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Feb 2020 - Dec 2021

  Developed and implemented a New Hire Training Manual and SOP documentation for Customer Service Representatives for handling customer inquiries and complaints with a focus on maximizing revenue and retention. Developed, implemented and maintained Gorgias’ automations and macros, as well as HelpDocs.io FAQ pages to increase CSR productivity and customers ability to self-serve, resulting in enabling 2 CSRs to manage a subscription base that scaled from 4,000 to over 9,000 customers. Processed up to 300 customer inquiries a day during monthly subscription renewal period. Took ownership of managing product ordering and vendor payment processing. Worked with Vendors and a 3rd party warehouse team to ensure products arrive on time and product builds kept on schedule to ensure on time shipping to customers. Worked directly with leadership and vendor sales on solutions when vendor shipping was disrupted due to pandemic logistical issues. Show less



Qualia

• United States
• Software Development
• 300 - 400 Employee

• Customer Success Manager

  • Jul 2018 - Jun 2019

  Helped handle escalations for accounts without an account manager. Developed and implemented process and protocols for future handling of escalations. Reached out to clients who were not using the software for better understanding of why they were unable to transition and worked to re-engage the client. Created reports to visualize and breakdown the clients responses and provided data to department heads. Worked with Enterprise clients to establish timelines for transition to their new software and set milestones for their progress and ensured the clients were keeping to the set schedule. Operated as the liaison between clients and the product team to ensure that the client needs were met before they transitioned their software. Became the TX regionalization specialist for identifying and prioritizing changes that needed to be made to ensure TDI Compliance. Developed procedural documents for expectations and execution of the Enterprise Onboarding role within the company. Show less



Dropoff

• United States
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Senior Manager Customer Service

  • Jul 2016 - Jul 2018

  Started as the first Customer Service Agent and tasked with developing and documenting the Customer Service Program. Work with team members across the company to develop and maintain customer service protocols and training programs to adapt to growth. Oversaw the customer service call center. Vet, hire and train all new customer service agents. Expanded to a team of 6, and further developed the blue print to scale the team for growth Developed Zendesk structure and protocols to keep all customer facing roles ( Market Managers, Account Managers, Logistic Coordinators & Customer Service) coordinated on customer contact and needs. Develop Zendesk Tagging system to track, identify and address common occurring issues, as well as to identify areas for process improvement and/or need for technology development. Maintain and evolve the RingCentral Phone system for the company's changing needs. Show less



Goodybag, Inc

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

• Customer Service Manager

  • May 2015 - Jul 2016

  Managed the Customer Service Team Developed the protocols and training program for new Customer Service employees. Created Account management style customer service program Vetted and hired all new customer service agents. First point of contact for both Consumers and Vendors. Help customers place, modify, and cancel orders. Resolved any and all issues that did not need to escalate to a department head. Assisted with ensuring a seamless transition of the companies client base when the company was purchased by BiteSquad. Show less



CT Corporation

• United States
• Information Services
• 500 - 600 Employee

• Associate Corporate Operations Specialist

  • Apr 2014 - May 2015

  Quickly assimilated into the team environment learning how to review filings to be submitted to the Texas Secretary of State for accuracy and errors. Assumed the role of handling Notary Authentications for documents to be used in foreign countries. Submitted ideas and helped develop processes to expedite and more accurately handle customer’s filings while cutting costs for the company. Participated in group projects to help connect team members on the national level and automate the handling of evidence returned by the State. Helping develop training materials to help new hires on board and clearly understand the processes we follow. Show less



Medwing

• Austin, Texas Area

• Customer Service / Senior PPC Analyst

  • Nov 2009 - Feb 2013

  • Started in the customer service department booking orders and resolving customer problems in a timely & friendly fashion. •Quickly learned product knowledge and helped customers with a wide variety of brands and products including; Thermophore, Shopvac, Austin Air, Blueair, IQAir, Aircast, Elta, Garrett Metal Detectors, Honeywell/Kaz, Hunter Fan, Ameda, Beaba and more. • Went above and beyond the job description to work with the Marketing, Development & Accounting Departments to improve customer experience on websites. • Advanced to the Marketing Department where I learned SEM marketing and became the PPC Senior Analyst. Duties included reviewing large sets of data to determine geographic, seasonal and demographic trends and Patterns. Formulating and tailoring marketing strategy based on findings to increase return on investment in the Paid Search field. Show less



House of Blues

• United States
• Entertainment
• 700 & Above Employee

• Box Office Customer Service Rep.

  • Jun 2008 - Jun 2009

  • Worked in the Box office and gained familiarity with Venue operations, especially Ticketmaster Ticketing System and Venue Promotional Activity. • Helped the Marketing Department coordinate with street team representatives, also tagged and distributed posters. • Promoted to Trainer position earlier than the standard 6 months of being an employee due to being a quick learner, great communicator & having a friendly demeanor. • Chosen for employee of the month within first 6 months of employment thanks to an eagerness to help any department with miscellaneous tasks that would help the venue run smoother. Show less



GEICO

• United States
• Insurance
• 700 & Above Employee

• Claims 1 / Personal Injury Protection Claim Handler

  • Oct 2007 - Apr 2008

  • Started entry level as Claims Examiner 1, “Graduated” from Training with highest scores. Job consisted of taking 1st reports of accidents, handling upwards of 100 claim files at once. • Worked with customers, body shops & adjusters to resolve and close claims in a timely fashion. • Gained experience in multitasking with multiple files; tracking claim progress and meeting deadlines. • Was promoted within the first year with the company to the Medical Claims department where there was a larger case load with more complicated and multifaceted claims including medical bills, duration of treatment, lost wages, and expense reimbursement. • The position required a strong attention to detail, coordinating with multiple people, and meeting strict state regulated deadlines. Show less