Client Relationship Manager

• Aug 2022 - Nov 2023

Own client experiences after on-boarding, ensuring client support and satisfaction • Execute 401(k) plan analyses to ensure clients get the most out of Guideline’s products • Manage, recommend, and execute 401(k) plan design changes and upgrade opportunities • Collaborate cross-functionally with sales, engineering, operations, and legal teams to troubleshoot and assist clients

Account Manager

• Sep 2021 - Aug 2022

Customer Support Associate

• Feb 2021 - Sep 2021

• Focused on delivering exceptional customer support through phone, email, and chat support, answering over 350 inbounds a month. • Mastered the GoSite product in order to give on the spot walkthroughs, product re-introductions, and even re-pitching of the product to retain escalated clients. • Created tickets to help resolve product bugs as well as product feature requests, which were curated after discussions with customers. • Resolved any open tickets assigned to myself and the… Show more • Focused on delivering exceptional customer support through phone, email, and chat support, answering over 350 inbounds a month. • Mastered the GoSite product in order to give on the spot walkthroughs, product re-introductions, and even re-pitching of the product to retain escalated clients. • Created tickets to help resolve product bugs as well as product feature requests, which were curated after discussions with customers. • Resolved any open tickets assigned to myself and the support team with an average of less than 24 hours. • Simplified a sample size of billing data into a digestible view (through the use of Google Sheets) in order to assess the value of products used by the billing team. Show less • Focused on delivering exceptional customer support through phone, email, and chat support, answering over 350 inbounds a month. • Mastered the GoSite product in order to give on the spot walkthroughs, product re-introductions, and even re-pitching of the product to retain escalated clients. • Created tickets to help resolve product bugs as well as product feature requests, which were curated after discussions with customers. • Resolved any open tickets assigned to myself and the… Show more • Focused on delivering exceptional customer support through phone, email, and chat support, answering over 350 inbounds a month. • Mastered the GoSite product in order to give on the spot walkthroughs, product re-introductions, and even re-pitching of the product to retain escalated clients. • Created tickets to help resolve product bugs as well as product feature requests, which were curated after discussions with customers. • Resolved any open tickets assigned to myself and the support team with an average of less than 24 hours. • Simplified a sample size of billing data into a digestible view (through the use of Google Sheets) in order to assess the value of products used by the billing team. Show less

Implementation Specialist

• Jul 2019 - Jul 2020

• Nurtured relationships with 150+ clients while averaging around 20-25 completed projects per month. • Analyzed customer needs, executed upselling strategy, and promoted social media and blog packages. • Achieved a CSAT score of 95% • Launched over 60% of total completed projects prior to launch date. • Averaged a 96% Quality Assurance score. • Led several team meetings sharing various best practices and successful customer service tactics. • Collaborated internally with… Show more • Nurtured relationships with 150+ clients while averaging around 20-25 completed projects per month. • Analyzed customer needs, executed upselling strategy, and promoted social media and blog packages. • Achieved a CSAT score of 95% • Launched over 60% of total completed projects prior to launch date. • Averaged a 96% Quality Assurance score. • Led several team meetings sharing various best practices and successful customer service tactics. • Collaborated internally with various teams to ensure accurate project timeline milestones. • Mentored several new hires to build proper habits and skills for success.

Digital Marketing Associate

• Apr 2019 - Jul 2019

• Perform Search Engine Optimization (SEO) best practices to ensure traffic to the website and rank higher across various search engines. • Conduct thorough research to identify the health of a practice’s current online presence • Communicate with Implementation Managers to ensure a quality on-boarding process in less than 21 days while solving customer concerns. • Collaborate with the company’s Quality Assurance team to launch quality websites and profiles. • Used Salesforce for… Show more • Perform Search Engine Optimization (SEO) best practices to ensure traffic to the website and rank higher across various search engines. • Conduct thorough research to identify the health of a practice’s current online presence • Communicate with Implementation Managers to ensure a quality on-boarding process in less than 21 days while solving customer concerns. • Collaborate with the company’s Quality Assurance team to launch quality websites and profiles. • Used Salesforce for account management, including TaskRay, to keep track of any outstanding tasks. • Correspond cross-departmentally to solve client support cases using TaskRay Chatter and Slack. • Averaged a 97% Quality Assurance score. **Promoted to Implementation Specialist in July 2019

Marketing Internship

• May 2016 - Aug 2016

• Day-to-day creation of strategic marketing content, such as writing press releases, email campaigns, product features, and publishing blog articles on industry topics to drive brand engagement • Graphic design using Adobe Illustrator, Photoshop, and InDesign to develop informative and interesting company materials for social media, print materials, PowerPoint presentations, and product sheets • Conception and execution of social media strategy on various platforms, developing online… Show more • Day-to-day creation of strategic marketing content, such as writing press releases, email campaigns, product features, and publishing blog articles on industry topics to drive brand engagement • Graphic design using Adobe Illustrator, Photoshop, and InDesign to develop informative and interesting company materials for social media, print materials, PowerPoint presentations, and product sheets • Conception and execution of social media strategy on various platforms, developing online content that is relevant, on-brand, and engaging for the company's consumers and partners • Web content management using WordPress platform and working knowledge of HTML/CSS to publish new web page designs; website testing and optimization to boost SEO score using page meta data • Design ad campaigns across social media channels as well as through Google, using a mix of Google AdWords, Google Analytics, and Google Keyword Planner to create targeted ads online • Coordination of promotional and trade events, such as LIGHTFAIR International, the LABBC's Annual Building Technology Showcase, Lightshow West, GLOSHO, School Starters, and more • Develop a deep understanding of company products and industry terms to edit and update product spec sheets, understanding technical data to locate and correct incorrect or missing product information on company website and technical documentation pages •Answering phones and initiating calls to qualify leads and follow-up with potential clients Show less • Day-to-day creation of strategic marketing content, such as writing press releases, email campaigns, product features, and publishing blog articles on industry topics to drive brand engagement • Graphic design using Adobe Illustrator, Photoshop, and InDesign to develop informative and interesting company materials for social media, print materials, PowerPoint presentations, and product sheets • Conception and execution of social media strategy on various platforms, developing online… Show more • Day-to-day creation of strategic marketing content, such as writing press releases, email campaigns, product features, and publishing blog articles on industry topics to drive brand engagement • Graphic design using Adobe Illustrator, Photoshop, and InDesign to develop informative and interesting company materials for social media, print materials, PowerPoint presentations, and product sheets • Conception and execution of social media strategy on various platforms, developing online content that is relevant, on-brand, and engaging for the company's consumers and partners • Web content management using WordPress platform and working knowledge of HTML/CSS to publish new web page designs; website testing and optimization to boost SEO score using page meta data • Design ad campaigns across social media channels as well as through Google, using a mix of Google AdWords, Google Analytics, and Google Keyword Planner to create targeted ads online • Coordination of promotional and trade events, such as LIGHTFAIR International, the LABBC's Annual Building Technology Showcase, Lightshow West, GLOSHO, School Starters, and more • Develop a deep understanding of company products and industry terms to edit and update product spec sheets, understanding technical data to locate and correct incorrect or missing product information on company website and technical documentation pages •Answering phones and initiating calls to qualify leads and follow-up with potential clients Show less