Experience

Baton

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

• Executive Assistant Operations Manager

  • Feb 2023 - Present

  San Francisco, California, United States

• Executive Assistant

  • Nov 2021 - Feb 2023

  San Francisco, California, United States



Lightform

• United States
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Head of Customer Success & Support

  • Mar 2020 - Feb 2023

  • Promoted to lead the Customer Success team across all Pre-Sales, Tier 1, and Tier 2 Product Support as a direct report to the CEO • Hired & managed a dedicated Customer Success Representative. Managed cross-functional customer success resources shared with the product, marketing, and engineering teams • Owned Zendesk customization and administration • Scaled customer support processes and documentation to reduce incoming support requests by 35% • Owned customer satisfaction… Show more • Promoted to lead the Customer Success team across all Pre-Sales, Tier 1, and Tier 2 Product Support as a direct report to the CEO • Hired & managed a dedicated Customer Success Representative. Managed cross-functional customer success resources shared with the product, marketing, and engineering teams • Owned Zendesk customization and administration • Scaled customer support processes and documentation to reduce incoming support requests by 35% • Owned customer satisfaction reporting with an excellent CSAT average of 88/100 in 2020 • Optimized processes and playbooks to increase SLA achievement rate from 75% to 89% • Developed the system & tools for organizing customer insights and bugs to turn customer needs into shipped features and improvements • Utilized Hubspot CRM to launch email campaigns and automated email workflows to improve the customer onboarding experience, increase user engagement, and to announce new products & releases • Launched real-time chat support to decrease average response times by 70% • Identified, planned, and coordinated marketing partnerships with high-profile Lightform artists/customers • Identified customer needs and gaps in product documentation and owned the creation of new tutorials and articles to address these gaps • Learned, documented, and improved upon the usability of an advanced AR content creation tool through a constant practice of product testing, gathering customer insights, and working closely with the product engineering team to track device and software usage and bug report analytics

• Customer Operations Manager

  • Jul 2018 - Mar 2020

  San Francisco Bay Area • Prepared, reviewed, revised, and maintained knowledge base, including customer onboarding and user documentation • Gathered and analyzed technical and product information from various sources to document new and changing product functionality • Led customer communication efforts surrounding original LF1 product launch and shipping logistics. • Crafted communications for responding to prospective customer pre-order questions, current customer product questions, and all inquiries… Show more • Prepared, reviewed, revised, and maintained knowledge base, including customer onboarding and user documentation • Gathered and analyzed technical and product information from various sources to document new and changing product functionality • Led customer communication efforts surrounding original LF1 product launch and shipping logistics. • Crafted communications for responding to prospective customer pre-order questions, current customer product questions, and all inquiries regarding ship timeline, returns, and logistics • Improved how customer demographic and order information was integrated between platforms while maintaining data integrity • Co-implemented Lightform’s processes for fulfilling customer orders (including payment processing, shipping, 3PLs, and RMAs)



Schoolzilla by Renaissance

• United States
• Education Administration Programs
• 1 - 100 Employee

• Customer Success Associate

  • Nov 2017 - Jul 2018

  Oakland • Managed multiple relationships while conducting high-quality, consultative discussions and thought-partnering with school systems to broaden and deepen use of Schoolzilla to drive customer ROI • Implemented changes to internal and external facing resources and practices to increase efficiency, understanding, and engagement surrounding a complex and hyper-evolving product • Developed relationships with customers rooted in a deep understanding of their needs and desire to drive a… Show more • Managed multiple relationships while conducting high-quality, consultative discussions and thought-partnering with school systems to broaden and deepen use of Schoolzilla to drive customer ROI • Implemented changes to internal and external facing resources and practices to increase efficiency, understanding, and engagement surrounding a complex and hyper-evolving product • Developed relationships with customers rooted in a deep understanding of their needs and desire to drive a positive impact for their students • Acted as a strategic partner to customers by having regular bi-weekly check-ins to implement and configure the product followed by project managing their roll out to additional stakeholders • Analyzed customer data to identify at-risk customers and develop intervention plans Show less



IDEO

• United States
• Design Services
• 700 & Above Employee

• Executive Assistant

  • Mar 2017 - Nov 2017

  San Francisco Bay Area • Executed daily operations for two Managing Partners in the IDEO Design for Change Studio • Acted as the primary contact for logistics surrounding external speaking engagements, travel, and business development meetings • Reconciled and processed expense reports • Coordinated room and catering setup for client workshops and day-to-day team meetings



Schoolzilla by Renaissance

• United States
• Education Administration Programs
• 1 - 100 Employee

• Operations Manager

  • Feb 2016 - Mar 2017

  Oakland, CA • Managed a successful office move that resulted in zero downtime for employees • Functioned as facilities point-of-contact for large internal events • Led coordination of facility space manipulation and floor plan/seating as needed for growth • Implemented changes to the onboarding system to increase efficiency for an organization undergoing hyper-growth and improved the quality of the experience, recognized by positive ratings and qualitative feedback from new hires • Managed… Show more • Managed a successful office move that resulted in zero downtime for employees • Functioned as facilities point-of-contact for large internal events • Led coordination of facility space manipulation and floor plan/seating as needed for growth • Implemented changes to the onboarding system to increase efficiency for an organization undergoing hyper-growth and improved the quality of the experience, recognized by positive ratings and qualitative feedback from new hires • Managed multiple contractor and vendor relationships (TriNet, Tableau, Salesforce, HubSpot, TinyPulse, Lever.co, etc.)

• Team Success Manager

  • Feb 2015 - Feb 2016

  Oakland • Led the planning and execution of high value company morale events (quarterly all hands, team traditions, etc.) for 60+ employees based on analysis of team and company climate and culture • Managed a number of HR functions including creation of offer letters, onboarding and new hire training, payroll processing, I9 and new hire paperwork • Developed new meeting norms to improve the remote team experience and happiness to help foster a strong and inclusive company culture •… Show more • Led the planning and execution of high value company morale events (quarterly all hands, team traditions, etc.) for 60+ employees based on analysis of team and company climate and culture • Managed a number of HR functions including creation of offer letters, onboarding and new hire training, payroll processing, I9 and new hire paperwork • Developed new meeting norms to improve the remote team experience and happiness to help foster a strong and inclusive company culture • Participated as a member of the Diversity, Equity, and Inclusion team to identify areas of improvement around inclusivity



Education for Change Public Schools

• United States
• Education Administration Programs
• 100 - 200 Employee

• Data Manager

  • May 2013 - Feb 2015

  Oakland, CA • Managed multiple student information platforms for six high-performing charter schools • Trained and supported principals, teachers, and office managers to use data systems and tools • Served as the primary point of contact for using and troubleshooting internal data management systems and student information platforms • Managed all aspects of state and local testing for 2,500+ students • Submitted all required state and federal reporting for data-related compliance… Show more • Managed multiple student information platforms for six high-performing charter schools • Trained and supported principals, teachers, and office managers to use data systems and tools • Served as the primary point of contact for using and troubleshooting internal data management systems and student information platforms • Managed all aspects of state and local testing for 2,500+ students • Submitted all required state and federal reporting for data-related compliance efforts Show less



AIM Schools

• United States
• Education Administration Programs
• 1 - 100 Employee

• Assistant Site Administrator

  • Feb 2012 - May 2013

  Oakland, CA • Maintained student, staff and school records for 280 + students and 12 teachers • Cultivated a school culture of discipline, personal accountability, and hard work by building strong relationships with families, colleagues, and students • Coordinated school-wide testing events and new student enrollment and orientations



Community Psychiatry

• United States
• Mental Health Care
• 1 - 100 Employee

• Community Psychiatry Front Desk Receptionist

  • Jun 2010 - Feb 2012

  • Maintained confidential medical records for clients • Provided customer service and client intake; established friendly rapport • Scheduled client appointments, maintained databases, and secured insurance and co-pay information



Mark Levine, M.D

• Executive Assistant / Clerical

  • May 2007 - Feb 2012

  • Enhanced executive's effectiveness by providing logistical and clerical support • Organized travel arrangements, managed calendar events, screened and prioritized mail and phone calls • Conserved executive's time by conducting research and routing correspondences to office staff and psychiatrists



University of California, Berkeley

• United States
• Higher Education
• 700 & Above Employee

• Literary Research Assistant

  • Jun 2008 - Dec 2008

  • Compiled relevant literature on contemporary English poetry from UCB libraries and internet databases • Developed research protocol and collaborated with senior research associate to evaluate consistency and quality of data • Provided computational research support and prepared research manuscripts and research presentations



County of San Diego

• United States
• Government Administration
• 700 & Above Employee

• Caregiver / Personal Assistant

  • Aug 2005 - Jun 2006

  • Handled sensitive and personal information and assisted in general cleaning and coordinated care for medical necessities • Demonstrated patience and commitment to a client in need of extreme assistance