Experience

Double

• Australia
• Retail Furniture and Home Furnishings
• 1 - 100 Employee

• Customer Success Operations Analyst | Customer Success Team

  • Jul 2022 - Jan 2023

  • Implemented automation for Long Term Agreement opportunities leading to 15% of total annual revenue secured • Developed Churn Dashboard for accurate reporting to Senior Leadership • Collaborated with Customer Success leadership to understand team objectives and responsible for implementing solutions using CS software and tools • Responsible for assessing, updating, implementing, and documenting internal, cross-functional processes and systems • Conducted search and… Show more • Implemented automation for Long Term Agreement opportunities leading to 15% of total annual revenue secured • Developed Churn Dashboard for accurate reporting to Senior Leadership • Collaborated with Customer Success leadership to understand team objectives and responsible for implementing solutions using CS software and tools • Responsible for assessing, updating, implementing, and documenting internal, cross-functional processes and systems • Conducted search and identification of new Customer Success platform tool • Managed process for 40+ client transitions per month - Served as Product Owner for creation and implementation of Transitions Dashboard - Led daily interdepartmental stand up with 10+ attendees • Served as CRM administrator in Airtable - Created automations to improve team efficiency and streamline team access to data - Administered monthly data audits for 700+ clients - Updated description and permissions for 200+ fields - Decreased number of collaborative views by 63%

• Customer Support Specialist | Customer Success Team

  • May 2021 - Jun 2022

  • Served as sole support resource for 500+ clients via email and Intercom including billing and technical troubleshooting • Operated as product expert submitting Height tickets to resolve bug issues with Engineering • Reduced average initial response time from 60+ minutes to under 2 minutes • Integrated Intercom into Front email: implemented tagging, SLAs, and analytics tracking • Tracked feature requests and recurring client issues • Created and presented technical… Show more • Served as sole support resource for 500+ clients via email and Intercom including billing and technical troubleshooting • Operated as product expert submitting Height tickets to resolve bug issues with Engineering • Reduced average initial response time from 60+ minutes to under 2 minutes • Integrated Intercom into Front email: implemented tagging, SLAs, and analytics tracking • Tracked feature requests and recurring client issues • Created and presented technical training on productivity tools (Gmail delegation, Gcal sharing, Toggl, 1Password, Slack, and the Double app) to 150+ Executive Assistants during weekly orientation sessions • Conducted onboardings for clients transitioning to a new Executive Assistant

• Executive Assistant

  • Oct 2020 - May 2021

  • Supported 7 clients simultaneously in various industries: Venture Capital, SaaS, and Mental Health • Scheduled cross-functional meetings including 10+ people located globally • Monitored client inboxes by unsubscribing from junk, flagging priority messages, and drafting outbound correspondence • Managed client calendars by blocking productivity time and accounting for any needed buffers • Interfaced with both internal and external audiences on behalf of the client



Academic Impressions

• United States
• Higher Education
• 1 - 100 Employee

• Executive Assistant

  • Aug 2016 - Oct 2018

  Greater Denver Area • Managed CEO’s calendar in fast-paced and ever-changing environment • Handled confidential information with discretion • Scheduled and coordinated CEO’s 100+ days of travel per year including: identifying best travel arrangements, providing written travel itineraries, and accounting for credit card reconciliation • Served on Customer Support team answering inbound calls and customer chat inquiries • Prioritized conflicting needs and follow-through on projects to successful… Show more • Managed CEO’s calendar in fast-paced and ever-changing environment • Handled confidential information with discretion • Scheduled and coordinated CEO’s 100+ days of travel per year including: identifying best travel arrangements, providing written travel itineraries, and accounting for credit card reconciliation • Served on Customer Support team answering inbound calls and customer chat inquiries • Prioritized conflicting needs and follow-through on projects to successful completion within deadlines • Supported various company-wide projects including content migration for new website, accounts receivable using QuickBooks, and Salesforce integration testing Show less



EdR Collegiate Housing

• United States
• Real Estate
• 100 - 200 Employee

• Associate Director of Housing & Dining

  • Jul 2014 - Aug 2016

  Denver, CO • Managed operations for a 685-bed student housing complex including Residential Life, Leasing, Accounts Receivable, Maintenance, and Dining • Oversaw entirety of the spring and fall building turnover process including creating, communicating and monitoring cleaning, maintenance, and room improvement schedules as well as move-in/-out schedules for summer conference groups and residents while taking internal moves, placement and roommate requests into account • Responsible for the timely… Show more • Managed operations for a 685-bed student housing complex including Residential Life, Leasing, Accounts Receivable, Maintenance, and Dining • Oversaw entirety of the spring and fall building turnover process including creating, communicating and monitoring cleaning, maintenance, and room improvement schedules as well as move-in/-out schedules for summer conference groups and residents while taking internal moves, placement and roommate requests into account • Responsible for the timely and accurate processing all accounts payable including purchase orders, petty cash, reimbursements, and corporate credit card • Created and monitored $12 million budget encompassing payroll, expenses, and capital projects • Responsible for vetting, negotiating, and executing vendor contracts • Processed bi-weekly payroll through ADP for 30 employees Show less



Beloit College

• United States
• Higher Education
• 300 - 400 Employee

• Assistant Director of Residential Life

  • Jan 2010 - Jul 2014

  • Hired, trained, supervised, and evaluated three full-time Area Hall Directors and indirectly supervised 47 Resident Assistants (RAs) • Planned and executed annual two-week Fall and four-day Winter RA trainings • Coordinated annual Area Hall Director, RA, Summer RA, and Summer Conference Assistants selection processes including interview weekends • Oversaw summer conference operations: recruitment, contracts, billing, lodging, dining, facility reservation, staffing, customer service… Show more • Hired, trained, supervised, and evaluated three full-time Area Hall Directors and indirectly supervised 47 Resident Assistants (RAs) • Planned and executed annual two-week Fall and four-day Winter RA trainings • Coordinated annual Area Hall Director, RA, Summer RA, and Summer Conference Assistants selection processes including interview weekends • Oversaw summer conference operations: recruitment, contracts, billing, lodging, dining, facility reservation, staffing, customer service, and communication • Partnered with external vendors to make facilities purchases • Served as one of primary judicial officers for discipline Show less