Experience

ArcSite

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager, Onboarding

  • Feb 2023 - Present

  I'm excited to join ArcSite's customer success team, where I'll focus on onboarding new customers. I'm excited to join ArcSite's customer success team, where I'll focus on onboarding new customers.



AppFolio, Inc.

• United States
• Software Development
• 700 & Above Employee

• Senior Onboarding Specialist

  • Sep 2022 - Feb 2023

  I helped AppFolio customers launch Smart Maintenance, our new AI-driven maintenance solution. In this role, I developed new onboarding processes to support the product and worked closely with product development to advocate for customers and shape the evolution of this offering. I was honored to win multiple awards recognizing my work and that of my team, including the AppFolio Team Shoutout Award and Employee of the Quarter for Maintenance Services.

• Onboarding Specialist

  • Jun 2019 - Sep 2022

  • Guided new customers through the setup process for our maintenance services• Developed customized launch plans for each new customer• Proactively drove completion of setup tasks to ensure prompt service activation• Explained service offerings and provided expert guidance on implementation• Trained customers to use AppFolio’s maintenance interface and explained bestpractices for optimal service utilization• Collaborated with sales and marketing, offering service expertise where needed• Edited customer support materials; created new content for internal and external use• Supported customer success team in responding to active customer inquiries andaiding in client retention Show less

• Quality Coordinator

  • Dec 2018 - Jun 2019

  • Developed and implemented quality control processes for Appfolio's Maintenance Contact Center• Tracked call quality, audited agent activities, and managed coaching opportunities • Delivered measurable feedback to management in regards to agent performance• Partnered with senior management to improve the quality of work• Completed special assignments and projects from the management team

• Portal Representative

  • Mar 2018 - Dec 2018

  • Efficiently handled customer maintenance requests online• Led small group meetings• Trained new hires• Created training materials• Provided leadership and guidance to colleagues

• Contact Center Representative

  • Jun 2017 - Feb 2018

  • Efficiently handled customer maintenance requests, both online and over the phone• Collaborated with colleagues and managers to achieve personal and department goals• Assisted with the training of new hires and other employees as needed



Brown Elementary School

• Somerville, MA

• Reading Tutor

  • Sep 2015 - May 2017

  • Planned and implemented a customized tutoring plan for an elementary student • Developed student’s reading and language skills in twice-weekly sessions • Gained knowledge and shared insights through weekly meetings with colleagues • Learned and implemented cutting-edge instructional methods from Tufts’ Center for Reading and Language Research • Planned and implemented a customized tutoring plan for an elementary student • Developed student’s reading and language skills in twice-weekly sessions • Gained knowledge and shared insights through weekly meetings with colleagues • Learned and implemented cutting-edge instructional methods from Tufts’ Center for Reading and Language Research



The Tufts Daily

• United States
• Newspaper Publishing
• 1 - 100 Employee

• Copy Editor

  • Sep 2013 - May 2017

  • Edited print and online content for Tufts’ student newspaper • Ensured content met standards for clarity, accuracy, and adherence to AP Style • Edited print and online content for Tufts’ student newspaper • Ensured content met standards for clarity, accuracy, and adherence to AP Style



Tufts Experimental College

• Medford, MA

• Instructor Interviewer

  • Nov 2015 - Nov 2016

  • Evaluated applications for teaching positions in the Experimental College • Reviewed résumés, written responses, and sample teaching materials • Conducted in-person interviews with candidates alongside fellow interviewers • Evaluated applications for teaching positions in the Experimental College • Reviewed résumés, written responses, and sample teaching materials • Conducted in-person interviews with candidates alongside fellow interviewers



Tufts Literacy and the Arts Camp

• Medford, MA

• Counselor and Program Assistant

  • Jul 2016 - Aug 2016

  • Prepared materials for the two camp sessions • Organized and disseminated health and safety information to camp staff as appropriate • Communicated with parents to address concerns and acclimate students to the program • Led one-on-one reading and science tutoring for elementary and middle school students • Administered and supervised recreational/creative activities during camps • Supervised students and worked with colleagues to foster a safe, supportive environment • Prepared materials for the two camp sessions • Organized and disseminated health and safety information to camp staff as appropriate • Communicated with parents to address concerns and acclimate students to the program • Led one-on-one reading and science tutoring for elementary and middle school students • Administered and supervised recreational/creative activities during camps • Supervised students and worked with colleagues to foster a safe, supportive environment



Preston Hollow Presbyterian School

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• Teaching Assistant

  • Jun 2016 - Jun 2016

  Taught reading and language arts to middle school students alongside classroom teacher Taught reading and language arts to middle school students alongside classroom teacher



Textbroker International

• United States
• Internet Publishing
• 200 - 300 Employee

• Freelance Writer

  • Jun 2015 - Jul 2015

  Wrote articles for businesses and non-profits across a wide range of topics and styles Wrote articles for businesses and non-profits across a wide range of topics and styles



Boys and Girls Club of Medford

• Medford, MA

• After School Assistant

  • Sep 2014 - May 2015

  • Facilitated academic, social, and recreational programming at the Club for elementary and middle school students • Led one-on-one reading tutoring sessions • Facilitated academic, social, and recreational programming at the Club for elementary and middle school students • Led one-on-one reading tutoring sessions



West Medford Community Center

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Program Assistant

  • Jan 2014 - May 2014

  • Provided homework help and academic support for middle school students • Supervised students and assisted with various extracurricular programs • Provided homework help and academic support for middle school students • Supervised students and assisted with various extracurricular programs