Customer Success Operations Manager

• Jan 2022 - Present

Customer Success Operations Manager

• Jan 2022 - Present

Team Lead | US & GB Markets

• Mar 2021 - Dec 2021

- Lead teams of 20+ eCommerce search specialists in achieving quarterly sales goals;- Design and implement onboarding and continued training/coaching of sales teams in: product knowledge, applications, sales methods, KPIs and CRM optimization (HubSpot & ZoHo);- Analyze performance data of sales teams to diagnose deficiencies and areas of improvement;- Liaise with product development, marketing, sales and technical development teams to coordinate sales objectives;- Manage key eCommerce accounts and win new key account business through consultative meeting demos;- Consult with existing accounts in product best-practices and applications; and - Produce and collaborate on marketing materials, videos, white papers and email campaigns. Show less

eCommerce Search Specialist | US & GB Markets

• Nov 2020 - Mar 2021

- Developed new business by identification, outreach and attraction of prospective customers; and- Retained and developed existing key eCommerce accounts with end-to-end business cycle maintenance, (i.e. cross-selling, upselling, best-use implementation of SaaS solution).

Publishing Intern

• Aug 2020 - Oct 2020

- Publish 5 articles per day on nonprofit blog and online magazine; manage consistent stream of article content — ensure 4 articles are scheduled “to be published” each day, with week-over-week projections; - Ensure published articles are robust and on message with organization’s mission/policy; - Edit articles between 500–1000 words for originality, grammar, punctuation, logic and technical errors per AP Stylebook; - Review authors' sources for integrity and consistency — including photographs and citations; - Perform factual research using multiple (open & paywall) internet sources; - Work in Wordpress frequently and ensure articles are optimized for SEO; and - Engage in community outreach via email and print mail for personal fundraising campaign. Show less

Marketing Strategy Consultant

• Mar 2020 - Jul 2020

- Performed market analysis, e.g. competitive landscape of 15+ competitors in local and international markets and executed quantitative market research (100+ respondents); - Defined brand positioning, message, voice and differentiation; created copy and tag lines for SaaS; - Crafted strategic recommendation: i.e. customer acquisition, price positioning, key partner specifications, KPIs and sales forecasting attaining profitably of €150k+ within 1 year; - Identified product benefits from end-user perspective and niche target market (1.3k licenses per year). Promoted product solutions to stakeholders to meet corporate partners’ specific needs; and - Collaborated with client, project members and stakeholders to identify and structure partnership deal proposals with corporate partners for customer acquisition, while offering a CSR competitive advantage. Show less

Marketing Consultant

• Feb 2020 - Apr 2020

- Conceptualized/created standardized marketing tool-kit, copywriting, design, best practices, policy and procedure drafting; - Created/conceptualized operational/business development strategy; - Designed promotional materials; design of company presentations to engage stakeholders; - Performed competition analysis of primary competitors and market strategy formation; and - Presented strategy proposals virtually, to client, stakeholders and related partners. - Conceptualized/created standardized marketing tool-kit, copywriting, design, best practices, policy and procedure drafting; - Created/conceptualized operational/business development strategy; - Designed promotional materials; design of company presentations to engage stakeholders; - Performed competition analysis of primary competitors and market strategy formation; and - Presented strategy proposals virtually, to client, stakeholders and related partners.

Management Consultant

• Sep 2019 - Nov 2019

- Conferred with client for non-profit, free-trade storefront and performed market analysis, strategy formation and implementation plan to increase store visibility and maximize revenue; and - Presented proposals to client and board of analysts. - Conferred with client for non-profit, free-trade storefront and performed market analysis, strategy formation and implementation plan to increase store visibility and maximize revenue; and - Presented proposals to client and board of analysts.

Senior Paralegal

• Jan 2015 - Aug 2017

- Prioritized and serviced heavy case load in a fast-paced, high-volume office environment; - Functioned both independently and in team settings; - Supervised/delegated tasks and duties to team of legal assistants and paralegals; - Conducted on-site training for all new firm employees (attorneys and support staff) in: • Firm procedure; • Case management software; • Civil Litigation substantive procedure; - Conceptualized, created and implemented new firm policy and procedure; conducted briefings/training seminars for firm employees; - Compiled full Discovery Production (sensitive documentation); - Drafted legal pleadings, motions, memorandums, orders, affidavits, subpoenas and discovery; - Managed creation of trial exhibits; coordinated with expert witnesses, vendors and clients; - Performed financial review/indexing of client bank, credit and investment accounts; - Drafted correspondence (letter form and email) to clients, opposing counsels and court officials; - Scheduled all client meetings and firm deadlines (Microsoft Outlook); and - Indexed and bottom-up organization of entire case filing system (physical and cloud-storage). Show less

Legal Assistant

• Oct 2013 - Jan 2015

- Captured new clients; managed prospective new clients; - Performed conflict checks as needed for new consultations through online data base; - Respond to online leads (inquiries via website/marketing initiatives) for potential consultations; - Send invoices via mail; draft/send flat-fee invoices and retainer replenishment invoices; - Drafted/sent close-out letters to clients and closed out files both physical and cloud; - Maintained client accounts in accounting software (Quick Books Online Pro); - Entered/edited/tracked all attorney billable hours into accounting software; - Assisted attorneys with litigation binder preparation and general litigation support; - Filed legal documents in Fairfax, Prince William, Arlington Counties Circuit Court and U.S. District Court; - Maintained online blog/edit attorney blogs/draft blogs; - Performed basic maintenance of firm website/Google Adwords account; - Performed basic legal research using OCRA/CPAN/LEXIS; - Recorded Deeds; and - Managed receipt and distributed all office correspondence. Show less

Sales Representative

• Dec 2012 - Feb 2013

- Performed in-home sales demonstrations with multiple customer demographics; - Recruited new business; - Gave presentations to new & current representatives on sales strategy; - Achieved rapid promotional advancement within an initial 2-week start; - Placed in the top 3 sales representatives in given territory: December 2012-January 2013; and - Personally sold over $8,000 worth of Cutco product during the initial 2-week winter push. - Performed in-home sales demonstrations with multiple customer demographics; - Recruited new business; - Gave presentations to new & current representatives on sales strategy; - Achieved rapid promotional advancement within an initial 2-week start; - Placed in the top 3 sales representatives in given territory: December 2012-January 2013; and - Personally sold over $8,000 worth of Cutco product during the initial 2-week winter push.

Legal Intern

• Sep 2012 - Dec 2012

- Performed legal research- Radford City Code laws and finance; - Organized cloud data base (Microsoft Excel) for city D.U.I. fine/infraction list; and - Synthesized case records (online & hard copy) into structured spreadsheet format. - Performed legal research- Radford City Code laws and finance; - Organized cloud data base (Microsoft Excel) for city D.U.I. fine/infraction list; and - Synthesized case records (online & hard copy) into structured spreadsheet format.

Customer Service

• Jul 2011 - Aug 2011

- Provided excellent customer service through courteous, friendly interactions with customers; - Worked with customers of all ages/demographics in one on one and group settings; and - Provided customers with an engaging, safe, and exciting experience at our indoor climbing facility. - Provided excellent customer service through courteous, friendly interactions with customers; - Worked with customers of all ages/demographics in one on one and group settings; and - Provided customers with an engaging, safe, and exciting experience at our indoor climbing facility.