Experience

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  FMX

  • United States
  • Software Development
  • 100 - 200 Employee

  • Manager, Customer Success - Account Managers & Enterprise Customer Outcome Managers

    • Jan 2024 - Present

    ● Recruits, trains, mentors, and directly manages Account Managers & Customer Outcome Managers in the Enterprise tier● Assures and maintains a work environment that attracts and retains high-performingteammates● Conducts bi-weekly one-on-ones with Account Managers & Customer Outcome Managers to ensure transparency acrossa variety of topics such as organization changes, retention and upsell updates, andemployee performance● Ensures compliance in accordance with the organization’s policies and procedures● Serves as the first point of escalation for customers post-implementation● Develops and enforces retention and sales process best practices● Collaborates with the Marketing department to implement email campaigns, and monitors the effectiveness● Assists Account Managers with upselling and cross-selling additional features of the software● Answers Account Managers & Customer Outcome Managers’ questions, helps with their problems andoversees their work for quality and guideline compliance● Ensures documentation is up to date at least every 60 days

  • Manager, Account Managers

    • Nov 2021 - Jan 2024

    ● Recruits, trains, mentors, and directly manages Account managers● Assures and maintains a work environment that attracts and retains high-performingteammates● Conducts bi-weekly one-on-ones with Account Managers to ensure transparency acrossa variety of topics such as organization changes, retention and upsell updates, andemployee performance● Ensures compliance in accordance with the organization’s policies and procedures● Serves as the first point of escalation for customers post-implementation● Develops and enforces retention and sales process best practices● Collaborates with the Marketing department to implement email campaigns, and monitors the effectiveness● Assists Account Managers with upselling and cross-selling additional features of the software● Answers Account Managers’ questions, helps with their problems andoversees their work for quality and guideline compliance● Ensures documentation is up to date at least every 60 days

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  Zipline Logistics

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

  • Customer Experience Supervisor

    • Jan 2021 - Dec 2021

    o Manages a team of 10+ people and supports them in assessing the needs of multiple customers. Utilizes information gathered to advise on effective transportation solutions and alternatives. o Identifies sales opportunities within current customer base and creates research analysis reports to guide employees on how and where to gain additional revenue.o Coaches in-person and virtual employees on relationship management tactics to increase customer retention and assists in project management and delegation of tasks based on the needs established.o Creates operational plans based on industry trends, emerging market conditions, and specific customer needs. Collaborates and adjusts plans accordingly using problem identification, organizational effectiveness, and technology and automation.

  • Senior Account Executive

    • Jan 2018 - Jan 2021

    o Directed and trained sales associates in the acquisition of business with new and existing clients.o Established an inside sales initiative by creating a monthly incentive program and sales driven goals to expand on existing customer business.o Identified marketplace conditions to develop strategies for customers based on these projections and created standard operating procedures to help implement the new processes across teams.o Assisted the marketing director in creating market-related blogs and sales content that was used in the acquisition of new customers, to help current customers understand the market and trends, and to help strengthen industry relationships.

  • Operations Executive

    • Nov 2014 - Dec 2017

    o Managed daily transaction and client solutions working directly with customers & carriers to aide in quoting, booking, scheduling, and tracking, their shipments.o Assessed client’s needs and advised on effective transportation solutions and alternatives based on set goals and key performance indicators.o Evaluated analytics and reports to assist in forecasting and in decision-making. o Prospected and qualified new business and made contact with customers through phone and face-to-face meetings in designated markets.

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  Perfect Property Solutions, LLC

  • Columbus, Ohio Area

  • Acqusitions Manager

    • Jan 2014 - Nov 2014
    • Columbus, Ohio Area

    Created marketing strategies to pinpoint specific markets of people motivated to sell their homes. Identified & developed leads in order to procure homes in the Greater Columbus Area. Exchanged communication & data with leads to determine suitable home acquisition. Prepared & drafted contracts in preparation for the procurement of homes. Designed content for better advertising & social media presence. Addressed & resolved daily issues that emerged with local rental tenants of 50+ homes and dispatched maintenance team when needed.Managed administrative tasks including scheduling, filing & organizing.

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  The Phoenix Golf Links

  • Columbus, Ohio Area

  • Marketing & Event Coordinator

    • Mar 2012 - Dec 2013
    • Columbus, Ohio Area

    Designed all marketing campaigns & course promotions. Established a marketing calendar in order to structure all content that would be implemented throughout the season. Managed all social media content on Facebook & Twitter including contests, promotions, & interactions with clients. Created & maintained an e-mail newsletter with information for 4,000+ clients. Recruited new leads for golf outings, leagues, clinics, & clubhouse activities. Planned all aspects of golf outings & other various events, including development of activities specific to each client. Managed each event & maintained a smooth flow while solving any issues that developed. Supervised 10+ employees in the grille & restaurant area, scheduled & hired all employees, placed all food & beverage orders & catalogued kitchen inventory. Supported other managers in various golf course operation & administration duties.

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  Lake Ridge Academy

  • North Ridgeville, OH

  • Athletics Event Coordinator/Intern

    • Aug 2010 - Jul 2011
    • North Ridgeville, OH

    Aided the athletic director & coaches in the coordination of all sporting events for teams in grades 7-12. Managed year-round athletic matches & fundraising events for the athletics program. Organized & submitted athletic stats/student information, as well updated the athletic department website with schedules and information. Coached middle school co-ed soccer team & girls’ basketball team.