Experience

LineSlip Solutions
• United States
• Software Development
• 1 - 100 Employee
• Customer Success Manager

  • Nov 2022 - Present


First American Title

• United States
• Real Estate
• 700 & Above Employee

• Senior Technical Trainer

  • Dec 2021 - Jun 2022

• Sr. Tech Consultant / Project Manager

  • 2021 - 2022

  In my most recent role, I have created training manuals and quick startguides for internal team reference. I oversaw development and execution ofcustomer retention initiative. I have conducted testing and qualityassurance, as well as trained agents and championed vendor integrationsolutions. I have provided advice to sales representatives regarding the useof software and integration features with outside vendors.The achievements from this role have included the following:- Increased monthly adoption and usage among end users of product by 3%-5%.- Enhanced quarterly market share by 15%-18% through execution of customerretention initiative (created by project management team). Show less

• Project Manager

  • Mar 2021 - Nov 2021



GreenFolders

• United States
• Software Development

• Senior Operations Manager / Customer Success, Software Implementation and Trainer

  • Jul 2009 - Mar 2021

• Senior Operations Manager / Customer Success Manager - Software Trainer

  • 2020 - 2021

  During my tenure as Senior Operations Manager/ Customer Success Manager,Software Trainer, I have developed and fostered connections with customersby interacting with sales managers and clients as the subject matter expert.I have cultivated and maintained relations with clients through monthly andquarterly business strategies and reviews. I have improved billing processesvia coordination with accounting department.The values I have driven during this role include the following:- Assisted in maintaining year over year revenue growth rates by 20% to 40%.- Enabled company to keep all existing workforce after acquisition. Show less



First American Professional Real Estate Services, Inc./ GreenFolders

• Senior Operations Manager / Customer Success, Software Implementation and Trainer

  • 2009 - 2020

  During this role, I have developed and implemented end user training curriculums as well as developed an online library of tutorial style tips and tricks for administrator and end user. I have conducted testing and quality assurance on new enhancements and features. I have participated in industry convention and trade shows. I have created and revised marketing pieces for monthly customer distribution by collaborating with marketing team. Managed various accounts and worked diligently to meet and exceed performance goals. I have accomplished operational objectives by developing and heading implementation and onboarding team. I have assisted development and QA team for product development, testing, and release. The values I have driven during this role include the following: - Played an integral role in growing Startup Company to acquisition. - Cultivated and maintained strong relations with C-Suite clients and managers to enhance workflow efficiencies. - Obtained beta testers feedback and reporting; method resulted in frequent software releases, with an average of 83% on-time delivery success rate. - Conducted monthly and quarterly business reviews, which led to increased client retention and revenue growth of 20-40% annually. - Developed and established customer success department, resulted in satisfied customers, great revenue growth, which further led to acquisition of the company by Fortune 500 Company. Show less


DataTrace
• United States
• 1 - 100 Employee
• Branch Manager

  • Mar 1997 - Jul 2009