Customer Success Manager

• Dec 2022 - Present

CrossFit Level 2 Trainer

• Oct 2014 - Present

Work with clients in both large class group settings and in one to one personal training sessions. I teach complex movements, ensure safety, build community, and motivate our members to achieve and exceed fitness goals. I manage their social media accounts and produce highlight videos for the gym. Work with clients in both large class group settings and in one to one personal training sessions. I teach complex movements, ensure safety, build community, and motivate our members to achieve and exceed fitness goals. I manage their social media accounts and produce highlight videos for the gym.

Product Manager

• Jul 2022 - Jan 2023

Led development for researcher management procedures and collection of product feedback for our Analyze platform.Collaborated with cross-functional teams and stakeholders to manage and implement litter observation research in several large US cities. Identified inefficiencies in the training and onboarding protocol and implemented new solutions that increased the retention of trained researchers through multiple phases.Collaborated with a research design consultant to collect feedback on researcher experience and safety to help improve operational and safety procedures for researchers.Designed and implemented A/B testing procedures for pre-production app feedback collection and user testing.Coordinated with product and development teams on feature requests, backlog management, defining priorities for sprint development, and user testing.Led development for Customer Support Systems, including customer knowledge base development, support procedures, macro response development, and support ticket implementation.Led development of operational procedures for Client Success Management for our Engage product. Defined procedures and metrics related to contract renewal, success metrics, client management procedures, and feedback collection. Collaborated with a small team to ensure seamless consistency and quality of service between clients and products.

Customer Success Manager

• Aug 2020 - Jul 2022

Managed 30+ ongoing customer relationships from short-term campaigns to multi-year campaigns. Designed and implemented onboarding procedures for the entire team of client/city success managers.Worked with Cities, NGOs, and Corporations of many sizes to help plan, execute and achieve outreach and litter collection goals.Developed and implemented a renewal and retention program. Consistently met and achieved a 90% renewal rate year over year. Collaborated with cross-functional teams to develop new product offerings to achieve shorter sales funnel cycle times and increase short-term revenue.

SEM Strategist

• Oct 2019 - Aug 2020

Managed SEM campaigns for Clorox cleaning products through multiple search channels like Google, Microsoft Ads and third party vendors like Criteo, Target and Peapod. Managed a quarterly budget of over $1M. Primarily used Search Ads 360 as well as platform specific ad editing tools for Google and Microsoft. Built, ran and optimized automated search campaigns within SA360. Organized and presented in person quarterly summary reports with clients, as well as directly communicated with them on a weekly basis. Assisted in full fiscal year budget planning and quarterly planning. Collaborated with Media teams to assist in budget planning.

PPC Specialist

• Mar 2019 - Jun 2019

Managed paid media campaigns on Google Ads, Microsoft Ads, Facebook, Apple Search Ads and Capterra. Maintained daily data analysis to make bid adjustments, keyword optimization and traffic sculpting. Managed campaign restructuring, keyword auditing and content creation. Managed paid media campaigns on Google Ads, Microsoft Ads, Facebook, Apple Search Ads and Capterra. Maintained daily data analysis to make bid adjustments, keyword optimization and traffic sculpting. Managed campaign restructuring, keyword auditing and content creation.

Pay Per Click Specialist

• Jul 2018 - Mar 2019

Managed client's Pay Per Click campaigns on Google, Microsoft Ads, Facebook and vendor platforms. Maintained daily data analysis to make bid adjustments, keyword optimization and traffic sculpting. Maintained continuous check on conversion, cost per conversion and cost metrics, optimizing and enhancing campaigns based on current trend data. Managed campaign restructuring, A/B testing, keyword auditing and content creation for paid search ads. Managed client's Pay Per Click campaigns on Google, Microsoft Ads, Facebook and vendor platforms. Maintained daily data analysis to make bid adjustments, keyword optimization and traffic sculpting. Maintained continuous check on conversion, cost per conversion and cost metrics, optimizing and enhancing campaigns based on current trend data. Managed campaign restructuring, A/B testing, keyword auditing and content creation for paid search ads.

Digital Marketing Specialist

• Jan 2018 - Jul 2018

Managed day to day adjustments on Paid Media marketing campaigns. Helped clients develop website portals and social media pages to promote businesses. Produced and submitted monthly reports outlining progress against KPI objectives. Assisted in building, implementing and updating effective SEO strategies.

Account Coordinator

• Mar 2017 - Dec 2017

Worked with Account Executive, Clients and other internal teams to deliver new and continual projects on schedule and in budget. Also assisted as in-house consultant for videography and multimedia.

Technical Customer Support Representative

• Jul 2015 - Dec 2016

Resolved camera, drone, and software technical issues over phone with numerous customers daily. Travelled to, implemented and developed customer service training processes directly with call centers in the Philippines. Used consultative sales approach to understand customer needs and recommend relevant offerings. Managed, updated and organized SalesForce and NetSuite databases to handle customer data and replacement RMA's. Resolved camera, drone, and software technical issues over phone with numerous customers daily. Travelled to, implemented and developed customer service training processes directly with call centers in the Philippines. Used consultative sales approach to understand customer needs and recommend relevant offerings. Managed, updated and organized SalesForce and NetSuite databases to handle customer data and replacement RMA's.

Sales Specialist (Lead Cashier)

• Aug 2008 - Jul 2015

Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers. Resolved escalated customer disputes with special actions such as tax exempt or double charges. Built effective training and coaching strategies to optimize team performance. Utilized creativity and persuasive techniques to upsell and cross-sell products to customers totaling over $1 million in sales per quarter. Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers. Resolved escalated customer disputes with special actions such as tax exempt or double charges. Built effective training and coaching strategies to optimize team performance. Utilized creativity and persuasive techniques to upsell and cross-sell products to customers totaling over $1 million in sales per quarter.

Creative Intern

• Jan 2014 - Jul 2014

Worked directly with VP Creative Director for client, T-Mobile. Helped concept and produce large scale press event, concepting and writing for MLB sponsorship, B2B concepting and handled digital media asset management. Proficient in Powerpoint presentation development, management and execution. Worked directly with VP Creative Director for client, T-Mobile. Helped concept and produce large scale press event, concepting and writing for MLB sponsorship, B2B concepting and handled digital media asset management. Proficient in Powerpoint presentation development, management and execution.

Creative Intern

• Feb 2011 - May 2011

Worked on national brands: Sprite, Dolby Digital, ING, and Adidas. Helped to wireframe apps and website. Created digital content, and assisted with graphic design assignments. Also worked on a team to concept and execute on an internal new client pitch project. Worked on national brands: Sprite, Dolby Digital, ING, and Adidas. Helped to wireframe apps and website. Created digital content, and assisted with graphic design assignments. Also worked on a team to concept and execute on an internal new client pitch project.