Experience

Record360

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Lead

  • Dec 2021 - Present

  •Enable participation, collaboration and an effective use of resources across CX, Support and Salesteams through leadership and execution •Create a motivating environment, identified learning styles, and supported CX team members to use their best skills to find passion and purpose while being great for the company •Identified gaps within our CX function, which led to the creation of a proposal presented to Leadership to advocate for the addition of a low-touch CX team member •Hired an A+, low-touch CX team member to support in navigating low-touch churn, on-boarding, and previously missed opportunities to grow, advocate and build trust with low MRR customers (currently experiencing lowest churn on record through this change) •Created a low-touch customer playbook to guide the on-boarding journey/customer lifecycle of low MRR accounts •Developed Renewals Manager role for a current CX team member that will promote expansion and growth for the company via annual contracts and price increases •Completed one-on-one leadership coaching to support with valuable KPIs, relationship building, and creating dynamic CX teams •Researched and created a formal process for upsells/expansions across all accounts, utilized by CX •Conducted weekly one-on-ones and quarterly reviews with CX team members •Fulfilling all responsibilities of the CX team lead while continuing to fulfill all customer/owned account duties Show less

• Customer Success Manager

  • Jan 2021 - Dec 2021

  •Successfully managed, grew and provided exceptional customer service to a $2 million dollar book of business, owning key, strategic accounts, (Amazon, United Rentals, Custom Truck One Source, etc.) •Created a formal, automated (via Zapier & Salesforce) customer on-boarding process, reflective of the desired customer journey that allowed for seamless, cross-departmental collaboration and handoff •Collaborated with Product, Engineering and Support teams to identify areas of improvement, potential roadmap features, and quick solutions to bugs, managed and maintained through Jira •Completed custom, monthly reporting for top, strategic Enterprise accounts •Conducted quarterly account segmentations to identify opportunities within accounts, as well as mitigate churn risks Show less



Process Street

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Success Manager

  • Apr 2018 - Jan 2021

  • Provided excellent customer support daily to ensure the customer experience is superb from demonstration, to throughout their entire journey, resulting in the reduction of churn and the promotion of retention. • Developed, designed and lead feature focused webinars to groups of 50+, delivering outstanding presentations and decks, focused on education, informative product knowledge, and engagement. • Conducted Quarterly Business Reviews with named account (MRR $500) as well as enterprise accounts to ensure customer satisfaction, identify risks, review expansion potential, and collect data. QBR's are supported by automated decks that support the presentation with various types of account data. • Successfully identified and tracked expansion opportunities, and closing expansion deals. Top CS team member to identify and close expansions across organizations. • Analyzed various use cases in order to lead educational, instructional demos and on-boarding calls for teams, ensuring companies receive information that is tailored to their specific need. • Provided ‘high-touch’ service through mediums like Intercom.io, all while adhering to my personal mission to work through customer issues diligently, kindly, quickly and professionally. • Continuously collected customer feedback; reporting feedback to engineering & product teams to track follow-up action items, as well data collection for software improvements, additions and feature requests. Enhancement of the user experience is informed by this data. • Used different systems and applications in combination with our software to enhance functionality of processes and create more value for enterprise teams (applications include Microsoft applications, Zapier, Wordpress, Zoom, Slack, G-suite, Trello, CRM tools, etc.). • Continuously analyzed KPI’s, business needs, and customer goals to capitalize on growth opportunities and serve as a customer advocate. Show less



Orca Beauty Labs, LLC

• Greater Seattle Area

• Owner

  • Mar 2016 - May 2017

  Created concept to start and grow this business. Ultimately, business was found to be unfeasible. Owner • Created company philosophy, mission, vision and goals, establishing the core foundation for the business. • Conduct pre-launch research with target market to learn prospective customer demographics, preferences and opinions about the skincare/beauty industry and in retail, in general. Data allowed for educated planning and decision making in multiple areas, including marketing; product development; site location; funding; staffing and purchasing. • Wrote solid business plan, covering every aspect of the organization, resulting in a plan that was approved by large national property management companies. • Drafted purchase and sale agreements and Letters of Intent (LOIs) used for applying and negotiating for prospective locations. • Analyzed extensive, complex lease agreements. Presented questions and raised any concerns, enabling broker to discuss and negotiate to achieve the best agreement for the business. • Studied a variety of similar models and existing businesses, performing SWOT analysis to discern areas of competitive opportunity. • Developed and modified pro-formas using complex Excel spreadsheets, generating critical profitability data for forecasting and space application processes. Show less



Bluemercury

• United States
• Retail
• 400 - 500 Employee

• Beauty Strategist

  • Sep 2014 - Jan 2016

  Performed a variety of duties, including: customer service; sales and education on everything beauty-related and about the skin and how it functions; customized artistry; store operations and maintenance. • Participated in the creation, design and facilitation of over 25 in-store events, meeting all national corporate requirements for amount and frequency of events. Every event exceeded all sales projections; elevated customer product knowledge and provided personalized skincare plans, resulting in highly satisfied customers and repeat business. • Created and produced multiple vendor-specific events for companys such as Bobbi Brown. Encouraged and booked attendees, ensuring a sufficient number of customers for vendors to interact with and contributing to increased sales for each vendor’s product line. • Provided ongoing, excellent customer service through relationship building, attentive listening and consistent follow through. • Used KWI system to deliver proper product count and availability for company initiatives, preventing shortages of inventory. • Procured multiple donations for 15 local shelters, schools and organizations, contributing to essential financing and supplies for their students and clients. • Planned and produced private educational events for customers, teaching them about personalized make-up and skincare. Events led to customer knowledge, product excitement, increased sales and repeat business. Show less



YWCA USA

• United States
• Non-profit Organizations
• 700 & Above Employee

• Housing Services Navigating Intern/Volunteer

  • Jul 2013 - Sep 2014

  Served as a volunteer three days a week during the summer and once a week thereafter, totaling 100 hours. Highlights include: Processed applications for housing; managed the wait list and sourced alternative housing; obtained free products and services for clients; conducted phone screenings for housing assignments and additions to the waitlist. Served as a volunteer three days a week during the summer and once a week thereafter, totaling 100 hours. Highlights include: Processed applications for housing; managed the wait list and sourced alternative housing; obtained free products and services for clients; conducted phone screenings for housing assignments and additions to the waitlist.



Seattle Children's

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Retail Sales Associate

  • Sep 2009 - Feb 2014

  • Created and completed monthly sales reports/analyses to establish profit. Compared month-over-month sales to expenses and guaranteed that all profits went directly to uncompensated care, a fund for patients/families who could not otherwise afford treatment. • Built and sustained a caring customer service environment, ensuring that all people received personal attention and that their transactions were completed in a prompt, courteous manner. • Grew and trained volunteer base, delivering consistent information to each person that resulted in a reliable, well-educated team. • Analyzed product, inventory and promotions, identifying highest and lowest selling products. • Assisted in organizing outdoor vendor programs in front of the store, allowing merchants to sell products and earn money for the uncompensated care fund. Managed vendor invoices and donations, ensuring that the agreed upon 20% of their earnings was processed for the fund, expanding the capacity for Seattle Children’s to give services to families in need. • Trained a diverse group of over 50 new and existing hospital volunteers, providing consistent education for everyone that led to reliable work from all volunteers. • Assisted in online inventory maintenance through Able-commerce (e-commerce tool), providing accurate, timely data for restocking and buying decisions. • Supported the buying and planning process for sundries, toys, and other items as needed, reducing colleague workloads. Listened attentively to customer comments about new product desires, becoming the store’s go-to expert for input and insight on trends. Insights and input were well received by management and were implemented during the buying and stocking process. • Selected to manage store and all inquiries on weekends, enabling supervisor and other staff to take time off. Show less



Macy's

• United States
• Retail
• 700 & Above Employee

• High Board Intern

  • Jun 2008 - Jun 2009

  Selected as one of only 30 young women from the greater Seattle area for this internship. Program goal was to provide the 30 participants with an inside look at business and retail, service, commitment, and public relations. Highlights include: Served at local food-banks, park cleanups, schools; created and set up volunteer experience for the participants; attended monthly educational meetings about business, fashion, leadership, etc.; co-organized and participated in monthly events, including fashion shows, photo shoots and a prom. Show less