Experience

Forward Financing

• United States
• Financial Services
• 100 - 200 Employee

• Manager, Customer Experience

  • Jun 2022 - Present



EF Education First

• Switzerland
• Education Management
• 700 & Above Employee

• Director of Customer Experience, EF College Study

  • Mar 2021 - Jun 2022

  EF College Study partners with American institutions to provide short-term, faculty-led study abroad programs for university students. In my role as Director I am responsible for leading all Customer Experience initiatives across both EF College Study as well as EF Gap Year. This includes defining goals and strategies, mapping customer journeys, improving internal process and knowledge, analyzing customer feedback and managing a team.

• Senior Manager of Customer Experience, EF College Study

  • Oct 2018 - Mar 2021

  As Senior Manager of Customer Experience, I manage our customer experience team as well as product development. I am responsible for executing strategies to improve customer satisfaction throughout the entire customer lifecycle, including their experience abroad.

• Customer Experience Manager, EF College Study

  • Oct 2015 - Oct 2018

  Greater Boston Area Responsible for mapping multiple customer journeys, collecting and synthesizing customer feedback, and highlighting areas of opportunity to raise our NPS. I also work on dedicated projects to improve customer profitability, retention, and loyalty.

• Account Manager, EF Explore America

  • Jan 2013 - Oct 2015

  Greater Boston Area EF Explore America works with teachers at middle and high schools around the country to provide domestic student tours. As a top performer, I owned a portfolio of 80 accounts. I was responsible for yearly upselling and hitting renewal sales targets while also maintaining a high level of customer service. I received a perfect 4 out of 4 rating on responsiveness, professionalism, organization and knowledge on evaluations, and achieved a personal NPS of 78.



Overseas Educational Group

• English Teacher

  • Oct 2010 - Jun 2012

  Bangkok, Thailand As an English Teacher, I created original lesson plans and curriculum in English Conversation. Through this experience I became very effective at cross cultural communication, project management and creative problem solving.