Experience

• 

  GPX Intelligence

  • Customer Success Manager

    • Apr 2023 - Present

• 

  Gain Grow Retain

  • Member

    • Oct 2022 - Present

• 

  CS Insider

  • Member

    • Aug 2022 - Present

• 

  Chicago Public Schools

  • United States
  • Education Administration Programs
  • 700 & Above Employee

  • Educator | Instructional Leadership Team

    • Aug 2017 - Jul 2022

    Acted as a trusted advisor supporting students, families, colleagues, and administrators in building out long-term success plans to meet their unique goals and achieve desired outcomes.• Managed all aspects of client relationships with a diverse set of 100+ stakeholders• Led 6-person team to create and execute individualized success plans for 100+ students; tracked progress of success plans, providing ongoing support and modifying as needed resulting in 90% client retention and 90% of students meeting success plan yearly targets• Maintained client retention by conducting 50 progress reviews quarterly, presenting progress towards KPIs, highlighting student wins, and aligning on long-term goals• Led onboarding of a SaaS tool for 150+ people ultimately growing adoption to 400 end users within 60 days• Analyzed student health scores and performance data for 110+ students weekly; utilized data to create intervention plans; achieved a 25% improvement in student performance by the end of the year• Spearheaded revamp of curriculum and implementation process leading a team of 8, resulting in 90% of faculty changing their curriculum• Met with 8 leadership team decision-makers each week, leading deep discovery into school-wide needs and quickly establishing a trusted advisor relationship• Served as the voice of the customer to 5+ department leaders; advocated for student and family needs and relayed trends in feedback• Improved CSAT across portfolio to 95% by advocating for customer escalations internally and ensuring quick time-to-resolution for urgent needs

  • Coach

    • Aug 2018 - Jun 2022

    Led Girls' Volleyball and Boys' Soccer teams to identify and work towards achieving both individual and team-focused goals.• Crafted long-term success plans for 65+ athletes resulting in 2 conference championships across 2 years• Implemented new conditioning program improving athlete performance by 15%• Collaborated with 5+ key stakeholders weekly to ensure 100% of deadlines and legal requirements were met• Planned and executed recruiting initiative that increased engagement by 15% each year

• 

  Freelance

  • Instructional Designer | eLearning Developer

    • Apr 2022 - May 2022

    Built out an e-Learning course for a client focusing on education allowing practicing Physical Therapists to earn Continuing Education Credits.• Developed and designed a Continuing Education eLearning course for 200-500 learners in 1 month• Conducted needs analysis and collaborated with Subject Matter Expert to define clear outcomes and KPIs • Kept weekly correspondence with stakeholders and retained customer satisfaction above 90%

• 

  Menards

  • Chicago, Illinois, United States

  • Cashier

    • 2014 - 2016
    • Chicago, Illinois, United States

    • Provided excellent customer service through building rapport, problem-solving, and clear communication• Supported customers through pre-sales, transactions, and refunds• Increased revenue by selling store credit cards and extended warranties

• 

  Access Living

  • Chicago, Illinois, United States

  • Home Care Provider

    • 2014 - 2016
    • Chicago, Illinois, United States

    • Taught executive functioning, academic, and social skills to 12-year-old boy with Autism• Created and taught activities to improve fine motor skills• Implemented individualized behavior management strategies that exceeded desired outcomes

• 

  Hollywood Park

  • Chicago, Illinois, United States

  • Customer Service Representative

    • 2011 - 2014
    • Chicago, Illinois, United States

    • Consulted with guests to support them in choosing sales package for their desired experience • Increased revenue by identifying opportunities for upselling• Collaborated with event staff to ensure a positive customer experience throughout the day resulting in high customer satisfaction rate• Supported customers with technical issues and complaints, advocating for customer escalations and ensuring quick time-to-resolution