Experience

Stack Sports

• United States
• Spectator Sports
• 100 - 200 Employee

• Customer Success Manager

  • Apr 2019 - Present

  ● Oversaw client success for a company with over $1B in annual revenue, directly Managing a portfolio of 75+ high-value clients, resulting in a 15% increase in renewal rates.● Increased customer satisfaction by 20% through proactive engagement and tailored solutions.● Developed and implemented a customer onboarding program, reducing time-to-value by 30%.● Collaborate cross-functionally with sales and product teams to identify opportunities for upselling and cross-selling, resultingin a 25% increase in revenue.● Conducted regular customer business reviews to uncover pain points and propose solutions, leading to a 10% reduction in churn rate. Show less

• Technical & Customer Support Agent

  • Nov 2017 - May 2019

  ● Led a Support team of 5 agents, overseeing all training and assessments, while lowering the attrition rate of clients from 34% to <15% over 3 years and managing 100s+ of client escalations between Support and Customer Success Teams.● Resolved an average of 50 customer inquiries daily, maintaining a customer satisfaction rating of 95%.● Utilized troubleshooting skills to diagnose and resolve complex technical issues, reducing average resolution time by 20%.● Developed and delivered training materials to educate customers on self-service options, resulting in a 30% decrease in support ticket volume.● Collaborated with the product development team to identify and communicate recurring technical issues, leading to a 15% reduction in product bugs.● Received recognition for outstanding customer support, including "Top Performer" award for three consecutive quarters. Show less



National Academy of Sports Medicine (NASM)

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Fitness Nutrition Specialist

  • Mar 2018 - Mar 2020

• Certified Personal Trainer

  • Mar 2016 - Mar 2020



The Star at Ford Center

• Security Operations

  • Jan 2017 - Nov 2017

  ♦Secured a 50K sq ft premises with over 10K attendees for over 150 events per year by patrolling the property and inspecting buildings, equipment, and access points, while preventing losses and damage by reporting irregularities. ♦Selected for the Special Events team, overseeing security for the Dallas Cowboys Cheerleaders during over 20 special events and travel, while monitoring the safety of the Cowboys Players during 250+ practices and hotel stays per year. ♦Secured a 50K sq ft premises with over 10K attendees for over 150 events per year by patrolling the property and inspecting buildings, equipment, and access points, while preventing losses and damage by reporting irregularities. ♦Selected for the Special Events team, overseeing security for the Dallas Cowboys Cheerleaders during over 20 special events and travel, while monitoring the safety of the Cowboys Players during 250+ practices and hotel stays per year.



TheNet Indoor Sports

• Greenville, Texas, United States

• Operations Assistant

  • Apr 2015 - Dec 2016

  ♦Maintain, schedule, and oversee facility usage for a 12K sq foot space with >50 events per year and >250 club practices per year, preparing the courts and equipment for events, while ensuring policy enforcement and risk management. ♦Coordinated weekly physical education classes for over 50 students 3 times per week, developing activities and managing the use of equipment, while operating a cash drawer with up to $4K in monthly revenue. ♦Maintain, schedule, and oversee facility usage for a 12K sq foot space with >50 events per year and >250 club practices per year, preparing the courts and equipment for events, while ensuring policy enforcement and risk management. ♦Coordinated weekly physical education classes for over 50 students 3 times per week, developing activities and managing the use of equipment, while operating a cash drawer with up to $4K in monthly revenue.



L-3 Mission Integration – Total Wellness Center

• Greenville, Texas

• Operations Supervisor / Member Support

  • Oct 2014 - Oct 2016

  ♦Directed operations for a recreational facility with over $220K in annual revenue, maintaining and supervising a 8,000 sq ft wellness center while ensuring proper risk management through regular cleaning and inspections. ♦Delivered high-level customer service for over 300 members, providing fitness support, exercise recommendations, and tours, while identifying personal interests and needs to connect members to appropriate classes and trainings. ♦Directed operations for a recreational facility with over $220K in annual revenue, maintaining and supervising a 8,000 sq ft wellness center while ensuring proper risk management through regular cleaning and inspections. ♦Delivered high-level customer service for over 300 members, providing fitness support, exercise recommendations, and tours, while identifying personal interests and needs to connect members to appropriate classes and trainings.