Director of Ops and Client Success

• May 2023 - Present

Senior Customer Success Manager

• Oct 2022 - Jan 2023

•Managed a portfolio of high-touch customers to ensure their success and satisfaction with Compass technology and in turn their retention and increased revenue•Supported customer enablement efforts including onboarding and training•Acted as a subject matter expert to promote platform adoption and adjacent services by providing customers with 1:1 strategic recommendations and training sessions•Built strong relationships with customers by acting as their advocate within the company and provided personalized support•Identified opportunities to up-sell or cross-sell products or services to customers based on their needs and usage patterns•Tracked customer metrics and created reports to share with management to demonstrate customer success and identify areas for improvement•Lead and oversaw ongoing national and regional projects to drive product and program adoption, strategic and customer-centric initiatives, and new expansion/M&A activity•Provided essential marketing support at the local level and acted as the liaison to marketing specialists for more complex support requests•Worked collaboratively with senior leadership and other departments to champion questions and feedback on behalf of the customers with a solutions-driven mindset Show less

Associate Regional Manager of Customer Success

• Jan 2022 - Oct 2022

•Coached, trained, and lead a team of Customer Success Managers and Coordinators•Owned the market-level customer orientation experience, ensuring that the team executed comprehensive preparation to deliver a smooth transition experience, and setting the bar high for the customer experience•Owned product and program adoption goals, diagnosing if regional go-to-market plans were effective and adjusting/iterating where necessary•Responsible for ensuring company objectives & KPIs were met by direct reports•Managed and created operational processes and efficiency from conception through implementation and ongoing facilitation•Ensured team had proper training to provide exceptional support to the customers•Partnered with Director of Ops to monitor customer satisfaction and organizational objectives•Built strong relationships with customers to act as point of escalation and thought partner•Drove change management in partnership with multiple departments•Assisted with prioritization of projects, onboardings, and initiatives•Built robust training materials for new accounts to ensure successful integration•Acted as a culture carrier who inspired and empowered those around her with a positive and constructive approach to creating and implementing change•Supervised 9 locations to enforce high-quality of standards of operation Show less

Midwest Area Manager

• Aug 2020 - Feb 2022

- Responsible for multi-unit studio operations and revenue growth. - Strategically hired and onboarded studio teams to deliver on company programs and initiatives to increase profitability. - Oversaw budget planning, strategy development, and community outreach. Expanded client base by implementing regular events and workshops. - Delivered against established plans, factoring in order demands and business forecasts. Maintained required supplies and processed payroll reports. - Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals. Oversaw all incoming and existing retail. - Reduced turnover by enhancing training and engagement strategies with all employees, boosting team productivity and operational efficiency. - Drove business impact and team morale by deploying sales contests. Evaluated performance, developed targeted improvements, and implemented changes. - Managed schedule and quality of customer service, classroom instruction, social media presence, and facilities maintenance. - Provided productive feedback to Assistant Manager, 30+ instructors, and cleaning staff to afford continuous development. - Acted as primary contact for issues involving employees and members. Resolved conflicts promptly to maintain positive environment. - Planned, enrolled, promoted, executed, and facilitated CorePower Yoga Teacher Training Programs to show case broader studio value to community. Show less

Studio Manager

• Jan 2017 - Apr 2020

- Created policies and procedures and delivered company-wide training to employees. - Supervised specialized staff teams, delegating assistants to handle various projects. - Handled accounting tasks such as payroll and billing. - Recruited, trained and developed high-performing and customer-focused team from scratch. - Implemented marketing strategies to promote studio to potential clients. - Set aggressive targets for employees to drive company success and strengthen motivation. - Communicated best practices among on-site and external personnel to align efforts and goals. - Cultivated positive rapport with fellow employees to boost company morale and promote employee retention. - Recruited and developed 40 instructors and staff. - Used extensive customer service skills and analytical nature to resolve customer concerns and promote loyalty. - Defined clear targets and objectives and communicated to other team members. - Supervised and performed human resource management functions for 60+ subordinates. - Improved staffing during busy periods by creating employee schedules and monitoring call-outs. Show less

Lead Singer

• Aug 2013 - Dec 2015

Starred in various full scale production shows performing in Las Vegas, Reno, and Niagara Falls Ontario. Starred in various full scale production shows performing in Las Vegas, Reno, and Niagara Falls Ontario.

Specialty Vocalist

• Apr 2012 - May 2015

Starred in various full scale production shows performing onboard CCL cruise ships. Starred in various full scale production shows performing onboard CCL cruise ships.

Lead Singer

• Mar 2008 - Dec 2010

Starred in various full scale production shows performing onboard HAL cruise ships. Starred in various full scale production shows performing onboard HAL cruise ships.

Lead Singer

• May 2006 - Sep 2007

Starred in various full scale production shows performing onboard RCCL cruise ships. Starred in various full scale production shows performing onboard RCCL cruise ships.

Technical Assistant

• Jan 2005 - Mar 2006

- Liaised with vendors and clients serving as point-man for claims handling concerns and requests - Recorded and managed incoming claims - Provided assistance to clients regarding insurance policies and coverage - Produced accurate documentation and organized resources to smoothly execute claims handling from start to finish - Liaised with vendors and clients serving as point-man for claims handling concerns and requests - Recorded and managed incoming claims - Provided assistance to clients regarding insurance policies and coverage - Produced accurate documentation and organized resources to smoothly execute claims handling from start to finish

Legal Assistant Program Assistant

• Jan 2004 - Dec 2004

- Performed general human resource functions - Scheduled, organized, and executed team building/employee appreciation events - Assisted Recruiting Specialist with scheduling candidate interviews - Provided daily assistance to employees regarding payroll issues, policies, and miscellaneous questions - Created and maintained spreadsheets containing firm-wide compensation, revenue, and salary data - Performed general human resource functions - Scheduled, organized, and executed team building/employee appreciation events - Assisted Recruiting Specialist with scheduling candidate interviews - Provided daily assistance to employees regarding payroll issues, policies, and miscellaneous questions - Created and maintained spreadsheets containing firm-wide compensation, revenue, and salary data

Technical and Information Systems Assistant

• Jun 1999 - Aug 1999

- Utilized Microsoft Access and Excel to load data tables for an in house web application obtaining replacement parts for company products - Created graphic arts by linking table data to product graphics and enhancing the images thru MS Paint - Provided exploded product graphics and parts lists to be used by sales representatives for marketing of genuine replacement parts - Organized and filed company invoices - Utilized Microsoft Access and Excel to load data tables for an in house web application obtaining replacement parts for company products - Created graphic arts by linking table data to product graphics and enhancing the images thru MS Paint - Provided exploded product graphics and parts lists to be used by sales representatives for marketing of genuine replacement parts - Organized and filed company invoices