Product Support Specialist / Client Relationship Manager

• Sep 2021 - Present

The Award Force Client Success team delivers exceptional product support and strategic input to help our clients succeed by growing their programs year on year. Retention is key and churn is unacceptable. Providing quick and empathetic communication and putting the client above all, from C-Suite executives at Fortune 500 companies to 10-person non-profits, is where I find the most enjoyment at work! Confident, mature communicator with enviable time management skills, I am committed to the continuous development of both self and product. Show less

Product Support Specialist / Client Relationship Manager

• Sep 2021 - Present

The Good Grants Client Success team delivers exceptional product support and strategic input to help our clients succeed by growing their programs year on year. Retention is key and churn is unacceptable. Providing quick and empathetic communication and putting the client above all, from C-Suite executives at Fortune 500 companies to 10-person non-profits, is where I find the most enjoyment at work! Confident, mature communicator with enviable time management skills, I am committed to the continuous development of both self and product. Show less

Product Support Jedi!

• Sep 2021 - Present

The Award Force Client Success team delivers exceptional product support and strategic input to help our clients succeed by growing their programs year on year. Retention is key and churn is unacceptable. Providing quick and empathetic communication and putting the client above all, from C-Suite executives at Fortune 500 companies to 10-person non-profits, is where I find the most enjoyment at work! Confident, mature communicator with enviable time management skills, I am committed to the continuous development of both self and product. Show less

Customer Support

• Oct 2020 - Sep 2021

I've earned the "Support Team MVP" 3 times over the past 5 months, consistently learning and always aiming to provide the "Disneyland" experience for customer interactions! My current "extremely satisfied" customer response rate is at 94%, with an average first response time of under 4 minutes. Created a customer retention program where we surprise long-term customers with branded merch, leading to a nearly 2% uptick in customer retention YoY. Daily Job Duties Include: • Responding to support tickets in under 10 minutes • Triaging platform issues and providing solutions, while escalating to Dev if necessary • Onboarding and providing exceptional 1:1 Zoom calls to new users to get them up and running within our system • Writing and updating our knowledge base articles to remain up-to-date • Monitoring and being active in our Facebook group as an Admin • Providing luminous and optimistic responses for all customer-facing interactions • Improving and creating new systems and flows to constantly improve and adapt the business to more success Show less

People Operations Manager

• Apr 2016 - Aug 2020

I hired a 50+ customer service team that consistently over-delivered on customer expectations, leading to a 23% increase YoY of customer happiness. I also generated repeat business through my written customer service program and responded to customer concerns with friendly and optimistic communication, increasing sales by $39,000 YoY. DIB & Equity were top-of-the-line requirements when making ALL decisions. - Responsible for shop’s sales results, profitability, customer experience, and team morale - Motivate and inspire my staff to meet sales, up-sale goals, and customer satisfaction targets - Effectively manage all employees, including screening new hires, training, coaching, and celebrating the awesomeness - Work collaboratively with Back of House Manager - Manage all operational processes including ordering, inventory management, financial reporting, repairs, maintenance requests, scheduling, and strategic planning - Innovate, problem solve, and use good judgment to surpass store and team goals - Actively participate in business analysis and make course corrections as needed - Contribute to projects by collaborating with internal operations and leadership teams - Meet weekly with the management team and attend monthly ops and planning meetings as needed Show less

Camp Counselor

• Jun 2014 - Jun 2016

Sales Lead

• Aug 2013 - Jul 2014