Product Support Manager

• Mar 2018 - Present

• Manages the day-to-day operation of SaaS product support team, addressing escalated issues when necessary• Administers the company help desk and provides level II technical support to internal and external users by phone, chat, and email.Utilizes Atlassian JIRA and Confluence products for platform documentation and issue escalation• Cross-functions with developer, product manager, and delivery teams to address client needs• Writes and maintains client-facing platform documentation • Hosts local and remote platform training sessions for client side volunteers, paid staff, and executives• Provisions and remotely manages 300+ deployed computers and IOS devices across North America using Apple's Device Enrollment Program (DEP)• Manages company inventory of assets for client use, coordinates logistics for delivery• Identifies, tests, and launches 3rd party hardware peripherals to continuously improve platform usability

Product Support Associate

• Jun 2016 - Mar 2018

Membership Program Manager

• Mar 2015 - May 2016

• Manager of all family and individual membership sales including direct acquisition and renewals • Supervises a dedicated membership team tasked with stewarding 25,000+ households by phone, email, and in person• Oversees timely and accurate fulfillment of all membership benefits• Creates and monitors an annual budget of revenue and expenses associated with membership sales and cultivation• Organizes and executes member programs to increase engagement and retention • Manages data resources to ensure accurate reports are available to all stakeholders• Develops direct mail solicitation campaigns including creative development, planning, and analysis.• Collaborates with the Marketing, Development, and Guest Services departments to ensure that members are receiving the best experience possible• Contributor to Zoo publications regarding membership activities, content manager for membership information on Zoo's website.

Engagement Specialist, Membership

• Sep 2014 - Mar 2015

• Provide ongoing training for sales associates, office assistants, and other key staff members.• Assist Membership Director in planning and implementation of membership events and promotions. • Prepare all contracts and written agreements associated with membership events.• Manage membership Twitter account and assist with online promotional campaigns via Facebook and other social media platforms.• Process all membership gifts while maintaining strict quality control guidelines for data entry.• Prepare receipts, acknowledgment letters and coordinate delivery of benefits packet to new and returning members.• Provide customer service support to all members requests via phone, email, and in person.• Process membership gift revenue and lead reconciliation research in conjunction with department managers.

Membership/Development Assistant

• Feb 2013 - Sep 2014

• Event Coordinator and Project Lead for special events and member-only parties.• Copywriter and editor for communication blasts including E-mail and social media.• Provide quality customer service via phone, email, and onsite sales points. Resolve Member issues in a timely and professional manner.• Promote and sell memberships using a variety of genuine and sincere approaches, anticipating potential members’ needs.

Guest Services Lead

• May 2009 - Feb 2013

• Responsible for assisting the Guest Services management team with the daily operation of the museum’s pay line and public floor• Supervise the public floor for special events and private parties• Execute special projects for departmental operations and develop operating guidelines• Process tickets, membership sales, and group orders with Galaxy Gateway and other CRMs• Liaison between Guest Services and Membership departments to ensure smooth communication and industry leading service for members on the public floor

Lead Bookseller

• Feb 2005 - May 2009

• Drive sales and provide excellent customer service • Responsible for engaging and serving customers, offering recommendations, executing priority merchandising action items, and driving sales to meet company goals • Drive sales and provide excellent customer service • Responsible for engaging and serving customers, offering recommendations, executing priority merchandising action items, and driving sales to meet company goals

Apple Specialist

• Nov 2006 - Jan 2007