Experience

Planning Pod | Event Management Software | Venue Management Software | Event Registration Software

• United States
• Software Development
• 1 - 100 Employee

• • May 2023 - Present

  As VP of Operations I oversee all Prospect and Customer facing teams including Sales, Customer Support, Onboarding, Training and Customer Success. I also support the development team in product management, testing, resource management and educational development.

• • Aug 2022 - Present

  I oversee the teams that manage and support the customer journey from the time they begin using Planning Pod through their entire partnership with us. I have had the pleasure of building the Support, Training, Implementation and Customer Success teams from the ground up, adjusting strategy as we grow in order to deliver the best possible customer experience. On any given day you will find me:*Managing my passionate Customer Success & Customer Support Teams*Assisting in product development*Coordinating product launches*Overseeing documentation/help resource creation*Developing & implementing dynamic training strategies*Developing business processes to boost efficiency *Building/implementing post-sales revenue generation strategies*Establishing measurable goals for scalable growth*Managing strategic business partnerships*Overseeing software implementation... and generally pitching in anywhere I can to support the growth of our organization! Show less

• • Dec 2020 - Aug 2022

  In this role I manage the teams who support a positive user experience from the moment they purchase the software.Onboarding & Training:I work with venues and event management companies to learn about their business practices to create efficient workflows and provide training programs to fit their unique needs. In this role I am responsible for:*Assisting in initial setup and implementation of the Planning Pod platform*Establishing the best workflow for an organization based on their current practices*Creating and providing customized training*Communicating feature requests to the technical team and providing solutions to usersProduct Specialist & Support:I provide front line support to all Planning Pod users via email, chat and phone - offering resources to build their knowledge of the platform and troubleshooting technical issues. In this role I am responsible for:*Provide QA and documentation for new features and tools*Technical Troubleshooting - recognizing and reporting potential software issues to the technical team *Managing agent workflows in Zendesk*Monitoring chat and email support*Tracking user feedback to assist in guiding future development*Updating and maintaining self-service support documentation *Creating new video and text content for online support center Show less

• • Sep 2018 - Dec 2020

  In my role at Planning Pod I am responsible for the user experience from the moment they purchase the software. As a smaller company - I wear many hats and love being able to assist users from the very beginning of their journey through their entire time with our company.Onboarding & Training:I work with venues and event management companies to learn about their business practices to create efficient workflows and provide training programs to fit their unique needs. In this role I am responsible for:*Assisting in initial setup and implementation of the Planning Pod platform*Establishing the best workflow for an organization based on their current practices*Creating and providing customized training*Communicating feature requests to the technical team and providing solutions to usersProduct Specialist & Support:I provide front line support to all Planning Pod users via email, chat and phone - offering resources to build their knowledge of the platform and troubleshooting technical issues. In this role I am responsible for:*Provide QA and documentation for new features and tools*Technical Troubleshooting - recognizing and reporting potential software issues to the technical team *Managing agent workflows in Zendesk*Monitoring chat and email support*Tracking user feedback to assist in guiding future development*Updating and maintaining self-service support documentation *Creating new video and text content for online support center Show less



Trips To The Mouse

• Leisure, Travel & Tourism

• Independent Travel Consultant

  • 2016 - 2021

  I am a master of all things travel - planning custom itineraries around the globe and close to home. While my specialty is family travel, including Disney destinations, I love planning business, large group, and international trips. I am a master of all things travel - planning custom itineraries around the globe and close to home. While my specialty is family travel, including Disney destinations, I love planning business, large group, and international trips.



IRES, LLC

• United States
• Real Estate
• 1 - 100 Employee

• Training Specialist

  • May 2015 - Sep 2017

  IRES is the premier Multiple Listing Service for Northern Colorado, using a custom created and maintained internal listing site that includes full service contracts and showings systems, prospect tracking, automated search functionality and comprehensive training programs throughout the region. IRESis.com serves over 6500 Real Estate Professionals with a total of over 20,000 active listings as well as maintaining historical data back 20 years. As the Training Specialist I own the development and implementation of internal and customer training programs, train the trainer, Continuing Education certification through the State of Colorado, and all other training issues. In this role customer service is my number one focus - interacting in a technical support role that focuses on educating users on the many facets of our web based MLS system, and the public facing site (www.ColoProperty.com) where listings are syndicated. In addition to training and support responsibilities, I am the point person for the interactive statistics program that is integrated into our platform. Highlights: Customer Relations Training Development Trainer Maintaining CE Certification Technical Writer Train the Trainer Webinar Management Technical Support Data Integrity Phone, Email, LiveChat Support Statistics Guru Show less



Express Employment International

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Senior Staffing Consultant

  • Aug 2014 - May 2015

  Providing Staffing and Human Resource Solutions to companies and organizations throughout Larimer County. Working with well qualified applicants seeking employment in the Administrative, Management, Executive, and Skilled Trade fields in order to place them in temporary and long term positions. Highlights: Human Resources Management Payroll Managing sales goals and reporting Recruiting high level candidates Account acquisition and management Customer service management Show less



Revolution Cleaners

• United States
• Consumer Services
• 1 - 100 Employee

• System Retail Manager

  • Aug 2011 - Apr 2013

  I was responsible for the successful operation of seven separate retail locations in the Denver Metro area. My responsibilities included the hiring, training, scheduling and management of a staff of 20 to 30 employees, including individual store managers and teams of Customer Service Representatives. In addition, I was responsible for tracking and maintaining desirable results in sales, labor costs, employee performance, and consumer education while constantly focusing on offering a superior customer experience. Highlights: Hiring all retail employees Development & Implementation of Management/CSR Training Maintaining & reporting sales growth on a quarterly basis Providing continued education and support to store managers Administering & tracking employee reviews and disciplinary actions Scheduling/Labor cost management Development of Customer Service Standards and the Secret Shopper Program Assisting in escalated customer service issues Developing and implementing new company policies to continue growth of the company as a whole Show less



DOG Development, Corporate Headquarters of Camp Bow Wow

• Boulder, CO

• Franchise Relations Manager

  • Aug 2010 - Aug 2011

  As a Franchise Relations Manager for the Corporate Headquarters of the national franchise system, Camp Bow Wow, I was responsible for ensuring compliance with and maintaining corporate standards at 70+ Franchises on the East Coast. Additionally, I was responsible for assisting in setting and achieving revenue goals for each location and the region as a whole. As a business coach I worked with locations on hiring, marketing, operations, and financials. Highlights: Business Development Corporate Training Franchise Relations Local and National Press Release writing and management Development of National Benefit & Loyalty programs Development and implementation of system-wide ROI tracking tools Implementation of regional and national Marketing Plans Home Buddies Operations Management Community Networking & Lead Generation New Customer Consultations & Sales Show less