Strategy Consultant

• Jul 2023 - Present

Recreogo is a SaaS booking system designed to improve operational efficiency, generate more bookings, and elevate the customer experience for recreational rental businesses. 💻Partner with the CEO and other stakeholders to define OKRs; serve as a thought partner to CEO and support important growth initiatives by defining the long-term strategic vision; define and monitor KPIs and implement strategic initiatives that support organizational goals in business operations, customer success, client retention, and digital marketing; implement new processes to improve client retention and increase revenue for the company. 💻Collect and analyze data to identify potential areas of improvement; leverage quantitative and qualitative insights to develop roadmaps and define prioritization for projects; monitor progress of projects, provide ongoing advice and guidance, and present status updates to CEO; translate business objectives into data-driven strategies. 💻Proactively uncover business challenges, process gaps, and potential obstacles; develop and present actionable recommendations to internal stakeholders; communicate recommendations for process improvements and assist in implementing new systems and procedures. Show less

Strategy Consultant

• 2023 - Present

Business consulting specializing in process improvement, customer success, account/partnership management, operational excellence, digital marketing, and SaaS. 💻Develop and oversee SaaS Customer/Partnership Success Program: Collect and analyze feedback from current partners; monitor the health of the partnership and prepare for yearly renewals; report findings and recommendations to the CEO; improve client retention and increase revenue for the company by consulting with current partners to improve their integration and usage of the platform and offer suggestions for additional features. 💻Establish and implement a SaaS Customer Support program: Work alongside the CEO to identify, integrate, and implement a ticketing system; develop an online reference library/help center for client use. 💻Formulate and implement SaaS Digital Marketing strategy: Increase follower base on social media platforms; write and post social media and blog content; create and analyze ad campaigns. 💻Generate and implement a SaaS Customer Success Marketing Strategy: Leverage quantitative and qualitative insights of current accounts to define KPIs and goals for the department including increasing client education/engagement, generating new business upsells, and identifying product and process gaps; develop and present to C-suite/executive team a strategic and integrated marketing plan for implementation. 💻SaaS product/program planning & implementation: Interview team and conduct key market and competitive research to determine a target market for a new product category; define KPIs and goals (including customer retention, customer success, and brand awareness); identify and quantify potential revenue; outline the future relationship between sales and customer support/customer success; develop and present to C-Suite a full business plan for adoption. Show less

Director Of Operations

• 2020 - 2022

McClain Cellars is an award-winning winery with multiple locations across California. 🍷Led operations team and strategy/business planning as 2nd in command to the CEO for winery with 5+ locations; overhauled customer success, employee training, and inventory technology to generate revenue growth; spearheaded the buildouts, launch, and operational setup for 2 new locations 🍷Supervised cross-functional and multidisciplinary teams of 25+ to deploy strategic operations initiatives and special projects that aligned with the business vision and strategy including brand expansion into 2 new product categories; oversaw all aspects of key projects; set deadlines, assign responsibilities, and monitored progress of projects; prepared reports for CEO regarding status of projects 🍷Streamlined operations and customer success processes to maximize sales potential and reduce inventory error rates in order to support a rapidly growing wine club membership; tripled the size of the wine club and increased customer/member retention rates by 45% 🍷Oversaw Human Resources and fostered a positive and collaborative culture while improving employee development, engagement, and paths to promotion 🍷Developed online training portal for all employees to generate consistency in services, sales, customer support, and operations across all locations; integrated trainings into onboarding process 🍷Partnered with the CEO to oversee financial planning, budgets, and expansion strategy; forecasted, budgeted, and controlled the P&Ls/financials for each location and business unit; analyzed KPIs and provided monthly revenue reports along with cost-saving business recommendations 🍷Authored and executed the customer success/retention strategies; set sales and revenue goals/KPIs for each location 🍷Managed key supplier relationships and negotiated contracts to achieve a reduction in the cost of materials/supplies; cultivated new relationships with suppliers, vendors, agencies, and contractors Show less

Account Strategy Director

• 2018 - 2021

The Search Monitor provides real-time competitive intelligence to monitor brand and trademark use, affiliate marketers for compliance, and competitive advertisers on paid search, organic search, local search, social media, mobile, and shopping engines worldwide.💻 Formulated and deployed innovative strategies to maximize growth for both the company and key partnerships by collaborating with C-suite executives to identify areas for improvement and expansion; implemented process improvement strategies into the customer success team💻 Challenged to lead the retention strategy for 150+ clients while securing new business and incremental revenue through upselling existing accounts and winning back clients💻 Transformed national accounts into global accounts, doubling & tripling the size/revenue of scope by consulting with client, making strategic recommendations, and finding opportunities together💻 Won back over 55% of clients that canceled subscriptions due to the pandemic (2020) and played a key role in new product development and launch initiatives that supported rapidly-evolving client needs in turbulent times💻 Achieved 300% growth in key accounts in 2019; met Q1-2020 upsell goal amidst the COVID-19 pandemic; served clients in various industries including affiliate/digital marketing, financial services, travel, legal, telecommunications, retail, CPG, and manufacturing💻 Interviewed, hired, trained, onboarded, and managed the customer support team, ensuring smooth transition through internal handoffs throughout the customer life cycle for clients of all sizes and industries; oversaw the onboarding of new clients💻 Facilitated quarterly business reviews with key clients as main point of contact; white-labeled specialized products for clients to resell to global customers Show less

Senior Account Manager

• 2015 - 2018

💻 Crafted and executed account management/customer success strategies to maximize growth of 75+ enterprise-level accounts by collaborating with decision makers and C-level executives and identifying areas for account expansion💻 Oversaw the company’s client retention strategy while securing new business and incremental revenue through upselling to existing accounts and winning back previous clients; onboarded new clients to the platform💻 Integrated the use of SaaS products into the internal processes of large affiliate networks, global digital marketing agencies, and large-scale retailers by training SMEs and encouraging the adoption of products💻 Engaged with the product and development teams to release new features for client requests and to maintain industry standards; built feedback loop to incorporate client feedback into product management efforts Show less

Account Manager

• 2014 - 2015

Owner

• 2015 - 2020

Bella Bridesmaids is the ultimate shopping experience for bridesmaids, with one of the largest selections of dresses from the world’s leading designers. 🛍️ Conducted in-depth market research to write a business plan and raise funding to purchase and open a new bridesmaid boutique franchise offering dresses for wedding attendants in a range of colors and styles; became net profitable by year 3 and successfully sold the business in 2020 🛍️ Oversaw overall business strategy and all back-of-house operations including accounting, hiring, training, strategy, marketing, planning, ordering, purchasing, and merchandising; developed and implemented all operations, sales, and customer support policies, procedures, and processes; adopted the use of new sales/customer success technology to improve customer experience 🛍️ Managed and coached 5+ employees, including Store Manager and Retail Associates; responsible for the overall management of all Human Resources functions and duties, including overseeing personnel policies and hiring processes, compliance audits and updates, benefits administration, disciplinary processes and grievance resolution, salary administration, employee development and engagement, and organization-wide staff retention 🛍️ Established monthly, quarterly, and annual sales goals for the sales team; provided sales and customer service training to all Associates; authored financial dashboard to analyze key metrics, adopted franchise-wide 🛍️ Developed 6-month internship programs for 5+ ASU students, tailored to degree programs including marketing, fashion, and business management; rotational style training included for internships 🛍️ Analyzed local markets; identified local business partners and cultivated relationships with complementary business services including venues, photographers, caterers, videographers, wedding dress shops, and others Show less

Senior Account Manager

• 2013 - 2014

ShopAtHome was one of the first coupon and cash-back programs on the internet. It helped millions of shoppers save money with coupons and cash-back rewards. As of May 24, 2021, ShopAtHome.com was relaunched as Tada.com.💻 Managed all online advertisers within the Travel, Department Store, Health and Beauty verticals, which included 8 out of the company’s top 10 revenue accounts; sold advertising online, email, and social advertising placements and negotiated commission increases💻 Consistently met and exceeded monthly sales and revenue goals of over $7M and ensured growth within assigned accounts💻 Assisted with the implementation of SalesForce into the Sales and Account Management department💻 Assigned tasks and monitored performance of Content Editors and Interns; provided senior-level guidance and assistance to Account Executives; aided AEs in developing online sales strategies and analysis of their key accounts Show less

Account Executive

• 2012 - 2013

Inside Sales Manager

• Jan 2011 - Feb 2012

Resurgent Health & Medical, dba Meritech creates innovative automated handwashing stations and footwear hygiene technology to ensure hygiene excellence.📊 Leveraged college internship into a full-time position after graduating; promoted within one year to manager role📊 Managed all existing company accounts in addition to generating new sales and meeting a sales goal of $250,000 a month📊 Attended trade shows and expos and gave sales presentations to potential customers 📊 Trained employees on company software and assisted with the implementation of Microsoft CRM Show less

Sales and Marketing Coordinator

• May 2010 - Jan 2011

📊 Conducted onsite product training to customers and attended trade shows and expos as sales representative📊 Managed all company tradeshows and events and oversaw all social media accounts and monthly newsletters📊 Assisted with SEO planning and implementation

Sales Associate

• Sep 2009 - May 2010

Nordstrom, Inc. is a leading fashion retailer offering compelling clothing, shoes and accessories for men, women and kids. 🛍️ Achieved sales goals by building lasting relationships with customers and giving the best customer service 🛍️ Provided honest and confident feedback to customers about style and fit, utilizing fashion and product knowledge 🛍️ Fulfilled customer orders, stocked and re-merchandised the department, and assisted with inventory 🛍️ Grew relationships by opening new Nordstrom Rewards program accounts Show less

Sales and Marketing Intern

• May 2008 - Sep 2009

📊 Personally assisted the CEO, CFO, COO, and VP of Sales and Marketing 📊 Coordinated trade show events and corporate travel 📊 Reviewed and proofread proposals, press releases, and other sales documents 📊 Personally assisted the CEO, CFO, COO, and VP of Sales and Marketing 📊 Coordinated trade show events and corporate travel 📊 Reviewed and proofread proposals, press releases, and other sales documents