Experience

Momentive.ai

• United States
• Internet Publishing
• 500 - 600 Employee

• Senior Manager, Implementations and Customer Success

  • Jul 2022 - Present

• Manager II , SurveyMonkey & Getfeedback Implementations

  • May 2020 - Aug 2022

  I currently run our technical implementation program for Getfeedback, our purpose-built CX solution. I manage a global team of technical implementation managers as they guide customers through onboarding. We specialize in CX, Javascript, Mobile App feedback, and Salesforce. I am responsible for constantly evolving our program to meet customer & product needs, coaching implementation managers, cross-training customer success managers, and reporting success metrics to our leadership team. I also partner with our product team to determine feature improvements. Show less

• Customer Operations Manager

  • Apr 2018 - May 2020

  I acted as both people manager and an operations manager focused on the personal growth of my direct reports while helping lead a global customer operations team of 80+ people.

• Team Lead- Customer Engagement

  • Aug 2017 - Mar 2018

  Building upon past responsibilities while improving core customer operations with various stakeholders. Mentoring and training colleagues at all levels.

• Premium Customer Support, Account Manager

  • Jul 2015 - Aug 2017

  • Developed survey design and solutions for our highest paying clients across two platforms• Manage mid-tier customers: onboarding new accounts, developing survey strategies, and identifying opportunities to grow relationships• Provide feedback to engineering teams to identify and develop product changes to better the customer experience and resolve issues• Create internal knowledge documentation on two platforms for increased efficiency• Delivered weekly reports on team progress to identify paths for improvement• Managed case queue, phone and email, to maintain team efficiency and meet service level agreements of 99%• Selected to spend 1 month in Dublin, Ireland to bridge Customer Operations globally• Received Recognition directly from the CEO and VP of customer operations for outstanding work Show less

• Customer Engagement Representative

  • Jan 2015 - Jul 2015

  • Resolved technical, billing, and account issues for 200+ customers weekly• Empowered customers to design surveys and analyze results to reach their goals• Maintained high standards of customer service during high volume, fast paced operations • Mentored new team members in products and customer service• Curated library of 150+ personal, customizable messages to streamline performance and increase quality



University of Puget Sound

• United States
• Higher Education
• 700 & Above Employee

• Technology Support Specialist for Accessibility and Accommodation offices

  • Aug 2014 - Jan 2015

  On a small team, I researched technology and applications to aide college students with a variety of disabilities in finding success in their college courses and then on into the workforce. Additionally, I worked one on one with students to set up their devices such as laptops, smartphones, eReaders, LiveScribe pens and more. I often installed useful applications to guide them in their path to success based on the results of the team's research efforts. • Assessed student's familiarity with accessible technology and advised improvement schedule • Provided instruction on accessible technology • Reviewed accessible technology • Created internal knowledge documents various forms of accessible technology Show less



Momentive.ai

• United States
• Internet Publishing
• 500 - 600 Employee

• Customer Operations Intern

  • Jun 2014 - Aug 2014



University of Puget Sound

• United States
• Higher Education
• 700 & Above Employee

• Resident Community Coordinator

  • Aug 2013 - Jun 2014

  • Facilitated student-to-student interaction, conflict resolution, and social interactions for newcomers • Organized and promoted educational opportunities and programs in an upperclassmen residential hall. Recognized for programs with Outstanding Leadership Award • Directed students to academic resources and support services on campus • Assisted in the selection of new Residence Life student staff members • Facilitated student-to-student interaction, conflict resolution, and social interactions for newcomers • Organized and promoted educational opportunities and programs in an upperclassmen residential hall. Recognized for programs with Outstanding Leadership Award • Directed students to academic resources and support services on campus • Assisted in the selection of new Residence Life student staff members



International Ventures. INC

• Ad Manger

  • Aug 2011 - Jun 2014

  • Created and managed websites using web-based templates for Geosciences, Loveland Liquor, Bob’s Appliance • Created and grew social media presence for three locally owned businesses • Delegated office tasks and needs among GeoScience and Bob’s Appliance • Created and managed websites using web-based templates for Geosciences, Loveland Liquor, Bob’s Appliance • Created and grew social media presence for three locally owned businesses • Delegated office tasks and needs among GeoScience and Bob’s Appliance



Associated Students of Colorado State University

• Political Organizations
• 1 - 100 Employee

• Office Assistant

  • Aug 2011 - Aug 2012

  • Managed calendar and email for President’s Office and all Cabinet members • Handled telecommunication systems efficiently and with professional decorum with wide array of individuals • Aided in the creation of an easy-to-use, electronic test file center for students • Managed calendar and email for President’s Office and all Cabinet members • Handled telecommunication systems efficiently and with professional decorum with wide array of individuals • Aided in the creation of an easy-to-use, electronic test file center for students