Experience

The Paperless Agent

• United States
• E-Learning Providers
• 1 - 100 Employee

• Membership Product Manager

  • Jan 2014 - Present

  - Implement onboarding strategies to increase retention in company’s highest-revenue product - Responsible for the ongoing email and text communication to over 6000 monthly subscribers - Host product demos for ~600 customers to resolve questions in real-time - Lead a team responsible for producing multi-channel content marketing campaigns - Train employees on product updates to facilitate internal processes and improve customer service - Manage a customer success team to interpret feedback and trends in the service request queue - Collaborate across departments to innovate products based on customer feedback - Built company’s customer-facing help center, with a focus on product usage documentation - Created a customer ticketing system to optimize response times and standardize support quality - Developed a dunning campaign with a 78% recovery rate on failed invoices - Produced an online cancellation process to recover customers and reduce membership churn - Promoted multiple times, from entry-level customer service representative to current position, which reports directly to the CEO Show less



Goodlife Team Mortgage

• Executive Assistant

  • May 2013 - Jan 2014

  *Bought out by current company - Created and maintained client records in the company database - Coordinated client consultations and closings - Developed the company’s social media campaigns and created other marketing *Bought out by current company - Created and maintained client records in the company database - Coordinated client consultations and closings - Developed the company’s social media campaigns and created other marketing



KeyStaff

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Recruiting Consultant

  • Aug 2012 - May 2013

  - Facilitated candidates through a full life-cycle interview experience for diverse clients - Lead a team of contractors, responsible for performance management - Created and maintained meticulous candidate records - Facilitated candidates through a full life-cycle interview experience for diverse clients - Lead a team of contractors, responsible for performance management - Created and maintained meticulous candidate records