Partner Marketing & Events Manager

• May 2022 - Present

Marketing and Events Coordinator

• Dec 2021 - Jun 2022

Enterprise Customer Success Manager

• Jul 2021 - Dec 2021

•Overseas up to 30+ Enterprise accounts with 3000+ agents •Implemented feedback channel to produce data and implement strategies to improve user engagement rate •Meets quarterly KPI goals at over 96% through client adoption strategies and churn prevention methods •Conducted quarterly business reviews with client to provide value and increase software success •Collaborated with CS department to produce a Best Practices Playbook •Provides training and ongoing education for CS… Show more •Overseas up to 30+ Enterprise accounts with 3000+ agents •Implemented feedback channel to produce data and implement strategies to improve user engagement rate •Meets quarterly KPI goals at over 96% through client adoption strategies and churn prevention methods •Conducted quarterly business reviews with client to provide value and increase software success •Collaborated with CS department to produce a Best Practices Playbook •Provides training and ongoing education for CS new team members

Customer Success Manager

• Oct 2020 - Jul 2021

• Responsible for leading a book of business of 40+ accounts to success through strong relationship building, product knowledge and team trainings • Meets quarterly KPI goals by keeping clients informed of new features releases, churn prevention methods and monthly business consulting’s to help plan and execute company goals • Conducts routine customer account audits to ensure clients are utilizing the software to the best of its ability • Continuous drive to educate one’s self on… Show more • Responsible for leading a book of business of 40+ accounts to success through strong relationship building, product knowledge and team trainings • Meets quarterly KPI goals by keeping clients informed of new features releases, churn prevention methods and monthly business consulting’s to help plan and execute company goals • Conducts routine customer account audits to ensure clients are utilizing the software to the best of its ability • Continuous drive to educate one’s self on product knowledge and functionality by seeking out education and personal software testing • Created social media demo and other supporting educational materials to aid in hosting marketing strategy webinars for clients and Chime employees • Active member and participant in company Culture Committee to help boost morale and maintain a positive work environment

Social Media Manager

• Apr 2020 - Sep 2020

• Oversees day-to-day management of all social media platforms (Instagram, Facebook, Pinterest) to ensures brand consistency and drive engagement • Creates daily content to post on Instagram Stories, Instagram Feed and Facebook— increased followers by 60% • Manages monthly influencer campaigns to increase sales—consists of discovering influencers, managing contracts, providing guidelines for posting content and account receivables • In charge of scheduling product photoshoots—includes… Show more • Oversees day-to-day management of all social media platforms (Instagram, Facebook, Pinterest) to ensures brand consistency and drive engagement • Creates daily content to post on Instagram Stories, Instagram Feed and Facebook— increased followers by 60% • Manages monthly influencer campaigns to increase sales—consists of discovering influencers, managing contracts, providing guidelines for posting content and account receivables • In charge of scheduling product photoshoots—includes seeking photographers and talent that correlates with brand’s image, creating shoot concepts and shipping products to location set • Resolves customer issues through social media • Writes effective, concise copy for websites blog and social networks •Experience in Shopify Show less • Oversees day-to-day management of all social media platforms (Instagram, Facebook, Pinterest) to ensures brand consistency and drive engagement • Creates daily content to post on Instagram Stories, Instagram Feed and Facebook— increased followers by 60% • Manages monthly influencer campaigns to increase sales—consists of discovering influencers, managing contracts, providing guidelines for posting content and account receivables • In charge of scheduling product photoshoots—includes… Show more • Oversees day-to-day management of all social media platforms (Instagram, Facebook, Pinterest) to ensures brand consistency and drive engagement • Creates daily content to post on Instagram Stories, Instagram Feed and Facebook— increased followers by 60% • Manages monthly influencer campaigns to increase sales—consists of discovering influencers, managing contracts, providing guidelines for posting content and account receivables • In charge of scheduling product photoshoots—includes seeking photographers and talent that correlates with brand’s image, creating shoot concepts and shipping products to location set • Resolves customer issues through social media • Writes effective, concise copy for websites blog and social networks •Experience in Shopify Show less

Senior Customer Support Specialist

• Aug 2018 - Apr 2020

• Acquired both Booker Software and Frederick • Customer Lifecycle Journey – designed email & text campaigns for multiple strategic accounts • Customer Journey Mapping – involved with all major touchpoints for strategic accounts from prospect to loyal company promoter • In charge of creating, drafting and documenting SOPs for cross-department training • Hired, trained and developed team which specialized in marketing content and customer loyalty • Editor and copywriter of 50+… Show more • Acquired both Booker Software and Frederick • Customer Lifecycle Journey – designed email & text campaigns for multiple strategic accounts • Customer Journey Mapping – involved with all major touchpoints for strategic accounts from prospect to loyal company promoter • In charge of creating, drafting and documenting SOPs for cross-department training • Hired, trained and developed team which specialized in marketing content and customer loyalty • Editor and copywriter of 50+ articles in Knowledge Centered Support database for Frederick: The Automated Marketing Platform Show less • Acquired both Booker Software and Frederick • Customer Lifecycle Journey – designed email & text campaigns for multiple strategic accounts • Customer Journey Mapping – involved with all major touchpoints for strategic accounts from prospect to loyal company promoter • In charge of creating, drafting and documenting SOPs for cross-department training • Hired, trained and developed team which specialized in marketing content and customer loyalty • Editor and copywriter of 50+… Show more • Acquired both Booker Software and Frederick • Customer Lifecycle Journey – designed email & text campaigns for multiple strategic accounts • Customer Journey Mapping – involved with all major touchpoints for strategic accounts from prospect to loyal company promoter • In charge of creating, drafting and documenting SOPs for cross-department training • Hired, trained and developed team which specialized in marketing content and customer loyalty • Editor and copywriter of 50+ articles in Knowledge Centered Support database for Frederick: The Automated Marketing Platform Show less

Senior Customer Support Specialist

• Dec 2016 - Jul 2018

• Acquired by Booker Software • Owner of strategy and analysis for customer retention resulting in churn reduction by 5% year over year • Crafted customer facing articles and posts about new software features and updates • Implemented Proactive Customer Outreach solution as well as Churn Defense program for at-risk clients • Account Manager – onboarded customers with software and consulted on marketing strategy • Instructed several L1 support teams (Booker and MINDBODY) on core… Show more • Acquired by Booker Software • Owner of strategy and analysis for customer retention resulting in churn reduction by 5% year over year • Crafted customer facing articles and posts about new software features and updates • Implemented Proactive Customer Outreach solution as well as Churn Defense program for at-risk clients • Account Manager – onboarded customers with software and consulted on marketing strategy • Instructed several L1 support teams (Booker and MINDBODY) on core fundamentals of Frederick software, marketing drip campaign maximization and troubleshooting techniques • Experience with Zendesk, Hubspot, and Oracle Show less • Acquired by Booker Software • Owner of strategy and analysis for customer retention resulting in churn reduction by 5% year over year • Crafted customer facing articles and posts about new software features and updates • Implemented Proactive Customer Outreach solution as well as Churn Defense program for at-risk clients • Account Manager – onboarded customers with software and consulted on marketing strategy • Instructed several L1 support teams (Booker and MINDBODY) on core… Show more • Acquired by Booker Software • Owner of strategy and analysis for customer retention resulting in churn reduction by 5% year over year • Crafted customer facing articles and posts about new software features and updates • Implemented Proactive Customer Outreach solution as well as Churn Defense program for at-risk clients • Account Manager – onboarded customers with software and consulted on marketing strategy • Instructed several L1 support teams (Booker and MINDBODY) on core fundamentals of Frederick software, marketing drip campaign maximization and troubleshooting techniques • Experience with Zendesk, Hubspot, and Oracle Show less

Customer Support Specialist

• Aug 2015 - Dec 2016

• One of the top performing representatives in exceeding 30+calls/50+emails taken daily • Assisted in training new hires by performing call coaching – instructing them on the fundamentals of the software and how to troubleshoot technical cases • Experience in Salesforce and Slack • One of the top performing representatives in exceeding 30+calls/50+emails taken daily • Assisted in training new hires by performing call coaching – instructing them on the fundamentals of the software and how to troubleshoot technical cases • Experience in Salesforce and Slack

Certified Trainer, Bartender, Server

• Apr 2011 - Aug 2015

• Responsible for cataloging and product purchasing weekly liquor and dry good shipments • Bar Team Lead - mentored new employees in bar and liquor safety • Attentively catered to customers’ needs and accommodations to create a memorable experience that met the company’s values and brand • Responsible for cataloging and product purchasing weekly liquor and dry good shipments • Bar Team Lead - mentored new employees in bar and liquor safety • Attentively catered to customers’ needs and accommodations to create a memorable experience that met the company’s values and brand

Office Associate - Student Financial Assistance

• Feb 2011 - May 2011

• Maintained the overall efficiency of the mail room through extensive sorting, prioritizing, and classifying of incoming and outgoing mail, as well as various financial documents • Helped reform the data storage by converting the old storage systems to up-to date technology which aided in the security and efficiency of documents and records. • Maintained the overall efficiency of the mail room through extensive sorting, prioritizing, and classifying of incoming and outgoing mail, as well as various financial documents • Helped reform the data storage by converting the old storage systems to up-to date technology which aided in the security and efficiency of documents and records.