Customer Success Lead

• Nov 2021 - Present

Fulcrum, developed by Spatial Networks, is a cloud-based platform for mobile data collection that helps organizations understand their assets and operations. The software is used by thousands of companies in various industries, such as construction, utilities, agriculture, environmental protection, and transportation, to transform and improve their operations.∙ Achieved an impressive 91% retention rate by maintaining strong customer relationships and analyzing Enterprise Accounts usage patterns and support inquiries, promptly escalating issues and delivering timely resolutions. ∙ Programmed the development and maintenance of Fulcrum Academy, creating over ten courses utilized by 900+ customers, leading to an 11% decrease in support volume and 1-hour decrease in customer onboarding.∙ Actively involved in product quality testing initiatives resulting in a significant reduction of crash rates by 18% and a 15% decrease in bug reports.∙ Lead the monthly Customer 360 Steering Committee, presenting team performance data analysis and customer success metrics, assessing progress with cross-functional team leaders, driving a 9% increase in team productivity.∙ Assisted with the hiring process for 10+ positions and implemented a comprehensive onboarding program, and trained new hires, resulting in a 50% reduction in onboarding time and 15% increase in team productivity. Show less

Customer Technical Support Engineer

• Aug 2020 - Nov 2021

∙ Adeptly handled multiple client queries with a focus on application functionality, issue troubleshooting, and developer support in a quick, courteous, and professional manner, maintaining a response time of 3.6 minutes and a customer satisfaction rating of 96%.∙ Improved the high-impact bug resolution time through the submission of Jira tickets and communication to engineering and product teams, facilitating troubleshooting and prioritizing of reported bugs.∙ Increased the developer documentation site traffic by 17%, with 1,500+ monthly views, by adding over 50 example scripts for digital form and PDF report customization using JavaScript, HTML/CSS, and PostgreSQL.∙ Advanced Enterprise clientele's field operation efficiency and management productivity by re-designing application structure and building application workflows leveraging API and webhooks. Show less

Event Coordinator

• Aug 2018 - Present

∙ Reduce event setup time by 10% through effective management of event space, music and lighting equipment, and beverage service areas. ∙ Negotiate beverage service packages through client communications, enhancing client relations and event bookings. ∙ Increase bar revenue by 25% through flexible roles and bartending at events with over 300 customers. ∙ Reduce event setup time by 10% through effective management of event space, music and lighting equipment, and beverage service areas. ∙ Negotiate beverage service packages through client communications, enhancing client relations and event bookings. ∙ Increase bar revenue by 25% through flexible roles and bartending at events with over 300 customers.

Mathematics Teacher

• Aug 2015 - Aug 2018

∙ Integrated a range of software programs to enhance the learning experience, leading to a 6.5-hour reduction in weekly lesson plan hours and a 4% increase in instructional time. ∙ Improved state exam passing rate from 81% to 100% by implementing strategic weekend workshops and tracking student performance analysis. ∙ Headed a highly successful SAT preparation program for a select group of high-performing students, resulting in the school's first-ever Ivy League acceptance since its establishment. Show less

Private Tutor

• Sep 2008 - Aug 2015

Mathematics Teacher

• Aug 2014 - Mar 2015

Information Systems Adjunct Professor

• Sep 2011 - Jun 2012