Senior customer success manager

• Mar 2023 - Present

Head of Customer Success

• Dec 2021 - May 2023

-Hire, onboard, and lead a global team of CSMs to be strategic thought leaders with our clients to lead to renewals-Responsible for successful launches of the TaskHuman coaching platform with all corporate contracts-Tracking KPIs and on-going success of each account to provide the best strategic direction for the team-Supporting a global team of CSMs and guiding in the strategy for making TaskHuman successful at clients no matter their industry or size-Responsible for making sure CS team has the what they need to best deliver client goals including internal processes and collaboration of internal teams including sales, marketing, and product teams. Show less

Customer Success Manager

• Apr 2020 - Dec 2021

-Responsible for successful launches of the TaskHuman coaching platform with all corporate contracts-Build positive relationships with all clients and work together ensure that the client has the tools and support needed for successful implementation of TaskHuman. -Maintain a comprehensive understanding of the customer's needs and track success of each account.-Responsible for communicating common customer behaviors, progress, and needs to internal teams including sales, marketing, and product teams.-Train other CSMs to continue the level of professionalism and relationship building to maintain successful rollouts Show less

Executive Director Of Operations

• May 2018 - Mar 2020

Led sales team to meet app subscriber goals on a monthly basis and drive user retention for subscription based applicationWith the larger business in mind and as the main voice of the consumer, worked cross-functionally with tech, content, marketing, and design to assure product quality and proper testing of the iOS and Android app Oversee the day-to-day operations of the company and customer communicationsFacilitate communications between teams and attend check in meetings with teams to ensure timely completion of projects and assist in prioritizing solutions to best meet consumer needsLead customer service support using Zendesk software. Maintain 97% customer satisfaction rating; escalate support tickets as appropriate to correct departmentsCollaborate with the technology and graphics team about new product features and user directed enhancements to deliver a comprehensive customer experience Participate in internal review and testing of enterprise product as well as subscription based application Head digital coach communicating with users on the phone or in-app to educate and coach on diabetes, exercise, nutrition, and behavior change to improve diabetes management and health metrics Show less

Director of Fitness & Customer Service

• Sep 2017 - May 2018

Attended weekly development meetings with the tech team to collaborate on product enhancements, bugs, and user experience, using JIRA to document all changes and requestsManaged an intern and a team of fitness instructors who were responsible for in-person training of clients living with diabetesFacilitated instructor meetings for quality control and team collaboration Managed the scheduling and programming of live stream workouts for more than 5 trainersImplemented and managed the use of Zendesk for customer support, training others and escalating tickets appropriatelyTraveled to patient and provider conferences as a representative of the companyHead digital coach communicating with users on the phone or in-app to educate and coach on diabetes, exercise, nutrition, and behavior changeEducate clients on exercise, nutrition, and diabetes medications to improve diabetes management and health metrics Show less

Head Personal Trainer

• Aug 2016 - Sep 2017

Successfully onboarded and managed an intern and a team of fitness instructors who were responsible for in-person training of clients living with diabetesMaintained a schedule of personal training clients to coach and educate about diabetes and fitness while performing exercise routines specific to their healthEducate clients on exercise, nutrition, and diabetes medications to improve diabetes management and health metricsFacilitated instructor meetings for quality control and team collaboration to ensure the best experience for all clientsManaged the scheduling and programming of live stream workouts for over 5 trainersTraveled to patient and provider conferences as a representative of the companyHead digital coach communicating with users on the phone or in-app to educate and coach on diabetes, exercise, nutrition, and behavior change Show less

Nutrition Intern

• Jan 2016 - Jul 2016

Internship includes conducting nutritional analysis using in-house software by accurately entering new items into the database including allergens, ingredient descriptions, portioning and nutritional content. It is my job to ensure data accuracy of new and old database entries by peer reviewing other’s work and to assist in updating outdated data. Internship includes conducting nutritional analysis using in-house software by accurately entering new items into the database including allergens, ingredient descriptions, portioning and nutritional content. It is my job to ensure data accuracy of new and old database entries by peer reviewing other’s work and to assist in updating outdated data.

Weight Loss Coach

• Aug 2014 - Dec 2015

Establish client database by weighing and measuring client; determining weight development history, eating habits, and medical restrictions. Educate clients about nutrition and how to differentiate between nonnutritious, high-fat foods and nutritious foods with low fat content Provide information about the medically based program and procedure for desired weight loss Oversee and monitor client's progress by reviewing eating habits and weight-loss statistics Encourages clients by promoting goals; reinforcing positive results; offering comfort at setbacks Identify client service requirements by establishing personal contact and rapport with potential and actual clients and other persons in a position to understand service requirements Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies Contribute to team effort by accomplishing related results as needed Show less

Graduate Teaching Assistant

• Aug 2012 - May 2014

Hold office hours once a week for an hour to assist students with class material and study strategies Proctor and grade exams Supervise students during classtime Hold office hours once a week for an hour to assist students with class material and study strategies Proctor and grade exams Supervise students during classtime

Coach

• Sep 2013 - Feb 2014

Participated in the Instructor Training Program, shadowing classes, learning how to teach exercises, and being evaluated teaching my own classes Run my own classes as the head coach and trainer for a group of clients Teach Olympic lifts and functional movements to clients, as well as scaling workouts to individual needs Monitor safety and act as a go-to for fitness/health related inquiries Work as a team with other coaches in order to support the growth of the business Participated in the Instructor Training Program, shadowing classes, learning how to teach exercises, and being evaluated teaching my own classes Run my own classes as the head coach and trainer for a group of clients Teach Olympic lifts and functional movements to clients, as well as scaling workouts to individual needs Monitor safety and act as a go-to for fitness/health related inquiries Work as a team with other coaches in order to support the growth of the business

Classroom Volunteer

• Sep 2010 - Dec 2010

Taught basic nutrition to three preschool classrooms Carried out pre-designed, themed lessons consisting of reading books, facilitating activities, and providing healthy snacks Illustrated and designed a child-friendly book as a gift to the Husky Reads program reviewing each theme Taught basic nutrition to three preschool classrooms Carried out pre-designed, themed lessons consisting of reading books, facilitating activities, and providing healthy snacks Illustrated and designed a child-friendly book as a gift to the Husky Reads program reviewing each theme