Manager, Account Management - Foundation

• Jan 2022 - Present

Customer Success Manager, Mid-Market

• Jan 2021 - Dec 2021

Customer Success Associate

• Jun 2019 - Dec 2020

•Proactively managed a $2.19M portfolio of ~600 accounts focusing on customer retention and identifying expansion and cross-sell opportunities•Achieved 100%+ YTD attainment for my annual target and consistently met activity quotas •Enablement Liaison for Customer Success team•Interdepartmental collaboration with Enablement and SalesOps to work on friction points

Community Mentor and Host

• May 2013 - Present

Associate Center Director

• Feb 2019 - Jun 2019

Senior Customer Experience Specialist

• Apr 2017 - Jan 2019

•Optimized and standardized new and current workflows to create an omni-channel experience across Retail, Operations, CX, and Training departments •Reviewed and analyzed day-to-day store functions to identify opportunities for restructuring the training program, reducing issue inquiries by 61% and contributing to 10+ POS tech updates with weekly and monthly inter-departmental reports •Developed ongoing training modules and activities in collaboration with the Retail Department for leading nationwide New Store Openings (Chicago, Austin, New York City, Costa Mesa, & Torrance) •Evaluated associate performance and provided continuous feedback Show less

Customer Service Representative

• Dec 2016 - Apr 2017

Collaborative Coach

• Jun 2016 - Oct 2016

•Guided aspiring teachers in high-need classrooms to utilize techniques associated with Danielson and NYC Teaching Fellows rubric •Guided aspiring teachers in high-need classrooms to utilize techniques associated with Danielson and NYC Teaching Fellows rubric

Middle School Science Teacher

• Sep 2013 - Oct 2016

•Designed, planned, and implemented 6th grade curriculum aligned with New York State Science Standards, Next Generation Science Standards, and Common Core State Reading and Writing Standards for General & ICT classes •Enhanced student engagement by maintaining a blended collaborative learning environment using technology •Modified classroom instruction for multicultural classes with differentiated levels of ability •Led Science Department’s integration of Urban Advantage lessons and teacher field trainings •Theater Co-Director and Environmental Team Leader Show less

Soccer Coach

• Jan 2013 - Dec 2014

PeaceMover

• Sep 2012 - Jun 2013

•Implemented Move This World curriculum to bring movement into general education and special education NYC Public School classrooms •Led MTW Assemblies involving 50-200 students •Implemented Move This World curriculum to bring movement into general education and special education NYC Public School classrooms •Led MTW Assemblies involving 50-200 students

Shop Manager

• Aug 2011 - Jun 2013

New Student Program Coordinator & Academic Advisor

• May 2007 - Jul 2011

•Facilitated incoming transfer & freshmen orientations•Delegated tasks and supervised completion of short and long-term projects with a staff of 40 comprised of students and academic advisors•Redesigned staff schedules and organization of supplies•Communication liaison between family members & prospective students through email, phone calls, and newsletters•Campus tour guide

Student Outreach Services Intern

• Jan 2008 - May 2008

•Coordinated with high-need public high schools and SFSU services to promote access to higher education information during school assemblies and one-on-one advising periods