Experience

Equips

• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Mar 2023 - Present



OhWaiter

• United States
• Hospitality
• 1 - 100 Employee

• Customer Success Manager

  • Jun 2022 - Oct 2022

  •Built Customer Success department from ground up •Generated, analyzed, and sent weekly usage reports to businesses using OhWaiter •Created social channels that resulted in new revenue •Built sustainable relationships and engaged customers •Strategized to resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution •Worked cross functionally with product and engineering teams to… Show more •Built Customer Success department from ground up •Generated, analyzed, and sent weekly usage reports to businesses using OhWaiter •Created social channels that resulted in new revenue •Built sustainable relationships and engaged customers •Strategized to resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution •Worked cross functionally with product and engineering teams to implement loyalty program Show less •Built Customer Success department from ground up •Generated, analyzed, and sent weekly usage reports to businesses using OhWaiter •Created social channels that resulted in new revenue •Built sustainable relationships and engaged customers •Strategized to resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution •Worked cross functionally with product and engineering teams to… Show more •Built Customer Success department from ground up •Generated, analyzed, and sent weekly usage reports to businesses using OhWaiter •Created social channels that resulted in new revenue •Built sustainable relationships and engaged customers •Strategized to resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution •Worked cross functionally with product and engineering teams to implement loyalty program Show less



Aktivate

• United States
• Sports and Recreation Instruction
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2021 - May 2022

  •First full-time Customer Success hire to support Register My Athlete customers during the transition to Aktivate •Enhanced customer communication through HelpScout by collaborating with team to create and update saved responses •Developed new processes for client communication and continue to evolve processes as company changes •Initiated chat through HelpScout for more efficient communication with customers •Trained team on best practices for customer success chat •Managed an… Show more •First full-time Customer Success hire to support Register My Athlete customers during the transition to Aktivate •Enhanced customer communication through HelpScout by collaborating with team to create and update saved responses •Developed new processes for client communication and continue to evolve processes as company changes •Initiated chat through HelpScout for more efficient communication with customers •Trained team on best practices for customer success chat •Managed an average of 125 customer emails a week while maintaining a customer satisfaction rating of at least 98% •Worked with co-founders, CPO, engineers, and developers to launch new mobile app •Represented the Customer Success team in strategic planning meetings around Beta testing •Identified pain points in user experience of Aktivate and work proactively with team to bring solutions to engineers •Used prior experience to ensure customer experience is top of mind as company and platform changes are made Show less •First full-time Customer Success hire to support Register My Athlete customers during the transition to Aktivate •Enhanced customer communication through HelpScout by collaborating with team to create and update saved responses •Developed new processes for client communication and continue to evolve processes as company changes •Initiated chat through HelpScout for more efficient communication with customers •Trained team on best practices for customer success chat •Managed an… Show more •First full-time Customer Success hire to support Register My Athlete customers during the transition to Aktivate •Enhanced customer communication through HelpScout by collaborating with team to create and update saved responses •Developed new processes for client communication and continue to evolve processes as company changes •Initiated chat through HelpScout for more efficient communication with customers •Trained team on best practices for customer success chat •Managed an average of 125 customer emails a week while maintaining a customer satisfaction rating of at least 98% •Worked with co-founders, CPO, engineers, and developers to launch new mobile app •Represented the Customer Success team in strategic planning meetings around Beta testing •Identified pain points in user experience of Aktivate and work proactively with team to bring solutions to engineers •Used prior experience to ensure customer experience is top of mind as company and platform changes are made Show less



brightwheel

• United States
• Education Administration Programs
• 300 - 400 Employee

• Customer Success Associate

  • Jan 2021 - Nov 2021

  •Use brightwheel expertise to assist 170 onboarding customers weekly via phone •Manage an average of 31 live chat conversations a week •Send an average of 273 responses a week to live chat brightwheel customers while maintaining a 51 second maximum response time •Maintain a customer satisfaction rating of 100% week over week •Practice critical thinking to identify, investigate and resolve technical or usage issues •Communicate clear and concise instructions via live chat, phone… Show more •Use brightwheel expertise to assist 170 onboarding customers weekly via phone •Manage an average of 31 live chat conversations a week •Send an average of 273 responses a week to live chat brightwheel customers while maintaining a 51 second maximum response time •Maintain a customer satisfaction rating of 100% week over week •Practice critical thinking to identify, investigate and resolve technical or usage issues •Communicate clear and concise instructions via live chat, phone and email to all user types: Teachers, Administrators, and Parents •Exhibit empathy towards brightwheel customer while acting as the “voice of the customer” providing frequent input to Customer Experience, Product, and Engineering teams •Help develop and improve internal processes, including training resources •Work cross-functionally on projects with other teams to improve the overall brightwheel experience Show less •Use brightwheel expertise to assist 170 onboarding customers weekly via phone •Manage an average of 31 live chat conversations a week •Send an average of 273 responses a week to live chat brightwheel customers while maintaining a 51 second maximum response time •Maintain a customer satisfaction rating of 100% week over week •Practice critical thinking to identify, investigate and resolve technical or usage issues •Communicate clear and concise instructions via live chat, phone… Show more •Use brightwheel expertise to assist 170 onboarding customers weekly via phone •Manage an average of 31 live chat conversations a week •Send an average of 273 responses a week to live chat brightwheel customers while maintaining a 51 second maximum response time •Maintain a customer satisfaction rating of 100% week over week •Practice critical thinking to identify, investigate and resolve technical or usage issues •Communicate clear and concise instructions via live chat, phone and email to all user types: Teachers, Administrators, and Parents •Exhibit empathy towards brightwheel customer while acting as the “voice of the customer” providing frequent input to Customer Experience, Product, and Engineering teams •Help develop and improve internal processes, including training resources •Work cross-functionally on projects with other teams to improve the overall brightwheel experience Show less



Quantgene

• United States
• Biotechnology
• 1 - 100 Employee

• Concierge Services Specialist / Staff Coordinator

  • Oct 2020 - Jan 2021

  •Owned and managed all customer service-related tasks •Provided support and ensure complete client satisfaction across all brand and product offerings through phone and online communication •Developed and maintain professional rapport with all clients •Used knowledge of product details, both COVID Same-Day Testing and genetics testing to consult clients •Identified and track high priority results for the time sensitive clientele and large business clients •Exhibited utmost… Show more •Owned and managed all customer service-related tasks •Provided support and ensure complete client satisfaction across all brand and product offerings through phone and online communication •Developed and maintain professional rapport with all clients •Used knowledge of product details, both COVID Same-Day Testing and genetics testing to consult clients •Identified and track high priority results for the time sensitive clientele and large business clients •Exhibited utmost confidentiality with patient records while following HIPAA guidelines •Led concierge team of five and encourage all staff to continuously maintain and enhance their competitive readiness, technical, and professional skills •Oversaw weekly scheduling of 48 nurses and 5 concierge staff •Continued performing Office Manager duties outlined below

• Office Manager

  • Aug 2020 - Oct 2020

  •Performed receptionist duties as needed: greet clients and patients, as well as answer and direct phone calls and e-mails to appropriate parties •Provided administrative support, including troubleshooting software issues, coordinating testing sites, keeping records of patients and test results, conducting research, and managing vendor invoices •Monitored day-to-day operations, including on-boarding, training, and weekly scheduling of 35 nurses and five concierge staff •Managed office… Show more •Performed receptionist duties as needed: greet clients and patients, as well as answer and direct phone calls and e-mails to appropriate parties •Provided administrative support, including troubleshooting software issues, coordinating testing sites, keeping records of patients and test results, conducting research, and managing vendor invoices •Monitored day-to-day operations, including on-boarding, training, and weekly scheduling of 35 nurses and five concierge staff •Managed office supplies and equipment while maintaining a detailed record of all business expenses •Coordinated cross-functional communication with lab partners and clients ensuring a smooth and successful workflow •Established processes guaranteeing successful tracking and reporting of daily operations, confirming all tasks and procedures are executed according to company/HIPAA guidelines



Border Grill

• United States
• Restaurants
• 1 - 100 Employee

• Sales & Events Manager

  • Jun 2019 - Aug 2020

  • Sold Border Grill’s Modern Mexican cuisine to individuals planning social, corporate, and educational events ranging from 10-200 guests • Coordinated unique food truck experiences and convenient Quick Catering deliveries • Assisted guests in planning all operational aspects of their event (catering, setup, timeline, rentals, vendors, and décor) • Built day-of timelines including all logistical details, menus, and special instructions • Staffed, managed, and led teams of 10+… Show more • Sold Border Grill’s Modern Mexican cuisine to individuals planning social, corporate, and educational events ranging from 10-200 guests • Coordinated unique food truck experiences and convenient Quick Catering deliveries • Assisted guests in planning all operational aspects of their event (catering, setup, timeline, rentals, vendors, and décor) • Built day-of timelines including all logistical details, menus, and special instructions • Staffed, managed, and led teams of 10+ on-site event staff; including Catering Chefs, Front of House Servers, and Bartenders • Collaborated with other Border Grill Event Managers and Chefs to redesign the catering menu to align with evolving industry trends • Regularly reviewed budgets and P&L • Met and exceeded monthly sales goals, ranging from $10,000-100,000 Show less • Sold Border Grill’s Modern Mexican cuisine to individuals planning social, corporate, and educational events ranging from 10-200 guests • Coordinated unique food truck experiences and convenient Quick Catering deliveries • Assisted guests in planning all operational aspects of their event (catering, setup, timeline, rentals, vendors, and décor) • Built day-of timelines including all logistical details, menus, and special instructions • Staffed, managed, and led teams of 10+… Show more • Sold Border Grill’s Modern Mexican cuisine to individuals planning social, corporate, and educational events ranging from 10-200 guests • Coordinated unique food truck experiences and convenient Quick Catering deliveries • Assisted guests in planning all operational aspects of their event (catering, setup, timeline, rentals, vendors, and décor) • Built day-of timelines including all logistical details, menus, and special instructions • Staffed, managed, and led teams of 10+ on-site event staff; including Catering Chefs, Front of House Servers, and Bartenders • Collaborated with other Border Grill Event Managers and Chefs to redesign the catering menu to align with evolving industry trends • Regularly reviewed budgets and P&L • Met and exceeded monthly sales goals, ranging from $10,000-100,000 Show less



Cambria Chicago Magnificent Mile

• Hospitality
• 1 - 100 Employee

• Catering Sales Manager & Convention Services Manager

  • Jun 2017 - Jun 2019

  • Sold event space to social, wedding, and corporate markets by proactively responding to all incoming leads • Provided guests with an exceptional experience throughout the full event planning cycle • Created day-of timelines to ensure all event details are communicated to each department • Collaborated with the Food and Beverage team to create events that exceeded guests’ expectations • Prospected new business opportunities through networking, and building client… Show more • Sold event space to social, wedding, and corporate markets by proactively responding to all incoming leads • Provided guests with an exceptional experience throughout the full event planning cycle • Created day-of timelines to ensure all event details are communicated to each department • Collaborated with the Food and Beverage team to create events that exceeded guests’ expectations • Prospected new business opportunities through networking, and building client relationships •Supported all internal departments while continuing to conduct business as usual during an ongoing 8-month labor strike Show less • Sold event space to social, wedding, and corporate markets by proactively responding to all incoming leads • Provided guests with an exceptional experience throughout the full event planning cycle • Created day-of timelines to ensure all event details are communicated to each department • Collaborated with the Food and Beverage team to create events that exceeded guests’ expectations • Prospected new business opportunities through networking, and building client… Show more • Sold event space to social, wedding, and corporate markets by proactively responding to all incoming leads • Provided guests with an exceptional experience throughout the full event planning cycle • Created day-of timelines to ensure all event details are communicated to each department • Collaborated with the Food and Beverage team to create events that exceeded guests’ expectations • Prospected new business opportunities through networking, and building client relationships •Supported all internal departments while continuing to conduct business as usual during an ongoing 8-month labor strike Show less



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Key Market Specialist - Disney Group Getaways

  • Sep 2016 - May 2017

  •Handled inbound calls from guests interested in booking events or group experiences at Walt Disney World •Created over 1,500 business leads in the wedding, youth, catering, meetings, & leisure markets •Consulted guests in the beginning of their event or trip planning process •Managed all incoming leisure leads and online website leads for the weddings market •Served as the liaison between the Group Sales department and internal partners

• Professional Intern

  • Jan 2016 - Sep 2016

  •Handled inbound calls from guests interested in booking events or group experiences at Walt Disney World •Created business leads in the wedding, youth, catering, and leisure markets •Consulted guests in the beginning of their event or trip planning process •Redesigned the department training process for new Cast Members

• Sales

  • Jul 2014 - Jan 2016

  • Assisted guests in locating merchandise and answered all questions related to the store or the parks • Leveraged extensive knowledge of Walt Disney World to create a better experience for all guests • Earned 45 Guest Service Fanatic cards for exceptional guest service