Experience

Offtop

• Music
• 1 - 100 Employee

• Community Manager / Brand Strategist

  • Feb 2016 - Present

  ● Worked closely with Fader magazine, a leading voice in youth pop culture, built and ran an interactive booth that also displayed work from local artists of various mediums that was displayed at Fader Fort during SXSW. This concept was used at several other festivals and brand relevant events to provide an immersive product demonstration experience. ● Designed and led interactive creative writing workshops and app presentations at Round Rock ISD’s Success High School. ● Provided input on the casting, editing and storyboarding of the app’s commercials and digital content. ● Built relationships with artists via face to face interactions, social media and long form email correspondence to continue to tailor the app’s platform for them. Organized targeted outreach to partner with artists for the purpose of sharing their music, selling their music and coordinating in-app contests. ● Monitored and highlighted artists submissions from user’s around the world within a community of users that grew from a few 100 active users to 30,000+ monthly active users. Updated internal teams via weekly reports and meetings throughout the app community’s growth from its initial public release. Business is now profitable with over 500k+ registered accounts and 1 million+ recorded songs. ● Created and presented pitch decks for use with internal teams and investors. ● Built out customer experience process and implemented CRM software. Crafted on-boarding processes and trained team on how to relay information to internal teams. Manage CX team and resolve escalated issues. Show less



Aceable

• United States
• E-Learning Providers
• 100 - 200 Employee

• CX Senior Advisor - Real Estate

  • Jun 2021 - Mar 2022



Warner Music Group

• United States
• Musicians
• 700 & Above Employee

• Commercial actor

  • Jan 2022 - Jan 2022

  Voiceover and acting for commercial. Voiceover and acting for commercial.



Stitch Fix

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Client Experience Agent

  • Sep 2019 - Jan 2020



The Nu Wave

• United States
• Musicians
• 1 - 100 Employee

• Event Coordinator / Creative Director

  • Nov 2017 - May 2019

  ● Used Adobe and iMovie to create visuals for events on a weekly basis. ● Assisted with the design, manufacturing and sale of branded merchandise. ● Scout diverse local musicians and artist for weekly performances and immersive events. ● Managed social media pages. ● Used Adobe and iMovie to create visuals for events on a weekly basis. ● Assisted with the design, manufacturing and sale of branded merchandise. ● Scout diverse local musicians and artist for weekly performances and immersive events. ● Managed social media pages.



LogicMonitor

• United States
• Software Development
• 700 & Above Employee

• Customer Success Representative

  • Jul 2018 - Mar 2019

  ● Acted as primary point of contact for SMB and Enterprise clients within a million dollar book of business with a heavy focus on risk factors. ● Operated as liaison for all customer communication and identified any additional product requirements, including facilitating product feature ticket creation or the submission of project proposal requests as needed. ● Coordinated, delivered and documented customer training for accounts alongside technical team. ● Worked with a focus on relating product knowledge and conducting ongoing health checks for several hundred accounts to enable customer adoption, growth and retention. ● Crucial in the creation of processes for tech touch approach within Salesforce for lower level accounts. Show less



OutboundEngine

• United States
• Advertising Services
• 100 - 200 Employee

• Customer Success Representative

  • May 2017 - Feb 2018

  ● Consulted customers on the value of social media and email marketing. ● Proficient in Salesforce and Salesforce Console, Zendesk, Jira, Zuora, and Excel. ● Set up and coached around social media pages for Facebook, LinkedIn and Twitter for clients across 7+ industries. ● Resolved the requests of clients through consultative phone calls and consistently maintained 100% client satisfaction. ● On-boarded new clients and brought in APOS revenue by up-selling additional products. ● Helped update and craft a system for doing quality assessments on peers’s customer interactions that streamlined the process to foster a more structured way of providing feedback. ● Assisted clients with building social media pages, redirecting CNAMES and general online troubleshooting over the phone as well as via video conferences. ● Consistently hit monthly sales metrics as a top earner, this led to me being offered a position as a main sales closer for team generated leads. Show less



Facebook

• Software Development
• 700 & Above Employee

• Risk Analyst

  • Jul 2015 - Aug 2016

  ● Studied & reported fraud trends affecting users on a global scale. ● Recorded and reported issues with the user interface. ● Tested new products and features before their release. ● Guided customers through the aftermath of fraudulent activity on their account. ● Create rules designed to prevent fraudulent actions within payment platforms ● Studied & reported fraud trends affecting users on a global scale. ● Recorded and reported issues with the user interface. ● Tested new products and features before their release. ● Guided customers through the aftermath of fraudulent activity on their account. ● Create rules designed to prevent fraudulent actions within payment platforms



General Motors

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Service Rep / Customer Service Rep Team Lead

  • Jul 2014 - Jul 2015

  ● Studied the specifications of GM vehicles and the recalls of GM vehicles to guide customers through any issues they may have as well explain vehicle features. ● Received several calls a day and acted as a liaison between customers and dealerships, ensuring vehicles were repaired while providing customer specific incentives when situations led to a customer’s dissatisfaction. ● Monitored a team of agents and reviewed their call handling capabilities to find room for improvement. ● Handled customers that requested a supervisor using empathy and understanding to de-escalate calls. Show less