Senior Customer Success Specialist

• Jan 2023 - Present

Client Success Manager

• Oct 2022 - Jan 2023

Client Success Manager

• Oct 2021 - Oct 2022

• Manage a portfolio of 500+ carriers to ensure their business goals were met and that they remained highly engaged on the Uber Freight suite of products as measured by achieving loads moved per day goals• Selected for a pilot, scaled approach team to focus on driving engagement of unowned carriers by proactive outreach concerning the proprietary suite of Uber Freight offerings • Championed a new customer centric approach to responding to questions concerning the Uber Freight platform by engaging directly with carriers. This approach became standardized across the scaled team after showing it increased carrier engagement with committed capacity dedicated lanes.• Coordinated cross-functionally with sales, product, and training teams, identifying and analyzing historic account information in support of data-driven decision making in the pursuit of business objectives. Show less

Customer Success Coordinator

• Apr 2019 - Oct 2021

•Directed freight transportation operations, utilizing proprietary enterprise application systems to facilitate the timely and accurate scheduling of high volume loads in alignment with established delivery windows.•Spearheaded the implementation of a call center in Bogota, Columbia, leveraging cross-cultural leadership expertise to conduct comprehensive new hire training classes outlining internal processes and best practices.•Championed the development and execution of standard operating procedures for use across the organization, augmenting key process accessibility in order to streamline workflows and safeguard operational efficiency.•Pioneered the institution of a mission critical account coordination process improvement, implementing an optimized assignment system that significantly enhanced productivity and accountability within the team. Show less

Google Express Fulfillment Lead

• May 2018 - Apr 2019

•Directed the operations of 33 retail stores and 27 hardware stores nationwide, applying strong talent management skills to oversee the performance of 112 employees across multiple disparate locations. •Compiled weekly SQL reports outlining store performance, effectively identifying and analyzing key business metrics to assess areas of inefficiency and develop strategic solutions for optimized productivity. •Managed the launch and implementation of proprietary Google Express technology at 26 Ace Hardware stores, liaising with internal engineering and transportation teams to troubleshoot product issues or bugs. •Leveraged strong stakeholder management skills to effectively build and maintain robust relationships with store managers, uncovering and fulfilling individual needs in support of mutual satisfaction and success. Show less

Station Manager

• Aug 2016 - May 2018

•Oversaw rotating teams of 75 management trainees, harnessing training and development expertise to provide coaching on internal processes and procedures; successfully developed 15 employees to promotion.•Directed the logistics of a 3.5K+ car fleet, maintaining an optimal turnaround time (TAT) in line with industry best practices in order to maximize profitability and productivity across car rental operations.•Effectively managed a high performing unionized team of 30 customer service representatives, successfully cultivating a culture of collaboration, unity, and respect in the delivery of customer-centric experiences. Show less

Management Trainee

• Jun 2015 - Aug 2016

•Consistently met and exceeded all monthly sales and customer service and satisfaction goals in a highly matrixed management program, successfully achieving eligibility for promotion within just six months.•Applied interpersonal communication expertise to develop and maintain strategic partnerships with local stakeholders, effectively amplifying the collective resource base in order to drive mutual enterprise growth

Textbook Associate

• Aug 2013 - May 2015

Customer Service, Completing Inventory, Returning Textbooks to Publishers, Stocking Shelves, Completing Online Textbook Orders, Organized Files, and oversaw Textbook Buyback procedures at the store itself as well as UIUC Dormitories. Customer Service, Completing Inventory, Returning Textbooks to Publishers, Stocking Shelves, Completing Online Textbook Orders, Organized Files, and oversaw Textbook Buyback procedures at the store itself as well as UIUC Dormitories.

Marketing Intern

• May 2014 - Aug 2014

Managing marketing budget, Maintaining document management systems, Completing literature updates to brochures/flyers as well as technical data sheets, managing business card orders, assisting with PowerPoint presentations as well as CRM database maintenance. Managing marketing budget, Maintaining document management systems, Completing literature updates to brochures/flyers as well as technical data sheets, managing business card orders, assisting with PowerPoint presentations as well as CRM database maintenance.

Head Lifeguard

• May 2010 - Aug 2013

Filled out accident reports for hurt/injured patrons, Documented every event involving a lifeguard entering the pool in order to save or help patrons, Supervised lifeguards on duty, Assisted patrons with any inquiries about the water-park, Checked the pools pH and chlorine levels. Filled out accident reports for hurt/injured patrons, Documented every event involving a lifeguard entering the pool in order to save or help patrons, Supervised lifeguards on duty, Assisted patrons with any inquiries about the water-park, Checked the pools pH and chlorine levels.