Experience

Kindred Powered by Ocado

• United States
• Automation Machinery Manufacturing
• 100 - 200 Employee

• Customer Success Manager

  • Apr 2021 - Present

  Since 2014, Kindred has been paving the way for a world filled with more powerful and helpful AI systems. We bring together reinforcement learning, machine learning, and remote human guidance to create intelligent robots that solve real-world problems alongside humans in complex, changing environments like today's supply chain.As a Customer Success Manager, I act as the voice of the customer to provide internal Kindred teams quantitative and actionable feedback. Ensuring that customer satisfaction is being met from a service, solution and product level.



ISN

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Group Supervisor

  • Jan 2019 - Aug 2020

• Group Supervisor

  • Jan 2016 - Dec 2018

  - Received a promotion to Group Supervisor and started supervising teams on our Review and Verification Services Team (RAVS).- Spent time working on both our Procurement/Insurance and Health and Safety Teams. - Responsible for overseeing the quality and efficiency of the review and verification for contractor customers' insurance and health and safety information.- Monitored and analyzed Key Performance Indicators and reported them to the management team.- Communicate any regulatory or industry updates affecting client or contractor customers' to the rest of the company.- Assist in preparing data and additional resources to assist clients with benchmarking against their peers developing best in class management processes. - Develop team members by providing performance feedback and coaching. - Maintain working knowledge of applicable insurance, health, safety and environmental regulations and industry best practices that could affect our customer base. - Represent the ISN RAVS Teams during in-person meetings.

• Senior Customer Service Supervisor

  • Oct 2014 - Dec 2015

  - Received a promotion within the Customer Service department.- Additional responsibilities included drafting and submitting for multiple customer service award and leading efforts to revamp and re-write the evaluation form for reps. - Participated in the recruiting process for new team members, including interviewing and providing recommendations for potential hires. - Coordinated and led Subject Matter Expert training for Health and Safety related topics. - Worked on creation of customer training and marketing materials.- Analyzed customer feedback and provided potential solutions to management. - Coordinated and led monthly meetings focusing on calibration within the observation process.

• Customer Service Supervisor

  • Jan 2013 - Sep 2014

  - Received a promotion to Customer Service Supervisor, responsible for a group of entry level employees who are the the face/voice of the ISN Customer Service Team.- My primary responsibility was to drive performance of my team while overseeing various tasks necessary to running day to day operations of the call center. - Required me to demonstrate the necessary interpersonal, organizational and leadership skills necessary to make a team successful. - Led teams of 6-8 individuals. - Monitored individual and team Key Performance Indicators. - Responsible for driving and maintaining First Call Resolution through the observation process. - Facilitated individual performance reviews for team members. - Responsible for developing and implementing the first Customer Service survey aimed at measuring customer satisfaction and first call resolution. - Led efforts centering around client outreach including 1-1 meetings and ISN led group meetings.- Developed and maintained customer relationships. - Assisted with escalated customer situations.

• Senior Associate

  • Jan 2011 - Feb 2013

  - Worked as an Account Manager responsible for maintaining and developing relationships with current and prospective clients working in the downstream/chemical industry.- Responsible for driving growth and keeping up communication with approx 8-10 clients at a time. - Attended in-person and on the phone client consultations - Represented ISN at company led and sponsored events such as ISN Connect and contractor/client meetings. - Through knowledge of the ISNetworld system, identify areas of opportunity for current clients to expand and build upon their system usage.



ETA Logistics

• Logistics Specialist- Express Jet Travel Coordinator

  • Jan 2009 - Dec 2010

  - My primary goal was to assist and execute seamless logistics travel for individuals and companies.- Coordinate and oversee travel for NASCAR drivers, owners, team members and fans. - Responsible for the onsite execution of the Express Jet Program, a $5 Million business. - Book seats for Express Jet to fly team members; the race location. - Prepare for the arrival and departure of up to 8 jets per week. Work with airport staff to provide services for jets (catering, lavatory service, and parking). - Market the Express Jet program through relationships built during the NASCAR season.



USMP

• Advertising Services
• 200 - 300 Employee

• State Farm Intern

  • Aug 2008 - Dec 2008



Baylor University

• United States
• Higher Education
• 700 & Above Employee

• Graduate Assistant for Fitness Staff

  • Jan 2008 - May 2008

  Supervise fitness staff and daily operations of the weight roomRecruit, interview, and select new department employeesProvide orientation training for staff membersCoordinate schedules for approximately 30 student workers Conduct formal evaluations of all employees Generated Graduate Assistant manual for positionDesign and implement staff incentives/rewards program Supervise fitness staff and daily operations of the weight roomRecruit, interview, and select new department employeesProvide orientation training for staff membersCoordinate schedules for approximately 30 student workers Conduct formal evaluations of all employees Generated Graduate Assistant manual for positionDesign and implement staff incentives/rewards program