Experience

Leif

• United States
• Software Development
• 1 - 100 Employee

• Account Director

  • Feb 2022 - Present

  Work closely with partners to get the provide marketing and education support resources, find trends to encourage process improvement and offer guidance and support as need. As a single point of contact for our partners, I am responsible for building relationships so that they always have someone they can rely on to help them get what they need.

• Senior Account Manager

  • Aug 2021 - Feb 2022



The Knot Worldwide

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Senior Manager, Client Policy

  • Apr 2021 - Aug 2021

  -Developed a comprehensive Policy regarding Wedding Professional Reviews that covered both The Knot and WeddingWire brands. -Developed and implemented a plan in response to our updated Nondiscrimination Policy for ensuring client compliance. This included communications internally and externally, public relations, social media.-Developed and implemented a plan for addressing Wedding Professionals or users who fell out of compliance with our Terms of Use. -Acted as a liaison between our legal team and client facing communications-Analyzed feedback for trends to help continue to ensure our process and policies were remaining up to date.-Provided coaching and guidance to Client Policy Analysts showing them how to balance fact vs. opinion and remaining neutral in the review process.-Responsible for quality review of team's work to ensure process were being followed consistently throughout the team and across both brands.

• Manager, Client Policy

  • Oct 2019 - Apr 2021

  Oversee a team of individuals who are responsible for:-Research and solving all issues related to Wedding Professionals and Couples compliance with our client policy.-Unbiased mediation between Wedding Professionals and Couples over Wedding Pro reviews to ensure compliance with The Knot Worldwide's review policy.-Work with the sales and support teams to ensure policy compliance at sign up and any subsequent changes during a Wedding Professional life cycle on our sites.-Provided coaching and guidance to Client Policy Analysts showing them how to balance fact vs. opinion and remaining neutral in the review process.-Responsible for quality review of team's work to ensure process were being followed consistently throughout the team and across both brands.

• Manager, Senior Account Strategists

  • Oct 2017 - Oct 2019

  Developed a team to support our higher echelon of clientele to ensure retention of our most valued clients. Assisted in creating of our first Account Management team of 5 individuals with a $30mm book of business. This also included overseeing role development, transition of sales to service, and compensation plansIn preparation for our company merger, ran a surge/beta team that ran both company systems to develop our integration for merger as well as ensure a redundancy plan was in place in case the systems woudn't be ready at integration.



XO Group Inc.

• United States
• Online Media
• 200 - 300 Employee

• Manager, Account Strategists

  • Mar 2016 - Oct 2017

  Oversaw a team of individuals who provided support to the southern region of our sales organization along with clients in that area. Was responsible for their career development as well as ensuring the team was provide exceptional customer service and sales support.Ran a beta test for creating a better distribution of workload and creating a completely automated process for work in salesforce. Vastly growing my knowledge in casework and logic inside of salesforce, distribution engine and calendly.

• Strategy Specialist

  • Oct 2011 - Mar 2016

  *Worked with advertising vendors to develop marketing campaigns and evaluated their effectiveness*Collaborated with customers to resolve account issues *Saved clients from canceling advertising using analytics available to help improve current campaigns*Developed strong relationships with active vendors to ensure account retention*Met upsell quotas and pitched services that were in the client’s best interest



Nelnet

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

• Business Analyst

  • Jan 2002 - Sep 2011

  Served as a customer advocate in all projects by promoting continuous process improvement by analyzing current business methodologies and statistical data. Achieved service excellence by effectively communicating with customers, management, internal departments, front-line staff, and vendors to manage and implement the company’s most high-profile projects.Learned and Applied quickly changing regulatory requirements affecting specific department changesDelivered fast, friendly and knowledgeable service client and vendor questions and service needs.



Hy-Vee, Inc.

• Retail
• 700 & Above Employee

• Customer Service

  • Jun 1997 - Jan 2002

  Supervise and delegate tasks to front end when needed. Was responsible for the accurate balancing/reconciling of registers. Ensured excellent customer service was given. Supervise and delegate tasks to front end when needed. Was responsible for the accurate balancing/reconciling of registers. Ensured excellent customer service was given.