Customer Support Supervisor

• Nov 2020 - Present

Sr. Customer Success Analyst

• Oct 2018 - Nov 2020

-Established cross-functional relationships between Marketing, Operations, Product, Sales, and Engineering teams.-Effectively leveraged system knowledge and skills to maximize ZenDesk (CRM), Tableau Reporting, Partner Portal, Stripe, Mixpanel, and Salesforce Marketing Cloud.-Transitioned INWEGO to a dedicated support model and trained/on-boarded 6 customer success team members to the new brand.-Served as the team leader for the INWEGO subject matter experts. This cross-functional group consisted of members from the Operations, Content, Marketing, Customer Service, and Product teams.-Worked with INWEGO Product and Engineering team on the creation and implementation of over 25 new product features that helped enhance customer experience via INWEGO’s native app.-Created and managed INWEGO’s knowledge base, and FAQ’s.-Implemented an INWEGO companywide Product Training program. -Worked with the data team in the creation of the Customer Success Mixpanel dashboards, as well as represented the Customer Success team as the subject matter expert for the Mixpanel platform.-Worked with Experience, and INWEGO Marketing managers to create email templates for all email communication to be customer friendly for both companies. In addition, represented the Customer Success team as the subject matter expert for the Salesforce Marketing cloud platform.-Served as the Sr. Analyst lead over the NCAA/Live Nation partnerships and assisted NCAA Analyst in program launches, as well as maintenance of the knowledge base.

Customer Success Analyst

• Oct 2017 - Oct 2018

-Delivered first-in-class support to customers via the helpdesk platform Zendesk through communication and troubleshooting skills. -Analyzed support data and provided data-driven insight into the Product and Operations teams to improve products and programs to optimize customer-facing messaging, product marketing, and the overall product.-Created a companywide customer support training guide, trained current and new employees on the CRM (helpdesk) platform Zendesk to improve customer satisfaction.-Optimized and remodeled customer feedback data analysis and reporting on the CRM (helpdesk) platform Zendesk.-Created and managed a knowledge base for over 55 Live Nation partners, 12 NFL partners, 9 MLS partners, and 12 AFL partners.-Decreased 2018 Live Nation customer inbound support tickets by 66% by enhancing product language via email, and in-app messaging.-Worked with the Product and Engineering teams to provide testing support during software development and product launches.

Marketing Coordinator, Corporate Sponsorships

• Jan 2017 - Sep 2017

-Management of fulfillment and execution of corporate sponsorship and contracts for all MiLB partnered teams -Work with team members to increase individual performance, and set realistic improvement goals -Coordination of all on-site activities for current corporate sponsors in collaboration with the team staff -Determine the area of process improvement for cost control and initiate changes -Creation of top-notch proposals, contracts and fulfillment summaries for potential and/or current corporate partners -Provide assistance with game day activities for the Florida Fire Frogs when necessary -Generation of sales leads, conduct initial cold calls, research for prospective corporate sponsors and account management.

Membership Services Intern

• Feb 2016 - Oct 2016

-Provided customer service support for Rays Members -Recruited, trained and managed the Membership Services game day staff as well as aid game day staff with Rays Card related issues -Assist in the development and execution of Rays Membership campaigns and special events -Communicate with third-party partners and various departments to successfully implement Rays Membership promotions -Develop innovative strategies to increase engagement with membership program -Track communication and feedback from Rays Members -Aid in management and upkeep of Rays Card technology at Tropicana Field -Assist with various special projects as needed

Ticketing Operations Intern

• May 2015 - Aug 2015

-Reporting directly to the Ticket Operations Manager -Using a ticketing software called Glitnir to sell tickets to new and recurring customers in a fast paced environment -Answering phones and directing customers to the appropriate Mallards staff member -Informing customers of the extensive ticket packages and promotions that the Mallards offer -Interacting with sponsors and vendors in a professional manner -Reporting directly to the Ticket Operations Manager -Using a ticketing software called Glitnir to sell tickets to new and recurring customers in a fast paced environment -Answering phones and directing customers to the appropriate Mallards staff member -Informing customers of the extensive ticket packages and promotions that the Mallards offer -Interacting with sponsors and vendors in a professional manner

Spring Training PR intern

• Mar 2014 - Apr 2015

-Fully support company’s PR strategy and execute it in different phases -Created and curated engaging content -Created and distributed press releases -Performed research and market analysis activities -Suggest innovative ideas for engaging content -Fully support company’s PR strategy and execute it in different phases -Created and curated engaging content -Created and distributed press releases -Performed research and market analysis activities -Suggest innovative ideas for engaging content

Gold Team- Student Ambasador

• Apr 2013 - Apr 2015

Served as a student ambassador for the University of Central Florida's football team Served as a student ambassador for the University of Central Florida's football team

Accounting & Tax Assistant

• Feb 2011 - Apr 2015

Assisted in all office functions including but not limited to; accounting, bookkeeping, payroll, filing, customer service, and general office duties. This was seasonal during tax season. Assisted in all office functions including but not limited to; accounting, bookkeeping, payroll, filing, customer service, and general office duties. This was seasonal during tax season.

Vice President of Administration for the Panhellenic Council

• Nov 2013 - Dec 2014

-Managed all 12 chapter Panhellenic Delegates, as well as the 12 VP of Finance representatives in weekly meeting, and community events. -Serve as the liaison between the Panhellenic Council and the chapter Panhellenic Delegates. -Collaborated with the metro Orlando volunteers and local business in University fundraising projects -Responsible for the general supervision of the University of Central Florida Panhellenic Association’s finances, including those during the Formal Recruitment Process. -Prepare the annual budget and provide a copy to the University of Central Florida’s member sororities. -Receive all payments due to the Panhellenic Association, collect all dues and give receipts. -Responsible for the payments of all bills of the University of Central Florida Panhellenic Association. -Keep an up-to-date roll of the members of the Panhellenic Association. -Maintain a complete and up-to-date file which will include the minutes of the University of Central Florida’s Panhellenic Association meetings, Executive Board meetings, etc. -Serve on the Recruitment Executive Board.

Pass Gate Assistant

• Oct 2013 - Apr 2014

-Serve as first point of contact for in-game performers at Orlando Magic home games -Managed game day security lists and issue appropriate credentials to guests at the Amway Center -Responsible for entering data for the company wide Legendary Playmarker Program – working skillfully in Microsoft Excel -Serve as first point of contact for in-game performers at Orlando Magic home games -Managed game day security lists and issue appropriate credentials to guests at the Amway Center -Responsible for entering data for the company wide Legendary Playmarker Program – working skillfully in Microsoft Excel