Experience

Journeyfront

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager/Trainer

  • Apr 2021 - Present

  I was recruited to a Customer Success role in a startup 40-employee B2B SaaS company focused on helping organizations hire more accurately. I lead clients through onboarding and assist with product guidelines, system imports, timeline expectations, integrations, project management, data gathering, and performance strategy. As the 2nd largest contributor to the company, I oversee client portfolios with a total Annual Recurring Revenue of $250K+. • Provide client training on product uses and capabilities to maximize potential, including assessing new applicants, scoring methods, and analytics. • Develop customer KPI metrics and performance outcomes and apply data analytics to customer understanding and reporting. • Grow personal product knowledge to understand client and product sides and maximize service. • Increase product value by collaborating with the product development team to create new product features inspired by clients’ needs. • Ensure accurate messaging about product capabilities by communicating with sales and marketing teams. • Consistently meet clients’ needs and achieved zero turnover with clients. Show less



DHI Computing Service, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Account Manager

  • Oct 2019 - Apr 2021

  I oversaw existing client accounts for a B2B SaaS company, including top 3 corporate clients. • Supported new projects, upsells, and expansions by coordinating with project managers and clients. • Increased communication between internal departments and vendors by enabling multiple communication channels. • Improved difficult client relationships and reduced attrition by using active listening skills and maintaining frequent communication. I oversaw existing client accounts for a B2B SaaS company, including top 3 corporate clients. • Supported new projects, upsells, and expansions by coordinating with project managers and clients. • Increased communication between internal departments and vendors by enabling multiple communication channels. • Improved difficult client relationships and reduced attrition by using active listening skills and maintaining frequent communication.



Quality Restoration & Renovations

• United States
• Construction

• Project Manager

  • May 2019 - Oct 2019

  I was hired to a project manager role for a fire and water restoration service company. I recruited, hired, and onboarded new technicians. I managed an in-house team of 6 and multiple sub-contractors. • Completed projects within time and project budget parameters by training teams on processes and maintaining timeline and budget scheduling. • Supervised multiple teams of technicians and sub-contractors and delegated assignments based on skills and project needs. • Communicated project timelines and progress updates with clients and insurance companies. • Improved client and team relations and managed expectations by maintaining a frequent presence on the job site. • Streamlined processes by introducing new HR procedures and software products. Show less



Sweeto Burrito

• United States
• Restaurants
• 1 - 100 Employee

• General Manager

  • Jun 2014 - May 2019

  I was originally hired as shift leader and was quickly promoted to assistant manager, then the GM position of 2 restaurant locations. I managed 2 franchise storefronts simultaneously, including hiring, P/L statements, payroll, accounting, and daily operations. I collaborated with the franchise owner and area manager to create operations and inventory processes, an employee handbook, and training materials. • Supported needs of expanding company by creating processes for the entire company in addition to managing the 2 most successful storefronts and supervising 20-30 employees at each store. • Met the needs of a growing staff by developing and delivering new training programs and implementing performance evaluations. • Trained all new general managers for the company on store operations, staff hiring and onboarding, and P/L management. • Decreased attrition by building a work culture of trust and communication and prioritizing the growth and needs of employees, helping them build skills leading to their desired advancement. • Increased revenue and promoted community awareness by partnering with other businesses and organizations. • Led the company in employee retention rates and innovated an employee rewards program. Show less



Better Burger

• United States
• Hospitality
• 1 - 100 Employee

• Company Owner

  • 2014 - 2017

  I co-owned and operated a food truck business with a staff of 6. I performed all business functions of small-business ownership, including hiring, onboarding, training, permitting, operations, purchasing, P/L, and scheduling. I co-owned and operated a food truck business with a staff of 6. I performed all business functions of small-business ownership, including hiring, onboarding, training, permitting, operations, purchasing, P/L, and scheduling.



Heritage School

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Home Manager

  • 2012 - 2014

  I managed a group home for 15 teen girls aged 15-17 with significant physical and mental injuries related to trauma. I supervised and trained a staff of 8 on daily protocols and provided cross-training for employees of other group homes. I supervised staff members in helping clients adjust, adapt, and function in the community. • Implemented wellness plans for each resident and oversaw mental health treatment by coordinating care with social workers, parents, therapists, administrators, and teachers. • Modeled building appropriate relationships with clients to gain trust while maintaining boundaries. • Maintained a positive home environment by using de-escalation methods in high-risk situations. Show less



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Trainer

  • 2011 - 2012

  I was chosen for a selective college program internship. I took initiative to cross-train on various roles in addition to assigned roles. I was quickly promoted to the location trainer role overseeing training for new groups of 4-5 employees each week. I was invited to apply for an elite professional internship program. • Assisted Disney cast members in meeting their potential by providing opportunities to learn new skills. I was chosen for a selective college program internship. I took initiative to cross-train on various roles in addition to assigned roles. I was quickly promoted to the location trainer role overseeing training for new groups of 4-5 employees each week. I was invited to apply for an elite professional internship program. • Assisted Disney cast members in meeting their potential by providing opportunities to learn new skills.