Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• Customer Success Manager

  • Mar 2022 - Present

  ⦁ Manage and ensure successful adoption of the Calabrio One Software Suite for multiple clients. ⦁ Work with sales team to drive upsell opportunities for multiple clients. ⦁ Escalate and manage successful / swift completion of cases. ⦁ Conduct weekly meetings with clients to answer questions, inform of future events, provide product roadmap, and ensure successful adoption of the product. ⦁ Conduct quarterly business reviews (QBRs) to review relationship health, identify upsell opportunities, pinpoint usage gaps, and drive continued customer success. Show less



Radial Inc.

• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Quality Manager

  • Feb 2021 - Mar 2022

  ⦁ Leading a team of over 15 quality analysts spread over 10 clients. ⦁ Created advanced reporting standards on sentiment data, phrase analytics, and call drivers still used by the company.⦁ Organizing and presenting quality data, analytics and high-level feedback to multiple clients on a daily basis.

• Data Analyst

  • Sep 2017 - Feb 2021

  ⦁ Evaluating customer service contacts, reporting analytics to management, running calibrations, hosting agent group huddles, and providing high-level feedback to supervisors.⦁ Over 7000 hours of Calabrio, Microsoft Excel, and Google Suite experience; including evaluating, high-level analytics and troubleshooting backend systems.⦁ Took the lead on several quality-based projects, including overseeing high-level analytics feedback for the entire quality team.

• Customer Service Representative

  • Aug 2011 - Sep 2017

  Took calls, email, and chats for various clients including Keurig and Godiva as a tier 1 representative and later as an Escalations Team representative dealing with escalated customer requests.