Experience

Learning A-Z

• United States
• E-Learning Providers
• 400 - 500 Employee

• Customer Success Manager

  • Mar 2023 - Present

• Associate Implementation Coordinator

  • Jul 2021 - Mar 2023

  Used excellent Emotional Intelligence communication skills to meet customers where they are.• 160 Key Accounts: Customized onboarding and training plans • Spearheaded Auto Rostering for upwards of 550+ schools in the New York City Department of Education• 30/60/90/120-day creation for onboarding Implementation Coordinators• Tenacious collaboration leading monthly meetings with Sales and PL partners • 100% Back-to-School and MBO goals accomplished• Led live, online webinars for administrators and teachers• Recognized the need for a knowledgebase. Led the creation, training, and maintenance of the SharePoint site with a team of two. Site includes all documentation, processes, policies, and FAQs that are used by Implementation Coordinators, Sales, and PL partners.• Identified gaps in Implementation’s ability to find existing bugs. Collaborated with engineering and customer service and developed a system to put all teams on the same page. Show less

• Customer Service Team Lead

  • Mar 2021 - Jul 2021

  Utilized exceptional interpersonal skills and strong understanding of customer service best practices to lead a team of 20-100 virtually.• Maintained a CSAT score of 3.63/4• Identified areas for improvement. Developed and implemented action plans that addressed them• Liaised with other departments to ensure customer inquiries were addressed in a timely manner• Served as escalation point for Customer Success Specialists and resolved issues with strong emotional intelligence skills• Supported whole group training with specific attention to non-tech savvy contractors, bringing them up to speed on crucial technology skills needed to wow our end users• Monitored customer service standards, processes and procedures, and staff performance. Provided weekly feedback, escalating to CS Manager when needed. Show less

• Customer Service Representative I & II

  • Jul 2017 - Mar 2021

  Delighted in being the face of the Learning A-Z customer experience. Delivered effective, efficient, and empathetic support to ensure each customer felt seen, valued, and heard.• Three out of four years New Contractor Season Lead. Coached, trained, and mentored between 50-75 contractors per season. Onsite and virtually.• Achieved an impressive CSAT Score of 3.63/4.• Founder and Editor of the Learning A-Z Customer Service Newsletter. Publishing one newsletter per month. Won the Social Butterfly Award for this initiative. • Used invaluable long-term relationship building skills to upsell products and sell one to four licenses to schools, teachers, and parents daily• Applied extensive knowledge of Learning A-Z's processes and products to ensure customers’ stated needs were met and orders processed in a timely manner Show less



Various LLCs

• New Mexico, United States

• Personal Assistant

  • Jan 2013 - Present

  Newsletter creation Planning and executing events for 50-100 people Scheduling appointments Organizing homes & offices Social Media management Budgeting Newsletter creation Planning and executing events for 50-100 people Scheduling appointments Organizing homes & offices Social Media management Budgeting



Unity Of Tucson

• United States
• Religious Institutions

• Youth and Family Ministry Director

  • May 2018 - Nov 2021

  Promoted the integration of Pre-K - 12th youth into the full life of the Unity congregation. • Created curricula for all classes • Taught weekly in classes – all ages • During the three years in this position, directed the team of teachers • Provided work and service projects for mid-school and high school youth • Worked in partnership with Senior Minister to improve the church’s culture towards youth and to bring in more families • Planned Youth Retreats for 50-200 high school age students Show less



Private Family

• Santa Fe, New Mexico, United States

• Professional Nanny & Homeschool Teacher

  • Jan 2015 - Jul 2017

  Provided a safe, stimulating, and nurturing environment for four elementary age children. • Utilized age-appropriate lesson plans that met the educational standards of New Mexico and were tailored to each child’s individual needs • Monitored and evaluated the children’s academic progress • Planned and led activities that were educational and entertaining • Managed the children’s daily schedules and routines • Provided emotional support and guidance to the children Provided a safe, stimulating, and nurturing environment for four elementary age children. • Utilized age-appropriate lesson plans that met the educational standards of New Mexico and were tailored to each child’s individual needs • Monitored and evaluated the children’s academic progress • Planned and led activities that were educational and entertaining • Managed the children’s daily schedules and routines • Provided emotional support and guidance to the children



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Disney College Program Internship

  • Sep 2013 - Jan 2014

  Obtained world class customer service skills in the world’s premier entertainment and hospitality company. • Contributed to the success of the Walt Disney World Resort by providing exceptional guest service and creating magical experiences for visitors of all ages • Applied strong customer service skills and understanding of the Disney culture and brand to ensure exceptional experiences for all guests • Excelled in teamwork and communication, prioritization, and problem solving while in a high-stress environment • Performed in a fast-paced environment working in Magic Kingdom and Epcot as a Food & Beverage Cast Member Show less