Experience

Rinse

• United States
• Consumer Services
• 1 - 100 Employee

• Senior Manager of Customer Experience

  • Jan 2023 - Present

• Manager of Customer Experience

  • Nov 2021 - Jan 2023



Zerocater

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Manager of Customer Success

  • Apr 2018 - Oct 2021

  Manage a team of five that handle 143 clients consisting of $7 million in annualrevenue, including many high profile clients, and ZeroCater's top revenue clients, while leading team through Series B funding ($13M). Own the engagement, adoption, retention, and growth of customers, with a focus on lowering churn, improving NPS and CSAT scores. Analyze data and leverage insights to diagnose and scope larger scale problems, implement recommendations and processes, and track success of those over time. Work cross departmentally and cross regionally on projects and deliverables to improve customer experience/service and anticipate customer's needs. Manage contracts and renewal cycles for all customers. Visit clients regularly to check in on client health and satisfaction, while observing Direct Reports performance on-site.

• Customer Success Specialist, Enterprise

  • Jun 2016 - Apr 2018

  Manage a team of four that handle 53 clients consisting of $2.17 million in revenue, including many high profile clients, and ZeroCater's top revenue clients. I manage the team that builds the experience for larger accounts, while overseeing clients of my own averaging around $600K ARR annually. Provide coaching and direction while ensuring top-notch service is provided. Track KPIs for the Client Success team while acting as an enabler of consistent performance. Conduct frequent 1:1 meetings with direct reportsto set goals and foster professional growth. Proactively and creatively problem solve when any client service issues arise, acting as the first point of escalation for clients managed by direct reports, and for my own managed clients. Work cross-functionally with CS team members in all regions of the business to help plan and execute company-wide projects that move the business forward while maintaining data tracking and process updates. Assist in the hiring of multiple roles on the Client Success team as well as training new hires on CS processes.



SusieCakes Bakery

• United States
• Food and Beverage Services
• 1 - 100 Employee

• District Leader

  • Mar 2014 - Jun 2016

  Manage six bakeries in Northern California area. Oversee sales and budget forall bakeries, assure that goals are being met and operational costs are beingmanaged correctly within each location. Support managers in giving feedbackto team members along with creating development plans for all leaders. Headstaffing and planning for new bakery openings as well as maintain staffingplans for any upcoming movement. Lead finance calls each week with VPOperations to track trends in bakeries and take accountability for alllabor and food cost management. Assure that all bakeries meet or exceedHealth Department standards via Quarterly Assessments. Assure high qualityservice is viewed as top priority by reviewing Secret Shopper reports andconstantly exemplifying high quality service while present in the bakeries.

• General Manager

  • Sep 2010 - Feb 2014

  Managed and developed highest volume bakery in company while successfullyincreasing sales two years in a row while meeting all key metrics. Responsible for allstaffing, recruiting, and training of team members, while managing staff of 15employees. Clear understanding of bakery sales and trends, made adjustments tocosts based on sales forecasts. Represented company at marketing events,managed client relationships while always delivering highest quality service.



Petit Soleil Bed and Breakfast

• San Luis Obispo, California Area

• Guest Service Associate

  • Jun 2008 - Jun 2010