Senior Music Director

• Jan 2023 - Present

Podcast Host

• Nov 2019 - Present

Senior Customer Success Manager

• Jul 2019 - Dec 2022

Key Responsibilities: retention of customers, leading Customer Success team, onboarding, capturing measurable customer feedback. Created innovative new onboarding process to that was adopted by senior leadership and rolled out to all customers. Produced marketing emails to help members experience massive value quickly within the product. Created member communication cadence with combination of automated emails, phone calls, in-app messages and communications from within internal… Show more Key Responsibilities: retention of customers, leading Customer Success team, onboarding, capturing measurable customer feedback. Created innovative new onboarding process to that was adopted by senior leadership and rolled out to all customers. Produced marketing emails to help members experience massive value quickly within the product. Created member communication cadence with combination of automated emails, phone calls, in-app messages and communications from within internal CRM. Worked with development team to create tool that helped increase Customer Success productivity and double output. Refined outbound communication efforts to reach more customers than ever before with fewer team members. Successfully completed Customer Success CCSM Level 2 courses and helped lead Customer Success team through successful completion of CCSM Level 1 courses. Led team in shift from Customer Service mindset to a proactive Customer Success approach. Helped improve member retention and improved KPIs. Effective working with multiple teams and C-level executives. Developed all customer-facing Help Desk content in the form of articles, walk-through videos, and blogs to help reduce number of inbound questions for our team and provide immediate self-service answers for customers. Worked across internal teams to improve user experience to include help content directly from within the customer portal. Edited all outbound written content in the form of weekly newsletters across three business units.

Customer Success Manager

• Jun 2016 - Jul 2019

•In charge of retention for memberships for two brands. •Helped hit new company high sales record through promotions and customer awareness •Created process for retaining customers through email and website communications to customers. •Managed two team members and created all onboarding and retention communications.

Sales Marketing Manager

• Jul 2015 - Jun 2016

•Executing sales and marketing strategy •Managing email newsletters, social media and other marketing platforms •Conceptualizing sales & marketing ideas on brand with Igniter’s mission •Analyzing and reporting on sales and marketing objectives •Managing marketing projects to meet milestones

Digital Content Manager

• Apr 2014 - Aug 2015

•Managed rewards and loyalty websites for programs which included Bank of America and Marriott •Created newsletters for customers and wrote press releases •Managed social media and created content calendar for regular posting •Created blog posts to drive traffic to websites through content marketing •Managed rewards and loyalty websites for programs which included Bank of America and Marriott •Created newsletters for customers and wrote press releases •Managed social media and created content calendar for regular posting •Created blog posts to drive traffic to websites through content marketing

Faith and Culture Editor

• Jul 2011 - Apr 2014

•Created curated and edited articles, videos and podcasts to pertinent channels. •Managed social media posts and engagement for company Facebook, Twitter, and Pinterest accounts. •Created content through original interviews that led to the highest traffic content pieces on the platform. •Created curated and edited articles, videos and podcasts to pertinent channels. •Managed social media posts and engagement for company Facebook, Twitter, and Pinterest accounts. •Created content through original interviews that led to the highest traffic content pieces on the platform.

Songwriter, Guitarist, Founding Member

• May 2001 - Jun 2011

•Founding member of Pop/Rock band Addison Road. •Wrote songs such as, "Hope Now" and "This Little Light of Mine” •Managed and grew social media accounts •Founding member of Pop/Rock band Addison Road. •Wrote songs such as, "Hope Now" and "This Little Light of Mine” •Managed and grew social media accounts