Experience

In Case of Crisis by RockDove Solutions, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Senior Customer Success Manager

  • Jul 2021 - Present

  Developed and maintained a thorough understanding of the In Case of Crisis software as a service platform. Guided new clients through the setup, online training, and software adoption processes. Developed a strong knowledge of the competitive landscape, industry landscape, and assigned clients. Resolved customer inquiries in a professional and efficient manner. Designed numerous processes to aid in the implementation of our software making it easier to learn and adopt. Maintained strong… Show more Developed and maintained a thorough understanding of the In Case of Crisis software as a service platform. Guided new clients through the setup, online training, and software adoption processes. Developed a strong knowledge of the competitive landscape, industry landscape, and assigned clients. Resolved customer inquiries in a professional and efficient manner. Designed numerous processes to aid in the implementation of our software making it easier to learn and adopt. Maintained strong relationships with assigned clients. Met subscription renewal goals. Documented all client interactions in Sales CRM. Represented the company with sound and ethical business practices. Key contributor in moving our service to be a multi-year subscription by building a value-added long-term relationship with my portfolio of clients. Show less Developed and maintained a thorough understanding of the In Case of Crisis software as a service platform. Guided new clients through the setup, online training, and software adoption processes. Developed a strong knowledge of the competitive landscape, industry landscape, and assigned clients. Resolved customer inquiries in a professional and efficient manner. Designed numerous processes to aid in the implementation of our software making it easier to learn and adopt. Maintained strong… Show more Developed and maintained a thorough understanding of the In Case of Crisis software as a service platform. Guided new clients through the setup, online training, and software adoption processes. Developed a strong knowledge of the competitive landscape, industry landscape, and assigned clients. Resolved customer inquiries in a professional and efficient manner. Designed numerous processes to aid in the implementation of our software making it easier to learn and adopt. Maintained strong relationships with assigned clients. Met subscription renewal goals. Documented all client interactions in Sales CRM. Represented the company with sound and ethical business practices. Key contributor in moving our service to be a multi-year subscription by building a value-added long-term relationship with my portfolio of clients. Show less



VOLO

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Services Manager and prior VOLO Village Product Manager

  • Oct 2012 - Jul 2021

  Client Services Manager and prior VOLO Village Product Manager for SaaS platform Client Services Manager: Managed a team of four. Developed, simplified, and executed the implementation process for the company’s newest software/revenue stream called Active Shooter Awareness Program. Managed client needs for all three revenue streams. Troubleshooted issues with clients and managed the link between clients and the developers for all software issues, bugs, and feature enhancements. Displayed… Show more Client Services Manager and prior VOLO Village Product Manager for SaaS platform Client Services Manager: Managed a team of four. Developed, simplified, and executed the implementation process for the company’s newest software/revenue stream called Active Shooter Awareness Program. Managed client needs for all three revenue streams. Troubleshooted issues with clients and managed the link between clients and the developers for all software issues, bugs, and feature enhancements. Displayed mastery of our software to dissect issues vs user error. Developed training videos for each step of the ASAP implementation process, and for the operating system for both other revenue streams, for both clients and staff. Implemented client relation initiatives to increase client satisfaction and client retention. Effectively instituted Client Services as the face of the company for all clients. VOLO Village Product Manager: Succeeded at lead generation and lead management. Researched and developed my entire selling process in great detail, from tone of voice, to all emails sent and phone messages left. Presented Volo’s services in person and online via webinar. Conducted product training and was instituted as the main customer service liaison for VOLO Village. Developed relationship management protocols for client growth and retention of new and existing clients. Researched and showcased at local and national tradeshows and industry related groups to increase penetration of local and national markets. • Developed successful product marketing promotions and email campaigns to self-defined market segments. • Achieved one of the highest sales performances in the company’s history. • Solely managed one of the company’s three main revenue streams that consisted of 750 accounts. Show less Client Services Manager and prior VOLO Village Product Manager for SaaS platform Client Services Manager: Managed a team of four. Developed, simplified, and executed the implementation process for the company’s newest software/revenue stream called Active Shooter Awareness Program. Managed client needs for all three revenue streams. Troubleshooted issues with clients and managed the link between clients and the developers for all software issues, bugs, and feature enhancements. Displayed… Show more Client Services Manager and prior VOLO Village Product Manager for SaaS platform Client Services Manager: Managed a team of four. Developed, simplified, and executed the implementation process for the company’s newest software/revenue stream called Active Shooter Awareness Program. Managed client needs for all three revenue streams. Troubleshooted issues with clients and managed the link between clients and the developers for all software issues, bugs, and feature enhancements. Displayed mastery of our software to dissect issues vs user error. Developed training videos for each step of the ASAP implementation process, and for the operating system for both other revenue streams, for both clients and staff. Implemented client relation initiatives to increase client satisfaction and client retention. Effectively instituted Client Services as the face of the company for all clients. VOLO Village Product Manager: Succeeded at lead generation and lead management. Researched and developed my entire selling process in great detail, from tone of voice, to all emails sent and phone messages left. Presented Volo’s services in person and online via webinar. Conducted product training and was instituted as the main customer service liaison for VOLO Village. Developed relationship management protocols for client growth and retention of new and existing clients. Researched and showcased at local and national tradeshows and industry related groups to increase penetration of local and national markets. • Developed successful product marketing promotions and email campaigns to self-defined market segments. • Achieved one of the highest sales performances in the company’s history. • Solely managed one of the company’s three main revenue streams that consisted of 750 accounts. Show less



Kudja Tripp, Inc.

• Ormond Beach, FL - Pasadena, CA - Hampton, VA

• Consultant with a focus on new businesses and financially distressed businesses

  • Aug 2001 - Jul 2012

  Marketing Established the identity & built the brand of clients/partners. Delivered compelling marketing campaigns through strategic allocation of limited resources. Established relationships with multiple mediums of advertising, including numerous print publications, radio, cable television, and Internet. Monitored the effectiveness & calculated the returns on all advertising campaigns. Held numerous free seminars at local libraries, trade shows, chambers, and other civic clubs and… Show more Marketing Established the identity & built the brand of clients/partners. Delivered compelling marketing campaigns through strategic allocation of limited resources. Established relationships with multiple mediums of advertising, including numerous print publications, radio, cable television, and Internet. Monitored the effectiveness & calculated the returns on all advertising campaigns. Held numerous free seminars at local libraries, trade shows, chambers, and other civic clubs and organizations as a way to generate interest. Developed relationships with local businesses for cross promotions. Developed and managed a website presence for clients. Researched and composed the content of the web-site. Instituted cross marketing promotions on web-sites of other organizations and support groups. Finance Assessed the value of the client and developed recording and filing procedures for all accounting transactions. Coordinated with outside vendors for tax preparation. Evaluated current spending, projected budgets needs, and recommended cutbacks for decreasing spending. Developed financial reporting and monitoring tools. Monitored sales and developed numerous reports to identify trends and opportunities. Streamlined the process time for annual and monthly reporting by completely automating all line items and linking into one master model. Sales Completed multiple sales training seminars and programs. Developed a selling process based on based on proven techniques. Instituted a focused approach, no matter the industry, on building customer relationships and gaining their loyalty and commitment to purchase. Dedicated to being well versed on the products and industries being sold to. Show less Marketing Established the identity & built the brand of clients/partners. Delivered compelling marketing campaigns through strategic allocation of limited resources. Established relationships with multiple mediums of advertising, including numerous print publications, radio, cable television, and Internet. Monitored the effectiveness & calculated the returns on all advertising campaigns. Held numerous free seminars at local libraries, trade shows, chambers, and other civic clubs and… Show more Marketing Established the identity & built the brand of clients/partners. Delivered compelling marketing campaigns through strategic allocation of limited resources. Established relationships with multiple mediums of advertising, including numerous print publications, radio, cable television, and Internet. Monitored the effectiveness & calculated the returns on all advertising campaigns. Held numerous free seminars at local libraries, trade shows, chambers, and other civic clubs and organizations as a way to generate interest. Developed relationships with local businesses for cross promotions. Developed and managed a website presence for clients. Researched and composed the content of the web-site. Instituted cross marketing promotions on web-sites of other organizations and support groups. Finance Assessed the value of the client and developed recording and filing procedures for all accounting transactions. Coordinated with outside vendors for tax preparation. Evaluated current spending, projected budgets needs, and recommended cutbacks for decreasing spending. Developed financial reporting and monitoring tools. Monitored sales and developed numerous reports to identify trends and opportunities. Streamlined the process time for annual and monthly reporting by completely automating all line items and linking into one master model. Sales Completed multiple sales training seminars and programs. Developed a selling process based on based on proven techniques. Instituted a focused approach, no matter the industry, on building customer relationships and gaining their loyalty and commitment to purchase. Dedicated to being well versed on the products and industries being sold to. Show less



Christian Surfers Daytona Beach

• Ormond Beach, FL

• Co-founder and Director

  • Jan 2002 - Dec 2009

  Co-founded a local chapter of Christian Surfers. Instituted and led weekly meetings and Bible studies. Developed and oversaw numerous events throughout the year. Recruited sponsors and coordinated volunteers for the fundraising events. Delegated tasks and managed progress. Co-created marketing material and other promotional items for the events. Led over 200 members and over 100 members at each weekly meetings. Had a positive influence to all members and had guided younger kids to make… Show more Co-founded a local chapter of Christian Surfers. Instituted and led weekly meetings and Bible studies. Developed and oversaw numerous events throughout the year. Recruited sponsors and coordinated volunteers for the fundraising events. Delegated tasks and managed progress. Co-created marketing material and other promotional items for the events. Led over 200 members and over 100 members at each weekly meetings. Had a positive influence to all members and had guided younger kids to make good decisions. Developed, managed and executed three surf video premieres, eight annual Spring Fling and Surf Contests, and other fundraising events. Recruited over 30 sponsors for our main yearly fundraiser, the Spring Fling and Surf Contest. Show less Co-founded a local chapter of Christian Surfers. Instituted and led weekly meetings and Bible studies. Developed and oversaw numerous events throughout the year. Recruited sponsors and coordinated volunteers for the fundraising events. Delegated tasks and managed progress. Co-created marketing material and other promotional items for the events. Led over 200 members and over 100 members at each weekly meetings. Had a positive influence to all members and had guided younger kids to make… Show more Co-founded a local chapter of Christian Surfers. Instituted and led weekly meetings and Bible studies. Developed and oversaw numerous events throughout the year. Recruited sponsors and coordinated volunteers for the fundraising events. Delegated tasks and managed progress. Co-created marketing material and other promotional items for the events. Led over 200 members and over 100 members at each weekly meetings. Had a positive influence to all members and had guided younger kids to make good decisions. Developed, managed and executed three surf video premieres, eight annual Spring Fling and Surf Contests, and other fundraising events. Recruited over 30 sponsors for our main yearly fundraiser, the Spring Fling and Surf Contest. Show less



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Financial Analyst - Attendance Forecasting & Research and International Marketing & Sales

  • May 1999 - Jul 2001

  Analyzed the market potential and forecasted incremental attendance of new company initiatives. Monitored and forecasted attendance for Pleasure Island and WDW Water Parks. Initiated and guided the successful transition of reporting and forecasting for Disney Quest and Cirque. Developed weekly attendance, traffic, off-site occupancy, and variance explanation reports for upper management and other clients. Became a key contributor for all major attendance forecasting processes. •… Show more Analyzed the market potential and forecasted incremental attendance of new company initiatives. Monitored and forecasted attendance for Pleasure Island and WDW Water Parks. Initiated and guided the successful transition of reporting and forecasting for Disney Quest and Cirque. Developed weekly attendance, traffic, off-site occupancy, and variance explanation reports for upper management and other clients. Became a key contributor for all major attendance forecasting processes. • Undertook and managed the five year planning process. Prepared weekly meetings and coordinated with Pleasure Island, WDW water parks, marketing, and other internal staff for line item construction and presentation. Instituted weekly team building activities to increase morale and develop relationships. • Streamlined the process time for AOP and FYP by completely automating all line item models and linking into one master model. Provided quantitative planning and decision support for all international market segments. Integrated detailed knowledge gained through market assessment and thorough understanding of marketing plans and programs with external research. Collaborated with teams to provide meaningful variance explanations. Assisted in the development and coordination of the five-year plan, annual operating plan, forecast, and other key strategic projects. • Co-headed a department-wide initiative to examine and develop an understanding of the relationship between pre-sold admission sales and attendance, and how to utilize the relationship in forecasting and planning. • Built the financial models for analyzing and prioritizing the Walt DisneyTravel Company international expansion. • Developed an automated spreadsheet for the ticket hurdle plan for all international wholesalers. Streamlined process time by 75% for calculating hurdle payments and setting hurdle goals. Show less Analyzed the market potential and forecasted incremental attendance of new company initiatives. Monitored and forecasted attendance for Pleasure Island and WDW Water Parks. Initiated and guided the successful transition of reporting and forecasting for Disney Quest and Cirque. Developed weekly attendance, traffic, off-site occupancy, and variance explanation reports for upper management and other clients. Became a key contributor for all major attendance forecasting processes. •… Show more Analyzed the market potential and forecasted incremental attendance of new company initiatives. Monitored and forecasted attendance for Pleasure Island and WDW Water Parks. Initiated and guided the successful transition of reporting and forecasting for Disney Quest and Cirque. Developed weekly attendance, traffic, off-site occupancy, and variance explanation reports for upper management and other clients. Became a key contributor for all major attendance forecasting processes. • Undertook and managed the five year planning process. Prepared weekly meetings and coordinated with Pleasure Island, WDW water parks, marketing, and other internal staff for line item construction and presentation. Instituted weekly team building activities to increase morale and develop relationships. • Streamlined the process time for AOP and FYP by completely automating all line item models and linking into one master model. Provided quantitative planning and decision support for all international market segments. Integrated detailed knowledge gained through market assessment and thorough understanding of marketing plans and programs with external research. Collaborated with teams to provide meaningful variance explanations. Assisted in the development and coordination of the five-year plan, annual operating plan, forecast, and other key strategic projects. • Co-headed a department-wide initiative to examine and develop an understanding of the relationship between pre-sold admission sales and attendance, and how to utilize the relationship in forecasting and planning. • Built the financial models for analyzing and prioritizing the Walt DisneyTravel Company international expansion. • Developed an automated spreadsheet for the ticket hurdle plan for all international wholesalers. Streamlined process time by 75% for calculating hurdle payments and setting hurdle goals. Show less