Experience

Life is Tech! USA - Creators of Disney Codeillusion

• United States
• E-learning
• 1 - 100 Employee

• Manager of Customer Success

  • Jan 2022 - Present

  Manages the Customer Success Team Responsible for devising and executing a winning customer experience strategy for the K-12 education market in all key territories. Set the overall vision for the customer success department by refining customer experience and value realization leading to customer satisfaction, retention, expansion, and loyalty. Set OKRs and KPIs for department execution, delivering on metrics for onboarding, adoption, retention, product implementation, and reducing churn. Development of CS team including hiring, coaching, performance monitoring, and meeting for weekly 1 on 1's. Responsible for renewals and expansions: maintaining a growth mindset for expansion and upsell opportunities and training of CS team in a growth mindset. Drove change and improvement initiatives for the CS team and worked collaboratively with the Product Development Team. Performed SWOT analysis for the CS team and spearheaded strategies to become more proactive rather than reactive. Serves as the voice of the customer to the product development team and executive business team to drive priorities for product enhancements. Implemented new CS tools: ChurnZero, Nutshell, and Zendesk to provide organization and best practices for the team. Brought in the highest revenue expansion and upsells to achieve business growth. Show less



VHS Learning

• United States
• E-Learning Providers
• 1 - 100 Employee

• Account Manager

  • Dec 2020 - Jan 2022

  Build partnerships with school administrators, counselors, and teachers.Manage school accounts to ensure high levels of student participation, administration satisfaction, and education success. Communication of both written and oral proposals to increase business.Manage approximately 100 accounts worth over a million (highest on the team).Most upsell revenue on the team.Maintained a 92% retention rate year over year.

• Web Content Coordinator for Curriculum and Instruction

  • Apr 2018 - Dec 2020

  Triage web content issues, prioritize tickets and effectively communicate with department heads.Cross-team collaboration: daily communicating with staff to prioritize changes needed in online courses. Course modification: edit HTML to resolve image or formatting issues, also applying style sheets to improve course appearance. Run daily reports to enhance the quality of our services between teachers and staff.Skills: Excel, Microsoft Office, also similar Google-based applications, and HTML/CSS. Show less



Ardent Media Design

• Information Technology & Services
• 1 - 100 Employee

• Salesperson

  • 2012 - 2016

  Sales; contacted prospective customers and closed sales of web products and services. Won highest account revenue. Managed project delivery to remain on scope and within budget. WordPress editing and content management including some HTML. Supported marketing initiatives across print, social media, and digital deliverables. Liaising between internal creatives and clients to ensure customer satisfaction. Sales; contacted prospective customers and closed sales of web products and services. Won highest account revenue. Managed project delivery to remain on scope and within budget. WordPress editing and content management including some HTML. Supported marketing initiatives across print, social media, and digital deliverables. Liaising between internal creatives and clients to ensure customer satisfaction.



Ambassador Christian Academy

• United States

• Middle School Teacher

  • 2009 - 2012

  Taught Rhetoric, Logic, Science and Math. Teaching experience dates back to 2000 which includes coaching Basketball and Track. Served on the marketing committee and gave presentations to parents on value of the school; created strategies to increase enrollment. Taught Rhetoric, Logic, Science and Math. Teaching experience dates back to 2000 which includes coaching Basketball and Track. Served on the marketing committee and gave presentations to parents on value of the school; created strategies to increase enrollment.