Experience

MedScout

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2023 - Present

  Remote



Bird Buddy

• Slovenia
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Community Experience Manager

  • Apr 2023 - Sep 2023

  · Develop and implement strategies to enhance customer experience and satisfaction, including help base revamping and implementation of customer feedback systems · Kickstarter Campaign Manager and owner of pledge communication, supporting thousands of campaign backers through a successful campaign of over $3 Million · Analyze customer feedback and data to identify trends and opportunities for improvement in the customer experience · Lead cross-functional teams to execute community… Show more · Develop and implement strategies to enhance customer experience and satisfaction, including help base revamping and implementation of customer feedback systems · Kickstarter Campaign Manager and owner of pledge communication, supporting thousands of campaign backers through a successful campaign of over $3 Million · Analyze customer feedback and data to identify trends and opportunities for improvement in the customer experience · Lead cross-functional teams to execute community experience initiatives and projects, ensuring alignment and collaboration across departments · Brand copywriting and email automation across platforms in Klaviyo, Facebook and our app

• Community Engagement

  • Feb 2023 - Apr 2023



Yardzen

• United States
• Design Services
• 100 - 200 Employee

• Customer Success Manager of Escalations

  • May 2021 - Dec 2022

  Remote · Lead the development and execution of a comprehensive training program for the Escalations Team to ensure consistent and effective handling of client issues · Launched and owned the creation of an Escalation Team, seeing a need for customer retention and organization within the company while managing a team of 6 direct reports · Identify and analyze key metrics to measure the effectiveness of the escalation management system and make data-driven recommendations for improvement ·… Show more · Lead the development and execution of a comprehensive training program for the Escalations Team to ensure consistent and effective handling of client issues · Launched and owned the creation of an Escalation Team, seeing a need for customer retention and organization within the company while managing a team of 6 direct reports · Identify and analyze key metrics to measure the effectiveness of the escalation management system and make data-driven recommendations for improvement · Developed and implemented an escalation management system to effectively handle client issues with empathy and careful project management and minimize customer churn · Collaborated with cross-functional teams to identify patterns and root causes of escalated issues, and implement solutions to prevent future escalations · Identified areas of improvement in the escalation management process and implement enhancements to increase efficiency and effectiveness

• Account Manager

  • Dec 2020 - May 2021

  Remote · Responded promptly and professionally to customer inquiries via phone, email, and live chat, ensuring high levels of customer satisfaction · Acted as the primary point of contact, ensuring exceptional client experiences and high levels of customer satisfaction · Conducted regular account reviews, identifying challenges, opportunities, and areas for improvement, and implementing strategic adjustments accordingly

• Community Manager

  • Jun 2020 - Dec 2020

  Remote · Developed and maintained a comprehensive knowledge base, empowering customers to find solutions independently and reducing support ticket volumes · Established rapport with customers, building trust and loyalty through personalized interactions and consistent follow-ups on their concerns



Unsettled

• Hospitality
• 1 - 100 Employee

• Head of Community & Admissions

  • Nov 2018 - May 2020

  Remote · Department Head and primary interviewer for applicants, implementing new tracking systems and follow-up automations to close revenue and sales cycle · Developed and implemented a training program for the admissions team to ensure consistent and effective interview and admissions processes, resulting in a 30% decrease in the time required to close the sales cycle · Implemented a data-driven approach to improve participant retention rates by analyzing participant satisfaction surveys… Show more · Department Head and primary interviewer for applicants, implementing new tracking systems and follow-up automations to close revenue and sales cycle · Developed and implemented a training program for the admissions team to ensure consistent and effective interview and admissions processes, resulting in a 30% decrease in the time required to close the sales cycle · Implemented a data-driven approach to improve participant retention rates by analyzing participant satisfaction surveys and making data-informed decisions · Sole owner of all team Support inboxes, improving response time metrics by 80% within first month · Designed and implemented a comprehensive onboarding program for new participants, resulting in a 50% increase in participant satisfaction and retention rates

• Global Community Manager

  • Aug 2018 - Nov 2018

  Remote

• Admissions Associate

  • Apr 2018 - Aug 2018

  Remote · Coordinated and conducted candidate interviews, assessing their suitability for the Unsettled program, and providing valuable insights to the company · Conducted follow-up communications with admitted participants, addressing concerns, and ensuring a smooth transition into the program



Zen Planner

• United States
• Software Development
• 1 - 100 Employee

• Onboarding Coach

  • Dec 2017 - Apr 2018

  Denver, Colorado, United States · Develop and deliver customized onboarding plans for new customers to ensure successful adoption and utilization of the Zen Planner software · Identify areas of improvement in the onboarding process and develop strategies to enhance customer satisfaction and success · Collaborate with the product team to identify and prioritize new features and enhancements based on customer feedback and market trends · Establish and maintain strong relationships with customers to ensure their ongoing… Show more · Develop and deliver customized onboarding plans for new customers to ensure successful adoption and utilization of the Zen Planner software · Identify areas of improvement in the onboarding process and develop strategies to enhance customer satisfaction and success · Collaborate with the product team to identify and prioritize new features and enhancements based on customer feedback and market trends · Establish and maintain strong relationships with customers to ensure their ongoing satisfaction and success with the Zen Planner software · Serve as a liaison between the customer and the product development team to communicate customer needs and provide feedback for product improvements · Simultaneously balance two positions to fulfill open needs in both teams (Customer Advocate and Onboarding Coach)

• Customer Advocate

  • Feb 2017 - Apr 2018

  Denver, Colorado, United States · Consistent high performer in heavy volume of inbound technical support questions via phone, chat and email · Collaborated cross-functionally with engineering and product teams to diagnose and resolve technical issues and complete bug write-ups · Supported clients through payment processing and third party integrations · Promoted to Onboarding Coach



Urban Vet Care

• United States
• Veterinary Services
• 1 - 100 Employee

• Client Services Representative / Vet Assistant

  • Jul 2016 - Jul 2017

  Denver, Colorado, United States



South Loop Animal Hospital

• United States
• Veterinary Services
• 1 - 100 Employee

• Customer Associate / Vet Assistant

  • Oct 2015 - Jun 2016

  Chicago, Illinois, United States



Yelp

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Account Executive

  • Feb 2015 - Sep 2015

  Chicago, Illinois, United States



NBCUniversal, Inc.

• United States

• Campus Brand Representative

  • 2011 - Jul 2014

  Purdue University, Indiana, United States Purdue University campus representative for NBCUniversal media, marketing and events.



Nanette Lepore

• Retail Apparel and Fashion
• 1 - 100 Employee

• Public Relations and Retail Intern

  • May 2013 - Jul 2013

  New York, New York, United States



Comcast Headquarters

• Retail/Digital Marketing Intern

  • May 2012 - Aug 2012

  Philadelphia, Pennsylvania, United States