Experience

Fluence

• United States
• Horticulture
• 100 - 200 Employee

• Director of Customer Success

  • Jan 2020 - Present

  Led and implemented global strategy, vision, policy, exceptions, and escalations for the entire Fluence By Osram Customer Success Org.

• Customer Experience Manager

  • Sep 2015 - Jan 2020

  Streamlining, automating, optimizing, and improving all client touch points and interactions for customers interested in vertical farming, cannabis cultivation, and greenhouse lighting optimization.



NCSOFT West

• United States
• Computer Games
• 700 & Above Employee

• Billing and Accounts SME

  • 2010 - May 2015

  Supervisor and escalation point of contact for a team of payment and account representatives. Developed self service and knowledge base strategy for a user base numbering in the millions. Prepared and provided training for in-house and outsourced staff. Provided daily departmental reports to senior management. Supervisor and escalation point of contact for a team of payment and account representatives. Developed self service and knowledge base strategy for a user base numbering in the millions. Prepared and provided training for in-house and outsourced staff. Provided daily departmental reports to senior management.



Manticore Technology

• Customer Success Manager

  • 2009 - 2010

  The Customer Success Manager was responsible for the technical on-boarding and continued success of all assigned clients using the Manticore Technology marketing platform. The Customer Success Manager was responsible for the technical on-boarding and continued success of all assigned clients using the Manticore Technology marketing platform.



Planet Ace Technology

• Card Room Manager

  • 2001 - 2009

  Oversaw and managed all daily card room operations. Including but not limited to: conducting community Q&A sessions, communicating new web site features, developing promotions, content management, staff schedules, new employee orientation, customer service, and public relations. Oversaw and managed all daily card room operations. Including but not limited to: conducting community Q&A sessions, communicating new web site features, developing promotions, content management, staff schedules, new employee orientation, customer service, and public relations.



Texas Health Quality Alliance

• Technical Services Representitive

  • Mar 1999 - Jan 2002

  Provided end user technical support to the Texas Department of Health's data warehouse. Provided end user technical support to the Texas Department of Health's data warehouse.



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Care

  • 1998 - 2000