Experience

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  RentRedi

  • Head of Support

    • Mar 2023 - Present

    Led, inspired, and developed a cross-functional Cx team to achieve their full potential, while driving organizational effectiveness that ensures the highest possible client satisfaction and act as the customer voice internally:• Achieved an annual customer retention rate of 91% and reduced monthly churn from 4.1% to below 2% in 9 months.• Standardized KPIs and upskilled direct reports, resulting in industry-leading metrics: 90+% CSAT, 58s FRT, and 82% FCR.• Expanded the Cx team by 66% overseeing a 200% growth in subscribers within a year.

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  Corpay One

  • Remote

  • Customer Experience Manager

    • May 2021 - Mar 2023
    • Remote

    Proactively led and managed a senior-level leadership team that focused on metric-driven performance and usage data, pursuing continuous improvement in our strategic approach to innovation, client satisfaction, and performance targets:• Scoped and executed a Voice of the Customer program, building community, informing the product roadmap decisions, and improving activation by 13%.• Defined user personas and mapped customer journeys for better product positioning and reduced preventable churn by 18%.• Optimized support's tooling resulting in a 50% reduction in resolution time and expanding self-serve offerings.• Implemented user metric campaigns to measure sentiment throughout the customer journey: Customer Entry, Customer Effort, Net Promotor, Product Market Fit, & Exit Scores

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  brightwheel

  • United States
  • Education Administration Programs
  • 300 - 400 Employee

  • Customer Operations Analyst

    • Sep 2018 - May 2021

    Built the support function from the ground up centering the customer experience and prioritizing scalability:• Applied Learning Management Systems to restructure support content for a 3x increase in self-serve resolutions.• Leveraged a data-driven approach to upskill direct reports, resulting in a 57% reduction in secondary support inquiries.• Spearheaded the COVID-19 retention efforts resulting in less than a 0.15% increase in churn during lock-downs.

  • Customer Support Representative

    • Aug 2017 - Sep 2018

    • Drastically restructured the data ingestion process by automating triage saving 2.5hrs per week and capturing 100% of file submissions• Created conversion macros for our top competitor’s exports, reducing the processing time down from 2.65 days to 0.64 days• Updated and restructured the customer-facing knowledgebase, increasing our SEO score for these articles and increasing auto-resolved cases by 3x• Created our first SOP for content launches to better align content shipment with feature releases decreasing support inquiries and increasing customer adoption • Cross-functionally developed best practices for seasonal customers to reduce churn

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  Pro-Accountant Plus

  • Remote

  • Partner

    • Aug 2014 - Oct 2018
    • Remote

    • Online back office solution for small to mid-sized companies• Specialize in automating work processes to increase efficiency and decrease operation costs• Proved human resource support (payroll, scheduling, recruitment, interviewing, onboarding, etc.)• File industry specific taxes on behalf of company• Your EXCEPTIONAL back office support Team!

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  SamCart, LLC

  • Remote

  • Technical Support

    • Dec 2016 - Jul 2017
    • Remote

    • Business Liaison, articulate IT terminology to those who do not understand SaaS platforms• Strategic implementation of new solutions• Point of contact between development and businesses• Improve communication and collaboration • Content creation and management• Facilitated conversation on social media

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  ShopKeep

  • Portland, Oregon Area

  • Customer Care Adviser

    • Aug 2015 - Dec 2016
    • Portland, Oregon Area

    • Assisted small business owners with technical support as a member of an exclusive team of high performers replying to merchant concerns largely through email for two separate apps• Acted as custodian of the Community forum by approving new members, reviewing and replying to customer posts, flagging inappropriate content, and create and post original content• Created internal training content - One specifically for senior advisors to quickly duplicate credit card charges on a merchant account, saving .5+ hrs per occurrence• Promptly researched and responded to Better Business Bureau complaints• Maintained above average metrics within 2 weeks of employment and throughout

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  Tac-One Security Incorporated

  • Portland, OR

  • Office Manager

    • Nov 2014 - Aug 2015
    • Portland, OR

    • Implemented electronic scheduling and timekeeping - saving 10 hrs/week of Admin time• Automated payroll by partnering with Pro Accountant Plus - Saving 25 Hrs/payroll cycle• Execute all back-office work, such as accounts payable & receivable, payroll, invoicing, etc.• File industry specific taxes on behalf of company• Manage front of house operations and office maintenance

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  Compliance Assurance Services

  • Remote

  • Client Services Coordinator

    • Apr 2014 - Aug 2015
    • Remote

    • Audited personnel files for trucking companies to ensure compliance with DOT and FMCSA regulations• Coordinated verification processes using web-based applications, such as E-Verify, JJ Keller Encompas, ApplicantPRO, Victig, and several mobile applications• Collaborated with government and private companies to ensure proper document storage and creation of qualification files for all drivers• Implemented workflow structure to ensure quick and accurate creation of accounts and driver qualification files• Communicated with client contacts regularly to keep driver qualification files complete and up to date

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  Starboard Cruise Services

  • Celebrity Summit

  • Promotional Ambassador

    • Aug 2013 - Feb 2014
    • Celebrity Summit

    • Managed a promotional team consisting of 6 team members.• Collaborate with the rest of the management team to plan, market, and execute all of the special onboard shopping promotions that take place throughout each cruise.• Send fiscal reports each night to head office outlying which promotions took place, how it was marketed, and how much revenue it brought in.• Tracked stock counts, recorded damages, and reported known theft to head office.• Created and distributed marketing materials to targeted demographics.• Hosted events with high enthusiasm and exceptional customer service.

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  Eddie Bauer

  • Portland, Oregon

  • Sales Associate

    • Aug 2012 - Aug 2013
    • Portland, Oregon

    • Provided outstanding customer service, surpassing individual sales goals (December Employee of the Month, January Top Ranked Sales)• Executed visual updates and seasonal floor sets• Drove store CRM efforts via the "Eddie Bauer Friends" loyalty and credit card programs

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  Associated Students of Portland State University

  • Portland, OR

  • Student Fee Committee Member

    • Jul 2012 - Apr 2013
    • Portland, OR

    • Liaised to the heads of Student Legal Services, Student Leaders for Service, and Student Activities and Leadership Program, giving them timely updates about current stages in the fee-setting process • Worked to reform the operations of childcare funding on campus so that it might better meet the needs of its targeted demographic.• Evaluated reserve requests made by fee-funded areas during incidences of financial need. Ensured that the funding of reserve requests was consistent with need, procedure, and best practices. • Appraised and adjudicated the proposed budgets of fee-funded areas for the next fiscal year. Revised budgets so that they might 1) reflect actual levels of service usage, 2) not duplicate preexisting services within the University infrastructure, 3) not include funding for activities/programming inappropriate for the incidental fee

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  Barnes & Noble

  • Bookseller

    • Feb 2011 - Sep 2011

    • Engaged with customers interested in the Nook and related products• Trained in all areas of the store (stocking, cafe, cashiering) to broaden my knowledge and usefulness• Exercised my knowledge of not only the Nook, but books, magazines, comics and more.

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  Super 8

  • Kennewick, WA

  • Night Auditor

    • Feb 2011 - Sep 2011
    • Kennewick, WA

    • Audited the daily guest ledger of the hotel to verify and balance entries.• Investigated and corrected any discrepancy that showed in my reports.• Created a daily deposit and ensured the correct starting cash amount at the front desk. • Acted as the hotel front-desk clerk during night hours, including: checking guests in and out, taking reservations by phone, and providing services such as filling requests. • Respond to complaints from guests about noise or room conditions.

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  Garfield County Public Hospital

  • Pomeroy, WA

  • Administrative Assistant

    • Jun 2010 - Feb 2011
    • Pomeroy, WA

    • Maintain an efficient office environment by providing administrative, secretarial and clerical support. • Answer phones and transferred to the appropriate staff member, took and distributed messages, maintained office filing and storage systems, updated and maintained databases such as mailing lists, contact lists, and client information. • Created standardized documents, reports, and forms.

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  Columbia Basin Racquet Club

  • Richland, WA

  • Kids Club Associate

    • Oct 2008 - Oct 2010
    • Richland, WA

    • Observed and monitored children's play activities and keep records on individual children, including daily observations and information about activities, meals served, and medications administered. • Instructed children in health and personal habits such as eating, resting, and toilet habits. • Organized and participated in recreational activities, such as games and scavenger hunts. • Billed for hours of service.

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  Garfield County Public Hospial District

  • Pomeroy, WA

  • Certified Nursing Assistant

    • May 2008 - Aug 2008
    • Pomeroy, WA

    • Provided patients' personal hygiene by giving bedpans, urinals, baths, shampoos, and shaves, assisting with travel to the bathroom and assisted with showers and baths. • Helped provide activities of daily living by assisting with serving meals, feeding patients as necessary, ambulating, turning, and positioning patients.• Helped to maintain patient stability by checking vital signs and weight, testing urine; recording intake and output information. • Insured residents comfort by utilizing resources and materials, transporting patients, answering patients' call lights and requests, reporting observations of the patient to nursing supervisor.• Documented actions by completing forms, reports, logs, and records, and maintained work operations by following policies and procedures, as well as protecting the organization’s value by keeping patient information confidential.