HubSpot Implementation Specialist

• May 2023 - Present

Senior Customer Support Specialist

• Jul 2022 - May 2023

Exceled consistently with metrics; received recognition for top units of work for my team in 2022. Last year, overall metrics were 14.4 average units of work with a goal of 14.0 units and 94 CSAT average with a goal of 85Collaborated with Product Experts as a Sales Specialist and an Email Specialist to decrease JIRA attach rate, circumvent product issues, and anticipate questions with new product featuresAs the team’s Culture and Engagement DRI, planned and executed regular team meetings, daily Slack discussions, and quarterly events to foster an inclusive and collaborative team culture Show less

Customer Support Specialist

• Jun 2021 - Jul 2022

Received recognition as Q4 2021 and Q1 2022 Top Performer amongst a team of 15 Support Specialists and Q1 2022 3rd Place Performer for the West Coast Customer Support group of 60 team membersOwned over 20 different customer-facing interactions a day that included working complex problems, while seeking repeatable, future-proof, and ingenious solutionsDeveloped a consistent, successful metric attainment strategy now adopted by other team membersManaged a strategic support initiative as a SQL DRI, increasing monthly team SQLs submitted from 16 in September 2021 to 46 in June 2022 ($18,758.53 closed MRR)Worked cross-functionally between three teams to optimize a product feature, decreasing ticket resolution time and increasing customer satisfaction Show less

Frontline COVID-19 Lead Screener

• Sep 2020 - Jun 2021

Lead the implementation and communication of rapidly evolving standard operating procedures (SOPs) that contribute to the health and safety of visitors and fellow frontline providers in a major metropolitan hospital Engage and educate vulnerable patient and family visitors with compassion and empathy throughout frequent, protracted workforce and personal protective equipment shortages Promoted to lead screener within 6 weeks, responsible for developing and disseminating SOPs and training best practices and managing new hire scheduling Show less

Lead Veterinary Assistant

• Feb 2019 - Jul 2020

Oversaw the responsibilities and standards of a team of 7 outpatient veterinary assistants, which included new hire onboarding and leading best practices trainings Led a team that generated 3x greater profit than all other teams during the coronavirus pandemic. In a highly collaborative teamwork environment, provided high-quality services to a variety of animal species in both general and emergency care settings Oversaw the responsibilities and standards of a team of 7 outpatient veterinary assistants, which included new hire onboarding and leading best practices trainings Led a team that generated 3x greater profit than all other teams during the coronavirus pandemic. In a highly collaborative teamwork environment, provided high-quality services to a variety of animal species in both general and emergency care settings

Customer Service

• Apr 2018 - Oct 2019

Created a welcoming environment that encouraged all customers to enjoy the outdoors by leveraging expert-level listening and communication skills to understand, engage, and personalize customers’ experiences. Established and maintained customer loyalty through transparent recommendations and my passion for wilderness activities Proactively managed customer expectations and consistently achieved positive customer feedback throughout my tenure Created a welcoming environment that encouraged all customers to enjoy the outdoors by leveraging expert-level listening and communication skills to understand, engage, and personalize customers’ experiences. Established and maintained customer loyalty through transparent recommendations and my passion for wilderness activities Proactively managed customer expectations and consistently achieved positive customer feedback throughout my tenure

Seasonal Park Services Technician

• May 2018 - Jan 2019

Maintained park appearance to maximize guest enjoyment through general maintenance including fence work, trash removal, and cleaning. Maintained park appearance to maximize guest enjoyment through general maintenance including fence work, trash removal, and cleaning.

Veterinary Technician

• Aug 2014 - Mar 2018

Supported veterinarians in providing high-quality pet care utilizing low stress handling practices Communicated effectively with clients and collaborated with team members to build a holistic treatment plan. Oversaw and maintained clinic-wide OSHA compliance standards through monthly inspections and regular trainings Overhauled documentation process for safety data sheets (SDS) and the chemical inventory list Supported veterinarians in providing high-quality pet care utilizing low stress handling practices Communicated effectively with clients and collaborated with team members to build a holistic treatment plan. Oversaw and maintained clinic-wide OSHA compliance standards through monthly inspections and regular trainings Overhauled documentation process for safety data sheets (SDS) and the chemical inventory list

Sales Associate

• Jul 2012 - Dec 2013

Consulted with customers to determine needs and find best-fit items. Consulted with customers to determine needs and find best-fit items.

Cashier/Delivery Driver

• Nov 2011 - Jul 2012

Managed orders accurately in a fast-paced environment and performed deliveries when needed. Managed orders accurately in a fast-paced environment and performed deliveries when needed.

After School Counselor

• Aug 2008 - Jun 2010

Engaged elementary-aged children by creating a fun, safe, and interactive learning environment. Engaged elementary-aged children by creating a fun, safe, and interactive learning environment.