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Work Background
Ignite ReadingHubSpot Administrator
Oct. 2023Remote · Remote
Lavu Inc.Revenue Operations Manager
Oct. 2022 - Oct. 2023Tampa, Florida, United StatesAs Revenue Operations Manager, I develop and execute strategies for Marketing, Sales, and Success operations to engage our total addressable market of one million merchants in SMB, mid-market, and enterprise segments. Notable accomplishments include: - Successfully transitioning our entire Go-To-Market function from Salesforce to HubSpot within 3 months.
- Increasing sales by 35% month-over-month by introducing an integrated Deal Desk tool (RevOps.io) and rebuilding and optimizing our New Business Sales Strategy.
Improving our data collection process using Formstack and Chargebee, resulting in a 40% reduction in new sale 30 Day churn.
- Reducing our customer onboarding time from an average of 48 days to under 21 days by implementing a custom-built Professional Services Deal Pipeline and Ticketing system. - Strengthening our position as #1 in Customer Satisfaction by launching a series of value-adds for our Customer Success teams, including a new phone system, Survey reporting, integrated SMS and live chat, and chatbots.
- Saving over 30% in lost revenue and churn by integrating our Product data with Amazon S3 and Hightouch.io, providing greater visibility to our Retention teams. Overall, I am committed to driving growth and optimizing operations to deliver exceptional customer experiences.
Turning Paige ImagesDirector of Operations, Video and Aerial
Sep. 2022Remote
HubSpot Super AdminSprocketeer
Mar. 2022We are sprocketeers looking to level up our HubSpot + RevOps chops.
We fight obscurity with clarity & bleed orange Unicorn blood! #hubverse
SendlaneImplementation Manager
Dec. 2021 - Sep. 2022Tampa, Florida, United StatesSendlane is revolutionizing the SMB E-Commerce space with its innovative platform that combines insights with top-notch deliverability and world-class customer support from Day 1. As an Implementation Manager, my role revolves around Day 1 to 45 of our larger clients joining our ecosystem. I ensure a quality experience that gains value from every step and makes our platform work for the customer. I lead discovery, training, and work behind the scenes to ensure a seamless experience that allows e-commerce merchants to relax and see their investment in us grow their business 10 fold in weeks, not months or years. Key Achievements in this role:
- Delivered Average time to value of less than 45 days for new ICP clients in the first 90 days
- Achieved a personal NPS score of 9.6 in the first 90 days with over 35 onboardings completed.
- Worked closely with the Implementation team to drive the standardized process of Onboarding, including implementation of AffinityCanvas software to streamline client-manager communication - Worked closely with Product, Engineering, Marketing, and the larger Customer Success Org to provide feedback on early product suggestions and alpha and beta products, creating a seamless launch for our clients.
Masonite®Product and Installation Support Lead
Oct. 2020 - Dec. 2021Greater Tampa Bay AreaMasonite is on the threshold of what's next and excited to launch our newest campaign - Doors that Do More! As a vocal leader in multiple innovation-driven project teams, I have been responsible for giving insight and direction into Customer Facing Collateral, building frameworks for Customer Service and Support, and leading the way with a documentation-first mindset. Focused growth on consumer-facing systems means building an enterprise-ready Customer Relationship Management System through software like Salesforce, Microsoft Dynamics, and HubSpot. I drove the direction we took our CRM Platforms to help enable greater use across all of the business units including pre-sales teams such as Marketing, Builder Sales, and Product Leadership. I focused most of my attention on applications of CRM software in Post Sale Groups, such as installation, customer support, order enablement, warranty control, and field service. Key Achievements:
- Developed the company’s first B2C Customer Experience team to launch the First Integrated Smart Door
- Created a unique training platform for Tier 1 & 2 Agents to onboard in 45 days
- Delivered a business-driven CRM Platform to capture key Customer Data reducing registration completion time by 75% and increasing data quality by 65%
- Worked closely with Digital and Engineering teams to direct app based development around the Customer Experience
All Point POSTechnical Consultant
Mar. 2020 - May. 2020Sarasota, Florida, United StatesHelped explore options for the Service Desk with Salesforce, Accelo, Slack, Microsoft Office and Jira (Confluence)
Upserve, a Lightspeed CompanySenior Customer Implementation Specialist
Oct. 2019 - Mar. 2020Sarasota, Florida AreaAs a Senior Implementation Specialist - Installations we are primarily responsible for assisting our Merchants and Implementation Project Managers with getting our customer's hardware installed on time and set up for success, ensuring restaurants' smooth transition onto the Upserve platform. We additionally step in to help with the configuration and programming of menus in our point of sale, point of sale training, and migration of payment processing. Key Achievements in this role include:
- Shrunk Technical Hardware installation timeframes by 85% through thoughtful prerequisites built into Salesforce
- Fostered direct relationships with VIP and Enterprise Clients to assist in large scale implementations
- Delivered Third Party Installation success rates by 65% by building custom documentation to streamline and standardize the installation process
- Completed 95% of onboarding projects within a 45-day timeline, with 65% completed within 30 days of signing.
Upserve, a Lightspeed CompanyCustomer Implementation Specialist
Jul. 2019 - Oct. 2019Sarasota, Florida AreaAs an Implementation Specialist - Installations we are primarily responsible in assisting our Merchants and Implementation Project Managers with getting our customers hardware installed on time and set up for success, ensuring restaurants' smooth transition onto the Upserve platform. We additionally step in to help with configuration and programming of menus in our point of sale, point of sale training, and migration of payment processing. Day to day responsibilities in this role include:
* Analyze customer setups and determine networking needs using Cisco Meraki Equipment
* Assist with consultations, walkthroughs, and trainings to ensure our customers have what they need to be successful with the Upserve platform
* Activates the implementation process for Upserve POS and Payments, installing equipment and walking customers through the setup process.
* Work directly with VIP and Enterprise customers onsite to ensure smooth onboarding.
* Check and Edit menus, floor layouts, and configuration sets that align with customer needs
* Ensure data quality across all Implementation activities
* Work with implementation specialists and implementation project managers to launch the Upserve platform (payments, analytics, and point-of-sale)
* Experience managing customer expectations using phone-based as well as email communication.
Upserve, a Lightspeed CompanyCustomer Implementation Coordinator
Apr. 2019 - Jul. 2019Sarasota, Florida AreaCustomer Implementation Coordinators are primarily responsible assisting the Implementation Specialist ensuring restaurants' smooth transition onto the Upserve platform. This role will assist with installation of customer hardware, configuration and programming of menus in our point of sale, point of sale training, and migration of payment processing. Day to day responsibilities in this role include:
* Assist with various backend configurations including menu, settings, and credit card processing
* Assist with consultations, walkthroughs, and trainings to ensure our customers have what they need to be successful with the Upserve platform
* Activates the implementation process for Upserve Inventory, and performs tasks related to the ongoing development and maintenance of product accounts.
* Build menus, floor layouts, and configuration sets that align with customer needs
* Ensure data quality across all Implementation activities
* Work with implementation specialists and implementation project managers to launch the Upserve platform (payments, analytics, and point-of-sale)
* Experience managing customer expectations using phone-based as well as email communication
Upserve, a Lightspeed CompanyTechnical Support Engineer, Tier 2
Aug. 2018 - Apr. 2019Denver, ColoradoAs a Technical Support Engineer, Tier 2 responsibility’s include: - Resolve customer issues using the Tier 2 ticket escalation queue within Salesforce Service Cloud.
- Troubleshooting of complex networking, hardware, payment and service issues.
- Proactive mitigation of customer issues to avoid disruptions to service and to maintain product reliability.
- Working cross-functionally with our Product and Engineering teams to document bugs and de-escalate complex issues.
- Providing guidance and expertise to Tier 1 agents in the areas of POS, payments, networking and hardware issue resolution. Upserve is a restaurant management platform that combines a group of services under the Upserve Platform. This includes Breadcrumb POS, a multi action cloud based Point of Sale software system, Upserve HQ, a restaurant analytics platform, Upserve Live, a mobile application that allows real time viewing of restaurant performance, Upserve Inventory, a leading and intuitive Inventory Management System, and Upserve Payments, a best-in-class payment system. We are one team, driven to help restauranteurs get the best results out of their business.
Upserve, a Lightspeed CompanyCustomer Support Specialist, Tier 1
Jan. 2018 - Aug. 2018Denver, COAs a Customer Support Specialist - Tier 1; we are the frontline 24/7 employees who assist our existing customers with any technical or product related questions they might have. Through detailed notes, we highlight the best of what our products have to offer, and provide assistance and guidance when situations occur to our customers. I have obtained the Cisco Meraki Network Operator certification to better assist our customers with their networking and technical operation questions. Upserve is a restaurant management platform that combines a group of services under the Upserve Platform. This includes Breadcrumb POS, a multi action cloud based Point of Sale software system, Upserve HQ, a restaurant analytics platform, Upserve Live, a mobile application that allows real time viewing of restaurant performance, Upserve Inventory, a leading and intuitive Inventory Management System, and Upserve Payments, a best-in-class payment system. We are one team, driven to help restauranteurs get the best results out of their business.
Nestlé Nespresso SABoutique Training Champion
Aug. 2017 - Jan. 2018Lone Tree, ColoradoExecuted planned Training for new coffee, machine and club services as directed by OMNI Retail Training & Quality Specialist in a timely manner. Key player in the training of new staff during on-boarding including but not limited to; product knowledge, sales and service standards and retail operations. Guided coaching conversations with staff in regards to majors Key Performance Indicators. Translated opportunities from reporting like Mystery Shop, Net Promoter Score, Customer Voice, etc. Subject Matter Expert in multiple fields including basic troubleshooting, POS operations, and promotional opportunities. Key Achievements in this role:
- Conceptualized, developed, and implemented an innovative curriculum that elevated new staff engagement resulting in an average of over 50% increase in knowledge retention
- Coached and lead a team of 14 people to meet and exceed corporate sales goals by 120%
- Envisioned, project managed, and implemented an all-new onboarding curriculum for staff; introduced in-person feedback collection and modified content to accommodate diverse learning styles; onboarded 8 new team members in 3 months, growing the team by 55%
Nestlé Nespresso SABoutique Coffee Specialist
Oct. 2016 - Aug. 2017Greater Denver AreaDelivers a genuine and familiar customer experience to club members when entering the boutique and welcomes new or prospect club members in the boutique
Educates customers on the different product offerings of Nestle Nespresso while still providing information and demonstrating the product to customers
Closes and comples sales with club members and helps foster long standing relationships with our club members to invite them back
Starbucksshift supervisor
Aug. 2016 - Oct. 2016Parker, COManaging the floor and partners to help create the "third place" environment Starbucks is known for. Acting as Cash Controller, and helping manage money on the floor. Deploying employees to help with customer demand and help them understand their role. Coaching on the spot to help solve problems and recognizing moves of uncommon greatness amongst partners. Coffee Master Certified
Starbucksshift supervisor
May. 2014 - Aug. 2016Calgary, Alberta, CanadaManaging the floor and partners to help create the "third place" environment Starbucks is known for. Acting as Cash Controller, and helping manage money on the floor. Deploying employees to help with customer demand and help them understand their role. Coaching on the spot to help solve problems and recognizing moves of uncommon greatness amongst partners. Barista Trainer Coffee Master Certified QASA Lead for Store
At Home Coffee Focus Lead for Store.
Marketplace EventsData Entry Specialist
Mar. 2014 - Apr. 2014Calgary, Alberta, CanadaSorted and entered data from shows across Alberta, formatting and delivering Excel spreadsheets
Starbucksbarista
Jul. 2013 - May. 2014Calgary, Alberta, CanadaCreates handcrafted beverages, delivers exceptional customer service, works with other partners and strives to create the "third place" environment customers seek. Coaches and trains new partners on all aspects of service and beverage preperation Barista Certified
Barista Trainer Certified
LANFest 3Staff Admin
Mar. 2011 - Apr. 2011Crooms Academy, Sanford FLWorked with others to assist in marketing, sales, and other odd jobs in the networking room.
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