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Work Background
Fitch Group, Inc.Head of Customer Success
Jan. 2025 - Jul. 2025United States, New YorkAs Head of Customer Success at CreditSights, a leading provider of independent credit research, the role encompasses the strategic leadership and execution of all post-sale client engagement initiatives. I was responsible for ensuring long-term client satisfaction, driving adoption of research products and platforms, and contributing to retention and growth goals. ✔ Built and developed the entire Customer Success organization tasked with supporting a diverse client base of asset managers, hedge funds, insurers, and banks. Established relatable customer personas, enhancing the relevance and impact of customer journey maps. ✔ Drive customer engagement, adoption, and retention strategies in close collaboration with Sales, Product, and Research teams. ✔ Develop scalable onboarding, support, and education programs to ensure high product adoption and client satisfaction. ✔ Define and track customer health scores, usage metrics, and NPS to proactively manage churn risk and identify growth opportunities. ✔ Serve as the voice of the customer, influencing product roadmap and service improvements through direct feedback and usage analytics ✔ Introduced a client education and enablement program that increased platform usage and reduced support tickets by 17%. ✔ Built a data-driven customer success framework using KPIs and health scores to assess client engagement, forecast churn risk, and guide strategic outreach.
Prudential FinancialDirector of Customer Journey
Feb. 2023New York, New York, United States
SlangDirector of Customer Success
Aug. 2021 - Sep. 2022New York, New York, United StatesAi Answering Service
OpenTableSenior Software Implementation Manager
Jan. 2013 - Aug. 2021
Métalaye Enterprises, Inc.Director of Operations and Marketing
Jan. 2011 - Jan. 2013Responsible for inventory and ordering using cost analysis and research
Hire, train and develop 30 person staff using a self-created training model
Responsible for monthly accounting of P&L reports, sales forecasting, payroll and budgeting
Involved in contract negotiating between company and the clients
Executed and created new marketing platform to drive new business
Created new fresh seasonal menus for all facilities to drive client sales and improve overall quality
Developed company training program for all departments and created employee handbook
Omni Services, LLCDirector of Operations
Jan. 2010 - Jan. 2011Responsible for inventory and ordering using estimating and cost analysis Upgrade quality of all incoming product while lowering overall operational costs of the facilities
Hire, train and develop a 20 person staff at each of the 5 locations deciding leadership alignment
Responsible for monthly accounting of all P&L reports, budgeting and sales forecasting
Develop, create and execute all new innovative organizational solutions for company staffing issues
Increased sales over 20% for the first fiscal year
Developed fresh seasonal menus for student consumption by teaching and collaborating with the culinary team
Capitol Entertainment GroupVice President of Operations and Hospitality
Jan. 2009 - Jan. 2010Responsible for inventory, cost estimating and operational control for all properties
Managed a 50+ person staff by creating specific company objectives and employee goals
Created new sustainable menus that was awarded and recognized by the PA Preferred Association Accountable for monthly P&L reports, finances and budgeting using researched data and analysis
Developed and priced new projects, weekly projects and website development
Oversaw sales, planning and budgeting for U.S. senator and congressmen fundraisers and helped realign company sales model and client relationships
Responsible for the hiring, training and development of staff using inside and outsourced relations
Decreased operations cost from a 49% to 28% in a two month period General Manager of Operations
AINC CorporationSenior Director of Operations
Jan. 2007 - Jan. 2009Provided management training for transitioning employees to a management role
Responsible for inventory control and purchasing for company based on trend analysis Responsible for finances, marketing and advertising campaigns in order to achieve client sustainability
In charge of sales forecasting and budget breakdown by using sales data and business measurement
Managed a 50+ person staff by using company protocol and employer driven incentives
Achieved a 35% increase in sales and overall client retention
Negotiated and deployed vendor contracts, assisted with customer relations and established excellent client relationships
Vayan Marketing GroupDirector of Client Services
Jan. 2005 - Jan. 2007Responsible for client relations and outsourcing for the company
Generated a training and development program for both clients and inside employees for sales tactics and business objectives
Managed a team that produced over $1,000,000 in new sales in each quarter using company frameworks for client relations and specific client business objectives; of E-Commerce and Advertising Project Development for attaining outside customer retention
Hershey Entertainment and ResortsProjects Coordinator
Jan. 2004 - Jan. 2005Responsible for the creation, execution and development of billboards, brochures and advertisements for Hershey Hotel, Hershey Lodge and Hershey Park
Was responsible for editing, copy writing and creation of Hershey Entertainment training handbook and employee guidelines
Assisted in the development and maintenance of the Hershey Park’s company manual which included multi-cultural, global and overall organizational improvement guidelines
Responsible for adoption, training and communication of company procedures and workforce transition
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