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Work Background
Bread FinancialManager, Integrations
Mar. 2022
BreadManager, Integrations
Jul. 2021 - Mar. 2022New York City Metropolitan Area
ClydeDirector of Solution Delivery
Jan. 2021 - Jul. 2021New York, New York, United States
ClydeSenior Customer Success Manager
Sep. 2020 - Jan. 2021New York, New York, United States
TripteaseSenior Strategic Customer Success Manager
Nov. 2018 - Apr. 2020Greater New York City Area
TripteaseStrategic Customer Success Manager
Mar. 2017 - Nov. 2018Greater New York City AreaHave built and maintained relationships with enterprise level strategic accounts. Liaise regularly with VP and C Level Executives to provide performance reviews and prospect for additional growth opportunities. Work closely with VP of Sales to upsell and expand existing accounts. Coordinate and execute face to face QBRs with all clients in my book of business. Consistently exceed renewal targets.
TripteaseCustomer Success Manager
Jul. 2016 - Mar. 2017Greater New York City AreaResponsible initially for all NORAM accounts and for instituting Customer Success processes and workflows. Worked with senior management to built out and optimize customer renewal process. Together with Data Science and Customer Success teams, created and shared performance metrics to distribute to clients as well as to the business. Developed longstanding and strong relationships with customers and responsible for retention and growth. Communicate and solicit customer feedback and requirements to improve products and work with product team to provide consistent and thorough updates to clients. Utilize Salesforce to track and monitor book of business and report back to business on potential opportunities as well as risks as. Feedback customer technical issues to technical leads and coordinate response to clients. Review lessons learned with each process and suggest better ways to do things.
AgodaAssistant Market Manager
Sep. 2015 - Jul. 2016Greater New York City AreaEvaluated partnerships & determined actions to optimize production. Executed strategies and promotional activities with partners to enhance productivity and opportunities to manage room availability and competitiveness of the Agoda website. Worked to identify regional supply requirements in terms of product offerings and promotions to match with market demands.
Identified, qualified, contacted, counseled and visited important hotel and accommodation suppliers to grow my portfolio. Managed listing processes for new suppliers and renewals with existing partners. Trained and informed partners on Agoda extranet and systems.
JetsetterAssociate Market Manager
May. 2014 - Sep. 2015Greater New York City AreaResponsible for business development, pitching, and detailed marketing for properties and partners for all of Southern California including Los Angeles, San Diego, Palm Springs and Santa Barbara markets. Primary responsibilities included: • Manage negotiations and decisions around flash sale or retail pricing, contractual terms, and availability for partner properties.
• Collaboration with the editorial and marketing teams to ensure accurate and lucrative marketing for the partner properties on the Jetsetter website.
• Manage partner, as well as member expectations to ensure satisfaction from both ends - with the ultimate goal being growth in revenue through targeted flash sales, collection sales, regular retail sales, and specific event based sales.
• Manage the collaboration and communications between various technical teams, editorial teams, pricing teams, and the partner property throughout the entire process - from contract and pricing negotiations, to final sales and marketing efforts.
JetsetterTravel Operations Coordinator
Jul. 2012 - May. 2014Greater New York City AreaUnderstand the member’s needs for travel and am the primary point of contact for client requests. Propose itineraries that meet the clients’ needs. Provide support if the member’s plans change. Maintain and update a database of travel-related advice and recommendations. Identify best practices and incorporate them into the service to continually improve it. Respond to incoming inquiries and leads related to travel planning service. Distribute incoming trips amongst team of Travel Planners. Monitor incoming and outgoing emails and foresee potential issues. Monitor requests in progress; follow up with members and Travel Planners as needed. Respond to urgency with issues; coordinate with Member Services team when needed. Complete booking wrap-up activities and pre-stay checks. Assist when needed to plan and booking member’s trips. Responsible for negotiating with new travel suppliers to get the best prices and highest commissions possible. Worked on project to convert business model to a lead – generation format and coordinate with partners to drive revenue.
JetsetterMember Services Representative
Jul. 2011 - Jul. 2012Greater New York City AreaServed as primary contact between clients and Jetsetter to answer questions and resolve issues. Consistently took ownership of member issues; lead problem solving efforts; coordinated with the partner and internal contacts; ensuring successful resolution of all client issues. Provided real-time service during sales and post-sales support covering a range of topics including reservation handling, property and destination information and company policies. Demonstrated a highly professional demeanor while providing exceptional service to clients and partners via phone, e-mail, Twitter, Facebook and other channels of communication. Achieved 157% optimization against interactions benchmark. Analyzed and resolved client issues and complaints with the utmost of care and respect by listening to their problems and negotiating a satisfactory resolution. Demonstrated diligence in resolving inquiries without escalation at a rate of 0.285%. Provided client feedback to management in order to continuously improve the buying experience. Responsible for responding to credit card chargebacks and tracking their resolution. Maintained a 98% win rate in chargeback disputes.
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