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Work Background
NetAppCloud Customer Success Manager
Jul. 2023Seattle, Washington, United States
Amazon Web Services (AWS)Global Resource Management
Jul. 2022 - Jun. 2023Seattle, Washington, United StatesSpearheaded program and project management to support customer success, implementations, and customer enablement for Transformation Acceleration Programs, while steering resource management globally and utilizing data and metrics to provide key metrics and data for load balancing measures. Partnered with training development managers, customer success management, and business development managers to manage 170+ instructors for training and certification and implement programs to improve instructor utilization, conducted deep dives globally to identify opportunities for improvement and ensure 100% alignment with business needs. Key Contributions
• Championed process improvement and change management to improve the scheduling process, maximize trainer utilization, and decrease operational costs.
• Identified and evaluated locations and courses with low attendance for public training; generated insights and presented recommendations to leadership to maximize enrollment and revenue.
• Executed a time-in-motion study to obtain headcount in a reorganization, designing onboarding strategy and standardizing processes to improve service level agreement (SLA) time.
Amazon Web Services (AWS)Global Operations Specialist
Aug. 2020 - Jul. 2022Seattle, Washington, United StatesAs a Training and Enablement Specialist, introduced to customer prior to launch to ensure successful customer engagement, while providing education, enablement, guided training for the Global and Strategic Accounts for Amazon Web Services (AWS) by creating and executing contractual agreements. Here, I proactively assisted Business Development Managers with scheduling private training deliveries to maximize client satisfaction, while organizing global training classes. I also coordinate with students to accept registrations, confirm bookings, and manage cancellations/changes. I am adept at fostering core relationships with a broad range of teams to build and deploy events through various webinar platforms. Key Contributions
• Leveraged exceptional communication skills to educate stakeholders on event guidelines and best practices, while liaising between internal teams, trainers, and customers.
• Key role in driving continuous improvement by developing new processes and formats to address business needs and increase output. • Ensured the delivery of exceptional customer service with a focus on operational excellence, including execution, stakeholder management, and success of Transformation Acceleration Program private events.
EvidationClinical Research Coordinator
Mar. 2018 - Apr. 2021Seattle, Washington, United StatesIn this role, I collaborated with prospective participants to review and inform what would be required to complete their study experience. As Clinical Research Coordinator, I monitored and facilitated the performance, oversight, and update of various aspects of clinical research, including collecting, coding and analyzing data, administering ensuring confidentiality, scientific integrity, and safety of all clinical study participants. Here, I scheduled patient research visits, monitored procedural execution, and ensured continuous compliance with ethical, industry, and FDA regulations standards. I also created and distributed seminar materials for study participants. • Played an integral role in guiding subject recruitment efforts by onboarding and training new hire employees on all FDA-related regulations; enrolled 4,300+ participants in multiple research studies. • Assisted in managing $4M partnership agreement between Evidation Health and Apple Inc., with the second year of the contract being extended for an additional $11M deal.
WildfitnessAssistant Director
Aug. 2016 - Feb. 2018United StatesDelivered cross-functional leadership across the international fitness retreat company, driving market expansion and entry by overseeing and implementing sales growth opportunities. Ensured compliance with federal and internal standards while managing location budgets, policies, and resource allocation. Fostered and maintained a high-performing and inclusive environment of successfully recruiting and onboarding 3 new employees to support business operations and goal achievement. Managed customer relations, social marketing, web design, and strategy development. Key Contributions
• Key role in generating $1.4M in sales during the company’s first year of US operations by selling out international and national retreats.
• Instrumental in discovering a market for the functional fitness category, which had not yet gained popularity in the US; targeted various demographics to build an audience for company services.
REIDesign Insights Reaearch
Jan. 2015 - Dec. 2016Kent, Washington, United StatesIn this role, I evaluated research findings to identify and articulate key insights to inform and inspire design. Here, I established and integrated strategic plans to develop a database of private brand products that were examined and tested. I also coordinated and led interviews and created detailed portfolios that housed information associated with 500 nationwide product testers. Key Contributions • Applied cross-functional leadership to champion and orchestrate product testing experiences for various product-related teams.
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