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Work Background
NileCustomer Success Manager
Mar. 2025
CiscoSenior Customer Success Manager - Team lead
Sep. 2023 - Mar. 2025
CiscoProject Manager
Sep. 2022 - Sep. 2023Washington DC-Baltimore AreaSpearheaded the Voice of the Customer team’s NPS follow up program and helped establish this new quarterly program. This program was birthed from our Senior VP of engineering, Shalia Shankar’s, vision and OKR. My role is to organize and prepare internal stakeholders from Product, Engineering, UX, and Support and to help coordinate with and interview NPS respondents who have feedback.
CiscoCustomer Success Manager
Oct. 2021 - Oct. 2022I enjoyed the opportunity to build relationships, problem solve and connect enterprise customers to technical experts.
AutoLeadStar (now FullPath)Implementation Manager
Sep. 2020 - Oct. 2021Raleigh-Durham-Chapel Hill AreaI joined a team as the first Technical Support Manager at AutoLeadStar, now Fullpath.
In this position, I helped build out the technical support team, including training, hiring and writing Support documentation. At the same time, I was also asked to use my CSS knowledge to make adjustments to live ads and website content. The variety of this role is something I thrived in, allowing me to expand and wear multiple hats, moving in to an Implementation Manager role.
WalkMe™Tier 1 Technical Support Engineer
Oct. 2019 - Nov. 2020Raleigh, North Carolina
Prometheus GroupTechnical Project Manager
Jan. 2019 - Oct. 2019Raleigh-Durham, North Carolina Area• Main point of contact with clients from Sales hand-off to renewal
• Configuration and Implementation of our software solutions
• Debugging and resolving defects and investigating customer support issues
• Relationship building and maintenance
• Diagnosis and rectification of system failures
• Software configuration and modification
• Integration with existing software systems
• Documentation and report writing
1-800-PACK-RATProject Manager
Aug. 2015 - Jul. 2016Raleigh-Durham, North Carolina Area• Supervised an operation’s team while prioritizing the company’s push for growth into the national, international, and military sector
• Strengthened relationships and created logistical infrastructures between third party vendors and other supplementary companies to ensure commitments were continually reached
• Utilized multiple logistic software packages and provided comprehensive reports for senior management
1-800-PACK-RATProject Coordinator
Jan. 2015 - Aug. 2015Raleigh-Durham, North Carolina Area• Served as the coordinating liaison between clients and operations to economically complete orders while establishing and maintaining exemplary customer satisfaction
• Spearheaded efforts to formulate cohesive, cross-functional teams to streamline processing requests at various levels of the organization
• Systematically handled client-facing fund distributions, orders, and appeals
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