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Work Background
BitBrandingCustomer Success Manager
Oct. 2023Founding CSM tasked with building the function, team, and processes to drive
client success, retention, and growth.
DriftCustomer Success Manager
Jan. 2023 - Sep. 2023Strategically partnered with sales and marketing teams across a variety of
industries to advise them on how to utilize Drift's chatbot to generate pipeline,
create excellent digital experiences on their website, and accelerate their revenue
cycle *Role impacted by company wide lay offs.
SketchCustomer Success Manager
Jul. 2022 - Nov. 2022Remote-Managed target accounts to drive renewals and upsells, ensuring successful adoption of new features and expanding relationships within client organizations.
-Demonstrated product value by promoting best practices, creating tailored resources, and collaborating with cross-functional teams to meet client needs.
-Collected and channeled customer feedback to the product team, focusing on scalable solutions to enhance user experience and address client challenges. *Role impacted by company wide layoffs.
Lecturio MedicalSenior Customer Success Manager
Nov. 2020 - Jul. 2022-Hired as the first Customer Success Manager for U.S. and Caribbean clients, overseeing 50+ schools and driving client satisfaction.
-Collaborated with external stakeholders to facilitate onboarding and implementation of the product, ensuring a smooth transition and adoption.
-Engaged in strategic conversations with clients and internal teams to enhance product usage and improve outcomes for both clients and the business.
-Developed standard operating procedures (SOPs) to streamline internal processes, enabling the team to provide exceptional service and reduce churn rates.
-Led training webinars and executed MailerLite email campaigns to educate clients and promote engagement with the product.
Kaplan Test PrepAccount Manager
Jan. 2015 - Nov. 2020SoCal, Utah, Arizona and New Mexico-Provided proactive service and guidance to over 90 partner nursing schools across a four-state territory, maintaining positive relationships to ensure contract renewals.
-Conducted student orientation training sessions and collaborated with nursing faculty to integrate resources into the school’s nursing curriculum.
-Facilitated test requests, roster entry, and necessary reporting to support program delivery.
-Ensured timely and accurate invoicing for services rendered. Accomplishments: -Achieved a 100% renewal rate in 2018, demonstrating strong relationship management and client satisfaction.
-Maintained a 95% or higher satisfaction rate on all school surveys, reflecting the quality of service provided.
-Promoted from Service Specialist to Account Manager, recognizing contributions to client success and organizational growth.
Kaplan Test PrepService Specialist
Aug. 2012 - Jan. 2015Delivered concierge service to customers, faculty and students at nursing schools and hospitals. Responded in a timely, accurate, and courteous manner to all e-mails and phone calls from students, faculty and administrators from approximately 60 partner institutions. Coordinated communication to and responses from various Kaplan team members. Facilitated orders, shipments, deliveries, access, and reports required for program delivery. Ensured timely and accurate invoicing.
Kaplan Test Prep and AdmissionsService Specialist
Aug. 2012 - Jan. 2015Delivered concierge service to customers, faculty and students at nursing schools and hospitals. Responded in a timely, accurate, and courteous manner to all e-mails and phone calls from students, faculty and administrators from approximately 60 partner institutions. Coordinated communication to and responses from various Kaplan team members. Facilitated orders, shipments, deliveries, access, and reports required for program delivery. Ensured timely and accurate invoicing.
Kaplan Test PrepCenter Manager/Designated School Official
Nov. 2010 - Aug. 2012Dallas, TXPromoted products and developed successful business relationships to maximize revenue by conducting presentations to prospective clients. Trained and developed a team of advisors to execute flawless customer service and to ensure the company’s policies are being followed. Managed daily operational tasks for the center, including expenses and facility maintenance. Accomplishments: -Promoted from Medical Programs Manager to Student Service Manager to Center Manager. -Achieved 7% sales growth in 2011.
-Obtained triple digit growth for March 2011’s sales goal, which led to the Dallas team winning 1st place in a company wide contest. -Grew the Med product silo business by 42% and the Nursing product silo business by 31.5% from January 2010 to June 2010.
Kaplan Test Prep and AdmissionsCenter Manager/Designated School Official
Nov. 2010 - Aug. 2012Dallas, TXPromoted products and developed successful business relationships to maximize revenue by conducting presentations to prospective clients. Trained and developed a team of advisors to execute flawless customer service and to ensure the company’s policies are being followed. Managed daily operational tasks for the center, including expenses and facility maintenance. Accomplishments: -Promoted from Medical Programs Manager to Student Service Manager to Center Manager. -Achieved 7% sales growth in 2011. -Obtained triple digit growth for March 2011’s sales goal, which led to the Dallas team winning 1st place in a company wide contest. -Grew the Med product silo business by 42% and the Nursing product silo business by 31.5% from January 2010 to June 2010.
Kaplan Test PrepStudent Service Manager
Jul. 2010 - Nov. 2010Dallas, TX• Delivered proactive customer service that lead to new student enrollment, improved student satisfaction, and minimized customer concerns. • Worked with supervisor, peers, and local team members to consistently improve operational processes and staffing efficiencies • Day to day inventory and facilities management • Ensured the availability, and suitability of classroom locations
Kaplan Test Prep and AdmissionsStudent Service Manager
Jul. 2010 - Nov. 2010Dallas, TX• Delivered proactive customer service that lead to new student enrollment, improved student satisfaction, and minimized customer concerns. • Worked with supervisor, peers, and local team members to consistently improve operational processes and staffing efficiencies • Day to day inventory and facilities management • Ensured the availability, and suitability of classroom locations
Kaplan Test PrepMedical Programs Manager
Jun. 2008 - Jul. 2010Dallas, TX• Provided ongoing coaching, and development of center service staff
• Ensured excellence in all med student experiences at the center
• Advised students with professionalism and expertise, use a consultative sales approach with new prospects
• Resolved student concerns and lead center staff to take proactive measures to prevent customer complaints
• Served as Designated School Official to process international student visas, maintain F-1 student files in accordance with state and federal guidelines
• Strived for operational excellence and efficiency of the med center programs
Kaplan Test Prep and AdmissionsMedical Programs Manager
Jun. 2008 - Jul. 2010Dallas, TX• Provided ongoing coaching, and development of center service staff • Ensured excellence in all med student experiences at the center • Advised students with professionalism and expertise, use a consultative sales approach with new prospects • Resolved student concerns and lead center staff to take proactive measures to prevent customer complaints • Served as Designated School Official to process international student visas, maintain F-1 student files in accordance with state and federal guidelines • Strived for operational excellence and efficiency of the med center programs
NauticaHome Merchandise Coordinator
Jun. 2007 - Jun. 2008LA/MS/TN/ARManaged a four state territory while establishing positive relationships with various levels of management and staff in specialty and department stores. Maintained brand integrity and maximized sales through training store staffs on product knowledge, customer service, and merchandising standards.
Sportie LAMarketing Intern
May. 2006 - Aug. 2006Beverly Hills, CAAssisted with marketing strategy and with other administrative tasks.
BCBG Max AzriaAssistant Manager
Jul. 2005 - Jun. 2007Baton Rouge, LADeveloped a team of sales specialists to achieve sales and client goals. Maintained client relationships. Executed floor sets and visual updates to maintain the brand’s image and company standards.
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